Customer Success Manager

2 days ago

Roseville, New South Wales, Australia Reivernet Group of Companies Full time $80,000 - $120,000 per year

About The Group

The Reivernet Group is made up of seven entities: RN Projects, Reivernet, IT Triage, Site Compass, Bright Star, RN Gateway and RGC Management. We design, build, configure, support and document complex data networks for business, with a focus on hotel networks.

Bright Star is searching for a Customer Sucess Manager in ANZ to join the growing team, as we scale. Bright Star's platform Stella, is an industry-specific platform that has been built to eliminate labour-based challenges. In full implementation, Stella is our customers single network operating platform, allowing them to automatically discover, audit, configure, manage, and document their portfolio of networks.

The Stella functionality is available via four independent modules – Discovery, Compliance, Configuration and Monitoring, which are orchestrated by Stella Central to create a horizontally integrated control platform to provide independent network visibility, configuration management and risk identification.

About the role

The Customer Success Manager (CSM) is critical in protecting existing Annual Recurring Revenue and growing share of wallet for existing customer relationships with individual Layered Service Providers (LSP). The CSM achieves this through building strong customer relationships, by providing deep product knowledge and technical guidance to ensure customers achieve maximum value, driving customer loyalty through offering technical support and solutions, driving product adoption, tracking customer health, and acting as a liaison between customers and internal teams. The CSM focuses on in-depth technical discussions, resolving complex issues, and identifying technical opportunities for account expansion.

What you'll do

  • Provide expert technical assistance, answer in-depth technical questions, and help customers troubleshoot and resolve issues
  • Onboard and educate LSP engineers on product features and best practices to ensure they are using the service effectively.
  • Nurture long-term technical relationships by acting as a trusted technical advisor and main point of contact for customers.
  • Collaborate with sales, product development, and support teams to communicate customer feedback and influence product strategy.
  • Contribute to designing solutions that align with the customer's specific needs and technical environment.

Who you are

CSMs are critical in ensuring that LSPs derive maximum value for Bright Star's products which leads to higher customer satisfaction, retention and growth.

With proven technical ability including strong problem-solving skills, customer empathy, excellent communication and relationship management skills to explain complex technical concepts clearly to both technical and non-technical stakeholders. CSMs are advocates for the customer by being resourceful internally to resolve LSP technical issues and identify technical issues, analyse them, and develop effective solutions. CSMs appreciate the importance of anticipating customer needs and preventing potential problems.

Ideally, this role will be located in Sydney however we are open to applications across ANZ.

We understand that not everyone may meet every aspect listed in our job postings. If you are passionate about this role and believe you have the skills and drive to succeed, we encourage you to apply. We value diverse experiences and perspectives, and we are committed to building an inclusive and supportive workplace. Your unique background and talents could be just what we need to grow and innovate together.

Please note that you must have valid and permanent working rights in Australia or New Zealand to be considered. Applicants without appropriate working rights will not be considered.

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