Customer Success Manager

• Join a leading MSP in a collaborative high-energy environment
• Fast growing company with a team that empowers clients through technology
• Ready to own the client relationship and outcomes beyond BAU

Wed love to hear from youcome and explore the opportunity to join our dynamic team!

Champion Customer Experience and Delivery Excellence

Were looking for a Customer Success Manager to champion the client experience and ensure we meet our commitments across support client governance roadmap initiatives and projects.

Youll set the cadence and communication that ensure our interactions are consistent proactive and highvalue.

You excel at working with customers and internal teams to translate business needs into clear priorities that guide delivery and strengthen longterm partnerships.

About VISITS

Were a national Managed IT and Cyber Security Services Provider with our head office on St Kilda Road Melbourne. Our clients are mid-sized to small organisations including listed companies professional services firms and NFPs who want more than just IT support.

They stay with us because we deliver exceptional business outcomes and standout customer experiences. And were growing fast!

What Youll Do

Client Governance and Cadence

• Maintain regular client checkins (such as monthly touchpoints).
• Schedule and participate in Quarterly Business Reviews (QBRs) and governance meetings.
• Lead discussions on service performance and roadmap execution.

Roadmap Execution and Issue Management

• Responsible for facilitating approved roadmap initiatives coordinating with Account Managers to prioritise and phase work. Youll ensure each roadmap item is progressing actioned or rescheduled as needed guiding next steps with the client and working with our team to prepare the necessary proposals so roadmap items stay on track.
• Actively monitor progress dependencies and risks and address issues to remove delivery blockers and keep initiatives on track.

Service Delivery Ownership (non-BAU)

• Provide service delivery oversight across client projects and complex problems/issues.
• Responsible for the endtoend service experience outside BAU for assigned clients. Outside BAU activities (services projects and other direct communication with the team) you act as the clients single point of contact - either assisting them directly or engaging the right VISITS resource when theyre unsure who to approach.

Commercial Contract and Billing Alignment

• Manage daytoday service contract matters and oversee servicerelated billing queries and approvals.
• Provide Account Managers with insights into service performance to support client management and decisionmaking.

What Youll Bring

At least 3 years experience in MSP service delivery/account management.

Professionally youre a confident communicator who thrives in clientfacing environments bringing a strategic mindset and a passion for driving business growth through technology.

• Strong business acumen and presentation skills - confident presenting to C-level executives.
• Able to influence advise and build trust with technical and non-technical stakeholders.
• Familiarity with ITIL-aligned service management.
• Familiarity with Microsoft Technology stack.
• Desirable to have experience with HaloPSA and/or ScalePad.

Youll fit in if you

• Care deeply about customers and value organisations that deliver excellent service. You believe technology is a key driver of business success.
• Confident managing multiple clients at once without compromising quality or cadence.
• Interested in automation AI-driven tooling or service optimisation
• Enjoy a mix of autonomy team collaboration and responsibility
• Curious current and customer-focused

Why VISITS

We value our staff and offer competitive salaries and plenty of employee-focussed benefits.

We encourage career growth within our organisation. To support this we provide all staff with a personalised training and professional development plan.

Our Melbourne head office in St Kilda Road is a great place to work with breakfast snacks and light lunches supplied a cafe-quality coffee machine located close to public transport and lots more!

We have a great team culture and organise regular social gatherings including Friday Night Drinks.

Majority of your time will be based onsite at meetings at customer sites or in the VISITS Melbourne office with occasional interstate travel required. There is some flexibility to work from home for this role.

Other perks include:

• Novated leasing including FBT-free leasing of electric cars (where eligible)
• Savings on IT equipment and home NBN which you get at cost
• Access to company cars
• Optional participation in charity and fundraising events for mental health and similar causes

Employment Specifics

This is a full-time permanent role.

You must have a full drivers licence must be an Australian Citizen (or have ongoing work rights in Australia) and your employment is subject to completing a Criminal History Clearance Check.

Direct applications only - we are not engaging recruitment agencies for this role.

Please note that we will only be contacting applicants that have been shortlisted.