Senior Customer Success Manager

Aussie Broadband

. Build and maintain trusted customer relationships as a key contact and advisor .

Posted 9/24/2026full-timeSydney • AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and maintaining customer relationships, managing complex customer engagements, and driving continuous improvement initiatives. Proficient in facilitating communication and collaboration across teams to ensure successful project delivery and customer satisfaction.

Highest-signal resume keywords

Customer Relationship ManagementProject ManagementProblem-Solving SkillsCommunication SkillsCustomer Success Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Project SequencingStakeholder ManagementOperational ManagementCustomer OnboardingPerformance Monitoring

Soft Skills

AdaptabilityEmpathyCuriosityFacilitation SkillsStrategic Thinking

Industry Keywords

TelecommunicationsService DeliveryNumber PortabilityNBNFibreEthernet ServicesRegulatory Frameworks

About the role

Key responsibilities & impact

Build and maintain trusted customer relationships as a key contact and advisor
Help customers understand objectives and maximise value from products and services
Coordinate customer onboarding, implementation, and ongoing success initiatives with internal stakeholders
Manage priorities, capacity, and project sequencing with business stakeholders
Drive continuous improvement initiatives for customer experience and operational effectiveness
Identify risks and develop solutions collaboratively
Manage the end-to-end delivery lifecycle from kick-off through completion
Facilitate customer workshops, governance forums, project reviews, and stakeholder meetings
Monitor project milestones, dependencies, and key performance indicators
Maintain high-quality communication, documentation, and reporting standards
Champion customer advocacy by translating business needs into successful outcomes
Contribute to collaboration and knowledge-sharing across Customer Success, Delivery, and Commercial teams

Requirements

What you’ll need

Demonstrated experience building strong customer and stakeholder relationships at all levels, including senior leaders and executives
Strong problem-solving skills and the ability to navigate complex situations with confidence and empathy
Ability to balance strategic thinking with hands-on execution
Experience managing complex customer engagements and cross-functional initiatives
Strong communication, facilitation, and presentation skills
Adaptability, curiosity, and a continuous improvement mindset
Experience in Customer Success, Service Delivery, Operations, Telecommunications, or Technology environments
Understanding of telecommunications industry practices, including Number Portability, NBN, Fibre, or Ethernet services (advantageous but not essential)
Knowledge of industry and regulatory frameworks
Understanding of workforce management or operational management practices is desirable
Telecommunications and/or IT operational management experience preferred

Benefits

Comp & perks

26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government-paid leave)
Discounted internet up to the value of $109 per month
20% off Mobile services
Fitness Passport for access to multiple gyms and pools across Australia
Flexible working arrangements
Employee Assistance Program (EAP)
Discounts with Specsavers, HCF, and many more
Monthly rewards and recognition
Internal training and development resources to support your career growth
Yearly Aussie merch allowance
Paid community service leave for all staff
Pledge 1% commitment and community sponsorship programs