Customer Success Manager

Role:

Customer Success Manager / Director

Reports To:

Regional VP

Department:

APAC

Location:

Remote/hybrid with travel to customer sites.

Employment Type:

Full time, permanent

About Dingo Software

Dingo Software is the global leader in predictive maintenance software for the mining industry, serving some of the world's largest mining companies. We are best known for driving efficiency, longevity and reliability for machines that matter. With 30+ years of asset health data, we're scaling rapidly under Riverside Company ownership to capture significant market opportunities.

Following recent investment from The Riverside Company, Dingo is executing an ambitious growth strategy. We're building world-class commercial capabilities to support this growth journey.

The Opportunity

As a Customer Success Manager at Dingo, you will be at the forefront of ensuring our clients realise the full value of our industry-leading predictive maintenance solutions. Your mission is to guide customers through every stage of their journey with Dingo, driving product adoption, maximising operational impact, and building deep, trusted relationships that lead to long-term success.

This is a pivotal, customer-facing role where you will collaborate closely with our Services and Sales teams to align business objectives, streamline onboarding, and proactively deliver insights that help clients achieve measurable outcomes. You will be instrumental in identifying growth opportunities, from expanding solution adoption to uncovering new applications especially for Dingo's AI-driven capabilities.

In a market where mining operations are under increasing pressure to improve efficiency, sustainability, and safety, your work will directly contribute to advancing our clients' performance and cementing Dingo's role as a trusted innovation partner. This is your opportunity to combine technical insight, customer advocacy, and strategic influence to help shape the future of asset health management for some of the world's most critical industries.

Key Responsibilities

• Pre-Sales and Sales Handoff – Serve as a trusted advisor during the pre-sales phase, understanding customer needs and documenting goals, success criteria, stakeholders, and commitments made during sales. Conduct formal kick-off meetings to align timelines, responsibilities, and success metrics.
• Onboarding & Implementation – Oversee and refine technical onboarding, ensuring smooth integration with customer environments, including APIs, system configuration, and compliance. Actively complete deployment-related tasks where possible. Develop clear technical roadmaps for solution implementation, data migration, system optimisation, and security protocols. Deliver or organise targeted training and coaching to close gaps identified during the value review process.
• Adoption & Value Realisation – Build and maintain strong relationships with key customers to ensure ongoing success and satisfaction. Act as the primary escalation point for issues, coordinating with internal teams for quick resolution. Deliver and organise Condition-Based Asset Management (CBAM) meetings when needed, provide ongoing training and workshops, run quarterly business reviews to present delivered value and adjust plans, and collect customer feedback to inform product improvements.
• Customer Retention & Growth – Drive retention by enhancing satisfaction, reducing churn, and maximising long-term account value. Identify upsell and cross-sell opportunities, monitor account health, and proactively address churn risks. Quantify and communicate ROI to support renewal decisions, implement escalation processes for at-risk accounts, and convert satisfied customers into reference case studies that support sales.
• Technical Support & Issue Resolution – Collaborate with Dingo Engineering and Product teams to diagnose and resolve complex technical issues involving performance, integrations, or custom configurations, acting as a liaison when escalations go beyond Condition Intelligence team responsibilities.
• Strategy & Process Development – Lead the creation and continuous improvement of customer success strategies, including onboarding, engagement, and renewal processes. Develop scalable playbooks and best practices and conduct competitive landscape assessments for key accounts to inform risk mitigation and growth strategies in partnership with Sales and Product teams.
• Data & Analytics – Use customer data, feedback, and analytics to guide decisions and refine engagement strategies. Track and report key success metrics such as customer satisfaction scores, NPS, churn rates, and CLV. Analyse usage data and workflows to identify opportunities for upselling and cross-selling.

Required Skills & Experience

• Engineering Experience – Bachelor's degree in engineering (or related discipline), with a minimum of five (5) years in heavy industrial equipment maintenance within industrial or mining environments.
• Industry Knowledge – Strong understanding of mining and industrial maintenance principles, including mechanical systems, equipment design, and repair processes, supported by extensive familiarity with heavy equipment in mining and other asset-intensive industries.
• Asset Health Expertise – Familiarity with asset health monitoring technologies such as oil analysis and onboard diagnostics, enabling proactive maintenance strategies.
• Technical Acumen – Deep expertise in leveraging SaaS platforms, API integrations, and advanced data analytics to drive actionable insights and strategic decision-making.
• Data-Driven Mindset – Proven track record of analysing customer metrics, identifying trends, and implementing initiatives that deliver measurable business impact.
• Stakeholder Influence & Relationship Management – Exceptional communication and relationship-building skills, with the ability to engage, influence, and align stakeholders at all organisational levels in complex, global environments.
• Linguistic Proficiency – Fluency in English is essential, enabling effective communication across global stakeholders. Additional languages are an advantage.
• Operational & Tool Proficiency – Skilled in the use of CRM platforms (e.g., HubSpot, Salesforce) and project management tools to track customer engagement, manage workflows, and deliver projects effectively.

Success Measures

• Customer Onboarding & Time-to-Value – Achieve targeted onboarding timelines and reduce time-to-first value within the first 12 months.
• Product Adoption & Engagement – Increase active usage rates and feature utilisation across assigned accounts, with a high portion of customers completing quarterly business reviews.
• Customer Retention & Account Health – Maintain or exceed annual gross retention targets, improve account health scores year-over-year, and proactively reduce churn in at-risk accounts through targeted intervention.
• Revenue Expansion Contribution – Generate measurable upsell and cross-sell opportunities, contributing to the achievement of annual revenue growth targets in collaboration with Sales.
• Customer Advocacy – Increase the number of referenceable customers and case studies and improve NPS and customer satisfaction scores across the managed portfolio.
• Strategic Impact – Deliver actionable customer insights that influence product roadmaps, service offerings, and innovation initiatives, strengthening Dingo's position as a trusted partner in predictive maintenance.

Compensation & Benefits

• Competitive base salary
• Performance bonus
• Professional development
• Flexible working arrangements

Diversity & Inclusion

At Dingo, we believe diversity drives innovation and inclusion fuels success. We are committed to creating an environment where every team member feels valued, respected, and empowered to contribute their unique perspectives.

We welcome applicants from all backgrounds, identities, and experiences, and we actively work to build a culture that celebrates differences while fostering belonging.

If you're excited about this role but your experience doesn't align perfectly with every qualification listed, we encourage you to apply — you might be the right candidate for us.

Other Local/Regional Considerations

Potential local health and medical benefits

Only candidates legally permitted to work in Australia should apply. No visa support or relocation can be offered with this role.

How to Apply

Interested candidates are invited to submit a detailed CV/resume and cover letter outlining their relevant experience and qualifications.

All applications will be treated in strict confidence, and only shortlisted candidates will be contacted.