Customer Success Manager

About us

We’re proud to be Australia's #1 Technology Great Place to Work 2025 for the second year running! This is in addition to being Great Place to Work Certified 2024. 

Macquarie Cloud Services are the Australian specialists in cloud services for business and government. Locally owned and operated, with an industry-leading customer service model, we’re trusted by our customers to provide the services that enable their business success.

We have made it our challenge to make our people feel good and love the work they do. Because of this, our people are energised and motivated in their work. 

We believe that collaboration & team connection is key for success. This role will be based in Sydney with a blended working arrangement of 3 days in our CBD offices & the remaining working from home. #LI-Hybrid

The Opportunity

We’re building our new Customer Success team, and this is your opportunity to help shape our customer success function.

We’re proud to have one of the highest Net Promoter Scores in the industry (consistently 90 ), a reflection of how deeply we care about customer experience and outcomes. This is a customer-driven company where customers are genuinely happy, expectations are realistic, and you’re supported by teams that actually deliver.

As a Customer Success Manager, you’ll play a critical role in ensuring our customers realise long-term value from our cloud solutions. You’ll own the end-to-end customer lifecycle from onboarding and adoption through to renewal creating seamless experiences that drive retention, advocacy, and sustainable growth.

This role is focused on building trusted, strategic relationships with key stakeholders, including economic buyers and executive sponsors, to protect and grow revenue while ensuring customers achieve measurable outcomes.

If you’re excited by the opportunity to influence how Customer Success is built, work in a high-trust environment while delivering for happy customers and make a real impact on customer outcomes, we’d love to hear from you.

• We have been awarded Australia's #1 Great Place to Work 2025 for the second year running!
• We're Great Place to Work Certified 2024, 2025 and 2026.
• For the third year in a row, we have been named a Global Winner of the 2026 Gallup Exceptional Workplace Award!
• We're the #1 Managed Services Cloud business in Australia.
• We have the highest Net Promoter Score on the ASX, the World's best customer experience & crowned in 2020 at the World Communications Awards.
• You’ll make an impact: Enjoy being part of a driven team with a collaborative culture that values decision-makers and action.
• We Invest in you: Accelerate your career through our learning and development opportunities - think Gallup strengths-based training, defined career pathways and fantastic internal mobility opportunities across the group.

• Driving ongoing customer engagement,
• Fostering account growth and retention,
• Minimising churn by proactively guiding customers,
• Achieving maximum value for the customer from our solutions,
• Addressing any challenges in a timely manner,
• Serving as a trusted advisor committed to customers’ ongoing success. 

• Experience in technology, SaaS or Cloud industries is a mandatory requirement.
• 3 years of experience in a customer success role.
• Passionate about customer experience and technology.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Experience building relationships with C-level, executive customers.
• Customer-centric mindset with excellent interpersonal, communication, and problem-solving skills.
• Self-driven, results-oriented, and curious: Bias for action and committed to iterating when necessary.
• Demonstrated strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Proficiency with CRM tools, customer success platforms, and analytics tools.
• Team player with collaborative approach.

• Advanced degree in Business, IT or Communications.
• Relevant certification in Customer Success, Account Management, or related fields (e.g., SuccessHACKER, CSM certification).
• Knowledge of customer success best practices and frameworks.
• Successfully owned a territory, and oversaw 100 accounts
• Experience in managing strategic account planning & execution enterprise-level accounts.
• Proficiency in handling customer escalations and resolving conflicts.

If this excites you, apply now, we'd love to hear from you!