Customer Success Manager
Customer Success Manager
Posted on :
01-08-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
01-08-2025
Job Description
About Megaport
Were not your typical tech company and we dont want to be. Megaport is the global leader in Network as a Service (NaaS) and has transformed the way businesses connect to the cloud data centers and each other. Were publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon Microsoft Google Oracle IBM and more. Headquartered in Brisbane with a crew of over 350 people spread across Asia-Pacific Europe and the Americas our employees enjoy an environment that is collaborative supportive and (actually) fun.
Our Team Culture
Were a team of problem solvers pixel pushers code slingers and cloud fanatics. Culture is more than a poster on the wall here collaboration beats hierarchy curiosity fuels our growth and everyones voice matters. We take our work seriously but not ourselves. We work across time zones to execute on our global vision trust each other to get things done and never compromise our values for commercial gain. Most importantly we place our customers at the center of everything we do.
The Role
Reporting to the Director of Customer Success - NAM the Customer Success Manager (CSM) will act as a main point of contact for and interface with existing customers. This individual will have a core focus on post-sale relationships including enablement service performance renewals and upselling and supporting the overall customer experience.
Theyll be accountable for driving both incremental sales and retaining existing revenue by proactively reaching out to customers and introducing them to new product enhancements service developments pricing initiatives and other benefits of the Megaport proposition.
The position will sit within the wider Integrated Accounts Team working closely alongside a Direct Sales Executive and Solutions Architect in the North America region. The CSM plays an integral role on the team and ultimately theyll be responsible for providing ongoing commercial interaction for a designated customer base aiming to expand retain and develop increased value from this nominated account list.
Tasked with supporting and delivering on Megaports value proposition you will continually strive to increase customer dependency from the numerous and ever-growing range of Megaport benefits.
What Youll Be Doing
- As part of the Integrated Account Team this role will collaborate with Direct Sales Executives and Solution Architects to drive grow and retain targeted revenue from our existing customers focusing on supporting the overall customer experience.
- Proactively drive the renewal process across a wide base of customers and Increase long-term revenue potential by converting customers on month-to-month to term subscriptions at renewal.
- Act as a trusted advisor to existing customers focusing on initial onboarding and enablement to ensure quick time to value as well as providing information about Megaport enhancements new products and ecosystem partners.
- Be responsible for proactive sequenced outreach communications across a large base of customers driving further adoption solution awareness and opportunities to engage with Megaport and our partner community.
- Champion customers throughout their entire customer journey including facilitating the resolution of customer-related issues and concerns from a Commercial and Sales standpoint and understanding how we can add more value.
- Nurture the nominated customer base identifying key targets and operating an engagement strategy based on opportunity and the customer vertical market or needs.
- Report on and analyze customer experience by understanding customer needs and communicating trends to the wider Megaport team. Report growth opportunities through pipeline updates with SFDC updates.
- Maintain in-depth knowledge of Megaport products and solutions and be able to propose and demonstrate these to the customers whilst being aware of rival services or products. Maintain and share a value add opinion on Megaport and where we fit in the customers ecosystem.
- Review with management to understand key objectives and execute tasks that are aligned with the goals of the business; which will flex per the business focus or plans.
- Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth.
- Acting as a subject matter expert you will evaluate customer feedback and make recommendations to continually align and improve processes that provide visibility and an understanding and measurement of business performance against performance targets.
- Collaborate with other departmental teams (Finance Operations etc.) in helping to resolve challenges impacting the customers service experience.
What We Are Looking For
- 3 years experience within the Enterprise software market or Internet/Telecommunications industries.
- 3 years experience in an Account Management or Customer Success role.
- ability to work in a fast-paced technical environment with multiple tasks or goals.
- Strong verbal and written communication skills as well as the ability to collaborate and work effectively across internal and external organisations.
- Demonstrate ability to identify customer needs appreciate and understand the customers service issues or pain points and present a suitable solution.
- Ability to deliver revenue results and operate in a consultative-based selling approach.
- Ability to work with the wider Megaport teams to focus on revenue generation and results.
- Maintain records reports and data as per the Megaport models with a focus on revenue retention from the existing agreed customer list.
- Strong verbal and written communication skills are a must as well as the ability to work effectively across internal and external organisations.
- Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired.
What We Offer
- Flexible working environment a remote-first culture with coworking options available
- Generous leave plans including 4 weeks of paid annual leave parental leave birthday leave and a purchased annual leave program
- Health and wellness support through a wellness allowance and employee wellbeing initiatives
- Comprehensive learning support generous study and training allowance plus 5 days of paid study leave
- Creative modern workspaces designed to inspire when youre not working remotely
- Motivated inclusive team work alongside industry experts and fresh talent
- Recognition programs celebrate achievements with our Legend and Kudos awards
- For U.S. employees access to medical dental and vision insurance plus a 401(k) plan
#LI-DNI
If you have any questions please reach out to Megaports Talent Acquisition Team at
NOTE: All Megaport business correspondence is conducted via our business email accounts (@). If you have any concerns please reach out to Megaports careers team directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams and does not associate with any email accounts under @.
All applications will be treated in confidence.
Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants why and how we store and use it. Note that youre entitled to know what personal data of yours Megaport holds to request updates rectification and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaports data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.
Required Experience:
Manager
Employment Type
Full-Time
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