Customer Success Manager

Company Description

At CentrePal, we're reimagining modern customer engagement. Our mission is to help organisations deliver faster, smarter, and more connected experiences - without the complexity of legacy contact centre platforms. A leading innovator in
customer experience (CX) and contact centre technology
, we empower businesses to transform how they connect with their customers. As the
first Microsoft-certified contact centre solution
built on the most advanced Unify integration model, CentrePal combines voice, chat, email, SMS, and AI-powered self-service into a single, intelligent platform - natively within Microsoft Teams.

Headquartered in Melbourne
and trusted by organisations worldwide, CentrePal is powering the next generation of customer experience across industries. Our secure, cloud-native platform enables businesses to scale with confidence, optimise service delivery, and transform the way they engage with their customers.

Role Description

We are seeking an experienced and well-rounded
Customer Success Manager
to join our team at an exciting stage of growth. In this role, you will own a portfolio of SMC, Enterprise, and Government / Public Sector clients, acting as a strategic partner and trusted advisor throughout their customer journey. You'll be responsible for driving product adoption, maximising customer value, and securing renewals - while identifying and executing on upsell and cross-sell opportunities. Your work will be critical to ensuring long-term customer satisfaction, retention, and account growth.

Key job responsibilities

• Customer Relationship Management:
  Own and manage a portfolio of customer accounts, serving as the primary business point of contact to build strong, long-term customer relationships that achieve near-perfect retention.
• Drive Product Adoption:
  Guide customers through the adoption of key features and services, resulting in increased product usage and feature utilisation.
• Customer Enablement & Engagement:
  Deliver compelling presentations, tailored product demos, solution walk-throughs, and educational webinars to drive customer engagement, accelerate adoption, and enable ongoing success.
• Customer Success Planning:
  Develop and maintain tailored Customer Success Plans aligned with each customer's business goals, KPIs, and timelines, driving consistent progress toward measurable outcomes.
• Lead Business Reviews:
  Conduct Quarterly Business Reviews (QBRs) to assess progress, surface strategic insights, and influence renewal or upsell motions.
• Renewal & Retention Management:
  Forecast and manage renewals while maintaining high customer health scores to support targeted retention rates.
• Identify Upsell & Cross-Sell Opportunities:
  Proactively uncover customer needs and match them to product solutions, driving upsell/cross-sell motions that contribute to the annual recurring revenue (ARR) growth.
• Risk Management:
  Monitor customer health by leveraging data signals, direct feedback, and engagement trends to proactively identify risk early and implement mitigation plans.
• Cross-Functional Collaboration:
  Collaborate with Sales, Product, Delivery, and Support teams to deliver a seamless customer experience, leading to faster time-to-value and higher customer satisfaction.
• Maintain CRM Discipline:
  Ensure all customer interactions, health scores, plans, and touchpoints are accurately logged in the CRM (Dynamics 365), supporting visibility and forecast accuracy for the leadership team.
• Customer Advocacy & Community Engagement:
  Foster customer advocacy by identifying and nurturing product champions, securing case studies, references and amplify success stories.
• Industry & CX Trends:
  Stay current with industry and customer experience (CX) trends, contact centre transformation, and AI advancements. Serve as a strategic voice of the customer to influence product innovation.

Ideal Candidate

This role would suit someone with the following qualifications, skills, and experience,

• Bachelor's degree in Information Technology or a related field is required; an MBA is preferred.
• 7+ years' experience in Customer Success or Professional Services within leading CCaaS vendors.
• Practical experience in Conversational AI, including deploying or supporting AI-powered virtual agents, chatbots, or self-service tools within a contact centre environment.
• Proven experience working with Microsoft technologies, including Azure, Microsoft Teams, and Teams Calling.
• Strong understanding of customer experience (CX), both from an industry and technology perspective, with the ability to take a consultative approach to customer interactions.
• Excellent stakeholder management, communication, and presentation skills - comfortable engaging with C-suite.
• Willingness to travel as needed to meet with customers, partners, and attend industry events.
• Have valid working rights in Australia.

We're looking for people who truly live our values:
Passion, Integrity,
and
Excellence
, and we'll offer you great opportunities to develop your career with us.

If you have any questions, please reach out to Talent Acquisition Team at

To apply for this position please click the
Apply Now
button and attach a copy of your CV. Applicants from recruitment agencies will not be considered.

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IMPORTANT: By submitting your application for this job opportunity, you consent to CentrePal Pty Ltd retaining your CV, profile, and any other information collected during the recruitment process for a period of six months. This information may be stored and used by CentrePal Pty Ltd for consideration in other potential job opportunities that may arise within the organisation during this time. Your personal data will be treated confidentially and in accordance with applicable data protection laws. If you wish to withdraw your consent or request the deletion of your data, please contact us