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Customer Success Manager - SMB

Melbourne Permanent Work from Home or Hybrid View Job Description
Join a growing, well-known SaaS business where you'll own customer retention across a large SMB customer base, using data, automation and digital engagement programs to improve customer outcomes. This role is ideal for someone who enjoys identifying risk signals, driving adoption at scale and using technology to influence retention across thousands of customers.
  • Own retention strategy across thousands of SMB customers.
  • Build AI-led programs with a clear progression path.

About Our Client

Our client is a well-established Australian technology company focused on improving communication and engagement within the healthcare sector. Their platform supports healthcare providers and patients through solutions that enhance operational efficiency and improve user experiences. With a strong customer-first culture and continued investment in technology, automation and AI, the business is strengthening its Scaled Customer Success capability to drive adoption, retention and long-term customer value at scale.

Job Description

As Customer Success Manager, you'll take ownership of retention outcomes across a large SMB customer segment, helping customers maximise value from the platform through proactive engagement and scalable success programs. You'll:

  • Monitor customer health data and identify early signs of risk or disengagement.
  • Design and optimise automated customer engagement programs, lifecycle communications and self-service resources.
  • Develop retention strategies that improve customer health, product adoption and recurring revenue outcomes.
  • Analyse customer behaviour and performance data to identify trends, risks and retention drivers.
  • Partner closely with commercial teams, surfacing expansion opportunities and ensuring customers have a seamless experience.
  • Leverage AI, automation and reporting tools to improve operational efficiency and customer engagement effectiveness.
  • Share insights, customer feedback and best practices to support ongoing improvement across the Customer Success function.



The Successful Applicant

  • 2+ years' experience in Customer Success, or a similar customer-facing role.
  • Exposure to SaaS or subscription-based business models.
  • Experience supporting customer retention within a high-volume or digitally managed customer base.
  • Strong analytical capability with the ability to identify patterns and insights from customer data.
  • Excellent written and verbal communication skills.
  • Sound commercial judgement and confidence managing retention scenarios.
  • Experience working with AI, CRM, reporting platforms, and data visualisation tools.
  • Exposure to healthcare, lifecycle marketing or customer engagement programs will be highly regarded.

What's on Offer

Competitive salary, dependent on experience.

You'll join a business investing in customer success, automation and AI, with the opportunity to own meaningful retention outcomes across a large customer segment. The role offers a hybrid working model based in Melbourne and a clear progression pathway.

Contact
Dan Perriton
Quote job ref
JN-112026-7140943
Phone number
+61386166215

Job summary

Function
Sales
Specialisation
Key Account Manager
Industry
Technology & Telecoms
Location
Melbourne
Job Type
Permanent
Consultant name
Dan Perriton
Consultant phone
+61386166215
Job Reference
JN-112026-7140943
Work from Home
Work from Home or Hybrid

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know. Michael Page acknowledge and pay our respects to the Traditional Custodians of the land we operate on.