Customer Success Manager

About us

Founded in 2020, the team at The Lookout Way set out to transform the delivery of in-home care by blending cutting-edge technology with deep industry insight. Born from firsthand experience with the challenges facing Aged Care providers, we built the only digital care management platform created
by care, for care
.

Our flagship platform, Lookout, is an all-in-one SaaS solution that empowers providers and their clients with the tools and visibility needed to deliver high-quality, profitable care. With a strong focus on intuitive design, it connects staff, care workers, and clients through personalised interfaces tailored to each user's role.

About the Role

As a Customer Success Manager at Lookout, you will ensure our customers are successful in their adoption and ongoing use of the Lookout software. Acting as a trusted advisor, you will guide customers through onboarding, education, and strategic support to help them achieve meaningful outcomes. This is a non-sales role focused on support, enablement, and long-term partnerships.

The core responsibilities of the role include:

• Build and maintain proactive relationships with a portfolio of customers, driving adoption and satisfaction.
• Monitor customer health, usage, and engagement to identify risks and opportunities.
• Develop tailored success plans and act as the customer advocate within the business.
• Become an expert in the Lookout platform and guide customers on features, updates, and best practices.
• Collaborate with Sales, Product, Engineering, Solutions, and Marketing for a seamless customer experience.
• Keep accurate, up-to-date records in CRM and Customer Success systems.
• Uphold company policies, codes of conduct, and information security standards.
• Comply with WHS regulations and follow safe work practices.

Do you have what it takes?

• Minimum 2 years in a customer-facing role within a SaaS or technology company (Customer Success, Technical Support, or Account Management).
• Proven ability to build trust and rapport with clients across various levels.
• Strong analytical and problem-solving skills, with the ability to manage complex scenarios.
• Excellent organisational skills and ability to manage multiple priorities.
• Comfortable explaining software functionality and understanding SaaS business models.
• Familiarity with CRM, project management, and collaboration tools (e.g., HubSpot, Basecamp, Notion).
• Experience in the home care or community services industry is a plus.
• Unlimited working rights in Australia.
• A successful National police check, or willingness to apply.

What's in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life. The work we do is meaningful, and the problems we solve are interesting.

• A competitive salary package that will recognise your skills and experience.
• You'll work remotely from anywhere in Australia as long as you have a stable internet connection and a comfortable setup. We do have offices throughout the country for face to face contact.
• Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work.
• On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.
• Access to our employee assistance programme, where you can receive free confidential and professional counselling.
• Parental leave benefits –All caregivers who are eligible for the government's paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.
• Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are
  actually
  a great place to work).
• And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid.

Find out more about The Lookout Way here:

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

Please, no external agencies or recruiters.