Customer Success Manager in 2 Market Street at Macquarie Technology Group

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

At Macquarie Cloud Services, customer experience isn’t just a metric — it’s part of who we are. With industry-leading Net Promoter Scores consistently above 90, we’ve built a business where customers genuinely value our partnerships, expectations are realistic, and our teams deliver on what we promise.

As a Customer Success Manager, you’ll become the trusted advisor for a portfolio of cloud customers, helping them realise long-term value from their technology investments. You’ll own the entire customer journey — from onboarding and adoption through to renewal and growth — ensuring customers achieve measurable business outcomes while strengthening long-term partnerships.

This is more than a traditional account management role. You’ll build relationships with executive sponsors, economic buyers and key stakeholders, proactively manage customer health, identify growth opportunities and advocate internally for your customers. Working closely with Sales, Service Delivery, Product and Technical teams, you’ll help customers maximise value while protecting and growing revenue.

If you enjoy building strategic relationships, influencing outcomes and making a genuine impact on customer success, this is an opportunity to help shape a growing function within one of Australia’s most customer-obsessed technology businesses.

• Own customer retention, renewal and long-term success across your portfolio.
• Develop and execute customer success plans aligned to customer goals and business outcomes.
• Build trusted relationships with executive sponsors, economic buyers and technical stakeholders.
• Lead regular business reviews, health checks and strategic customer conversations.
• Drive customer onboarding, enablement and adoption programs.
• Monitor customer health, usage trends and risk indicators to proactively minimise churn.
• Identify opportunities for product adoption, account growth and cross-sell opportunities.
• Partner with Sales, Product, Service Delivery and Technical teams to advocate for customer needs.
• Act as the voice of the customer internally to influence service improvements and product enhancements.
• Maintain accurate customer health, engagement and renewal data within CRM platforms.
• Resolve commercial issues, escalations and customer challenges quickly and effectively.
• Deliver exceptional customer experiences that create advocates for our brand.

• 3+ years’ experience in Customer Success, Account Management or a related customer-facing role within cloud, SaaS, technology or managed services environments.
• Proven experience managing customer portfolios, driving retention, renewals and long-term customer success.
• Ability to build trusted relationships with executive sponsors, economic buyers and senior stakeholders.
• Customer-obsessed with a passion for delivering exceptional experiences and measurable outcomes.
• Commercially minded with the ability to identify growth opportunities and protect revenue.
• Proactive, curious and solutions-focused, with a strong bias for action and continuous improvement.
• Exceptional communication, relationship-building and stakeholder management skills.
• Strong problem-solving abilities, including managing customer escalations and resolving complex issues.
• Highly organised with the ability to manage multiple customers, priorities and competing deadlines.
• Experience using CRM, customer success and reporting platforms to drive customer engagement and insights.
• Collaborative team player who enjoys working across sales, technical and delivery teams.
• Relevant qualifications in Business, IT or related disciplines, and Customer Success certifications are highly regarded