Client Success Manager

About the business

CT Group Solutions was founded with a vision to provide world-class, superior quality, Information Technology services to businesses Australia-wide. Our growing client base has come to trust and value our expertise, professionalism and tailored service approach.

We have worked hard to create a company that can set the standard for service delivery whilst providing a fulfilling and enjoyable environment for all of our team.

About the role

The Client Success Manager (CSM) manages and nurtures long-term client relationships to drive retention, growth, and referrals. As the conduit between clients and our internal teams, you act as a trusted advisor - ensuring client needs are understood, solutions are aligned to business goals, and service delivery exceeds expectations.

This role combines strong technical capability with exceptional customer service. It's suited to someone who thrives in a fast-paced environment, enjoys working directly with clients, and is passionate about technology. You'll draw on your technical expertise to translate complex requirements into practical, actionable outcomes, while also building trust, communicating clearly, and delivering a great experience for our clients. You'll be expected to stay current with industry trends, continuously develop your skills, and proactively look for ways to add value.

Key Responsibilities

• Build and maintain strong client relationships through regular client meetings.
• Serve as the conduit and trusted advisor for clients, representing their interests internally
• Act as the escalation point for client issues, ensuring timely resolution with the relevant internal teams.
• Gather client feedback and identify opportunities for improvement and collaborate with internal projects, operations and management teams to resolve and improve services, projects, and support
• Facilitate client interactions whether in person, via phone, or through virtual meetings to explore business objectives, introduce emerging technologies, and provide guidance in response to client queries
• Identify and develop new business opportunities within existing accounts
• Prepare and present tailored proposals, working with project teams from requirements discovery through to delivery
• Maintain accurate records and client information in CRM systems
• Respond promptly to client communications and manage follow-up actions
• Support continuous improvement of processes and client experience

Benefits and perks

• A great working environment with a high-performing, supportive team
• A workplace that values attitude and initiative, with genuine opportunities for career progression
• Flexible working arrangements, including work-from-home options
• A 360-degree feedback and rewards platform used daily across the business
• A vibrant and engaging social culture with regular team events
• Access to discounted hardware and software
• Strong focus on continuous learning, development, and professional growth
• Opportunities to travel, including occasional overseas work trips

What you'll bring to CT Group

• 3+ years of experience in Client Services, Account Management, or similar roles within an MSP or IT services environment
• A consultative, relationship-driven approach, with the ability to understand client needs and translate them into meaningful outcomes
• Confidence presenting to senior stakeholders and C-suite leaders, both technical and non-technical
• Proven ability to work collaboratively with cross-functional teams - Operations, Projects, and Leadership
• Experience managing client pipelines, proposals, and renewal cycles
• Technical understanding across one or more areas: cloud, networking, infrastructure, cybersecurity, modern workplace or voice/telephony
• Exceptional communication, organisation, and follow-through, with a strong focus on client experience and service quality
• A proactive mindset, willingness to learn, and the ability to thrive in a fast-paced environment