Customer Engagement Manager – Remote

20 hours ago

Newcastle New South Wales Australia SpacetoCo Full time $80,000 - $120,000 per year

We're seeking a resilient, results-driven Customer Success and Support Team Leader to own our post-sales journey. You won't just manage; you'll be on the floor, coaching your teams, fixing processes, and providing the Executive Team with critical performance insights every week. If you thrive under pressure and enjoy solving complex challenges, read on.

The Challenge

This is a senior-level accountability role with a hands-on manager title. Your success hinges on your ability to thrive in these high-stakes areas:

  • Navigating Global Time Zones: You are responsible for two distinct international teams (Support in Manila, Success in Australia), demanding flexible hours and cultural dexterity to ensure seamless service.
  • Dual Function Oversight: You must master both reactive Customer Support (SLA adherence, resolution speed) and proactive Customer Success (retention, high-value account management). There is no hiding behind silos—you own both outcomes.
  • Direct Executive Spotlight: You report straight to the CEO. Your performance metrics (KPIs/SLAs) will be reviewed at the highest level, demanding absolute precision and transparency in all data and reporting.

Key Responsibilities

  • You are an expert strategist who loves digging into the details of SLAs and KPIs to drive process improvements and manage dual-team performance.
  • You're a hands-on performance leader driven to coach and grow international teams while personally managing high-value customer success.
  • You thrive on operational accountability, using data and systems (HubSpot/Aircall/JIRA) to ensure flawless global service delivery and are keen to explore how AI can assist with scale in these areas.
  • You'll be accountable for team logistics, including rostering and performance management, while serving as the primary escalation point for critical issues.

What we are looking for

  • Proven experience (3+ years) successfully leading and managing local and offshore/international teams in Customer Success and/or Support.
  • Deep proficiency with our core tech stack (HubSpot, JIRA, Confluence or similar), using it to drive decisions, not just report data.
  • A track record of achieving high customer retention and improving team efficiency KPIs.

If you're a talented, hands-on leader ready to tackle a dual-function global team and make a massive impact, this is the career-defining move you've been waiting for. We've built a solid foundation—now come help us scale it brilliantly. Apply now and let's build the future of our customer success together

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