Customer Success Manager

3 days ago

North Perth, Australia Epic IT Full time

**Elevate Your Career with Epic IT: Where Innovation Meets Opportunity**:
At Epic IT, we're more than just an Managed Service Provider - we're a dynamic team of IT professionals committed to driving technological excellence. Since 2006, we've been transforming IT landscape's by putting our core values of enablement, leadership, and success at the heart of everything we do. Recognized as a CRN FAST 50 finalist in 2013, 2018 & 2024; we've consistently proven our ability to grow, innovate, and deliver exceptional IT solutions.

We believe in empowering our team to reach new heights. Our unique internal culture cultivates talent, encourages leadership, and celebrates success. When you join Epic IT, you're not just taking a job - you're embarking on a career journey with a company that's passionate about technology, committed to our people, and dedicated to making a real impact in the IT industry.

Looking to be part of a forward-thinking team that's reshaping IT solutions? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.

**About the Role**:
Are you a relationship-builder who can translate tech talk into business wins? Epic IT is seeking a **Customer Success & Account Manager (CSM)** to nurture our managed-services clients and uncover growth opportunities inside each account. You’ll be the trusted advisor who keeps customers happy, drives adoption of our cyber-secure MSP stack, and scopes new projects that push their businesses (and ours) forward. If you enjoy combining service excellence with consultative selling, this role is for you.

**What You'll Do**:

- ** Own a portfolio of MSP clients**—serve as their main point of contact, track health scores, and manage renewals.
- ** Run QBRs** (quarterly business reviews) that showcase ticket trends, uptime metrics, and cyber-security posture.
- ** Spot and scope add-on projects**—cloud, security, hardware refresh, Teams Calling—partnering with our solutions architects to build proposals.
- ** Coordinate escalations** with the Service Desk and ensure SLAs are met.
- ** Maintain account plans & pipelines;** hit renewal and upsell targets while keeping NPS/CSAT high.
- ** Educate customers** on Essential Eight compliance, new Microsoft 365 features, and emerging security threats.
- ** Collaborate cross-functionally** with engineering, finance, and marketing to deliver a seamless client experience.

**Required Qualifications & Skills**:

- Experience**:3+ years** in Customer Success, Account Management, or IT Project Sales—ideally within an MSP or SaaS environment.
- Solid understanding of **managed IT services, Microsoft 365, cloud migrations, and cyber-security basics** (you don’t need to be an engineer, but you should speak the language).
- Proven record of **meeting or exceeding revenue targets** while maintaining high client satisfaction.
- Strong presentation, proposal-writing, and negotiation skills; comfortable talking to executives and technical stakeholders alike.
- Excellent organisational abilities—able to juggle multiple accounts, QBR calendars, and project pipelines without dropping details.

**Preferred Qualifications & Skills**:

- Familiarity with **Essential Eight** or ISO 27001 frameworks.
- CRM proficiency— **ConnectWise**:

- Experience working in a **co-managed IT** or hybrid MSP environment.

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