Client Services Manager at Southern Cross Pharma

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

30 Dec, 26

Salary

50000.0

Posted On

01 Oct, 26

Experience

1 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Industry

Financial Services & Insurance

Description

We’re looking for a commercially minded Customer Success Manager who thrives on building trusted relationships, understanding client goals and helping customers achieve meaningful business outcomes.

In this role, you will support customer development, retention and long-term partnership management, ensuring clients receive maximum value from their Customer Driven subscription services and the broader expertise our team has to offer.

Why join Customer Driven?

At Customer Driven, we care about helping organisations improve the way they support their customers. You’ll work with a team that is passionate about creating Customer Experience Heroes and delivering practical, meaningful outcomes for the organisations we partner with.

You’ll collaborate with experienced specialists across customer success, consulting, technology, delivery and support, while building trusted relationships and contributing to long-term customer partnerships.

If you enjoy combining commercial thinking, curiosity and relationship-led problem solving, this role offers the opportunity to make a real impact.

What you’ll do

Onboard new customers into the Customer Success Manager program, setting clear expectations around engagement, support and success planning.
Build trusted relationships with key stakeholders and develop a clear understanding of their goals, challenges, commercial context and technology roadmap.
Develop Customer Success Plans that capture agreed actions, objectives, governance, quarterly reviews and roadmap opportunities.
Conduct annual onsite business reviews to understand customer operations, business priorities and use of Genesys Cloud or other supported platforms.
Prepare clear written reports that capture observations, insights and practical recommendations from business reviews.
Identify customer strategies, pain points and opportunities, and share relevant insights, resources and thought leadership.
Act as an escalation point for client issues, incidents and service concerns, ensuring customers are supported and matters are progressed appropriately.
Partner with internal teams, vendor partners and practice leads to identify opportunities for retention, growth, advocacy and improved outcomes.
Keep Salesforce records accurate and up to date, including client contacts, visit notes and opportunities.

About you

You’re a relationship-led professional who enjoys working closely with clients, solving problems and turning insights into practical actions. You balance commercial awareness with a genuine commitment to helping customers succeed.

What you’ll bring

A passion for delivering exceptional business value and successful outcomes for customers.
Experience in customer success, account growth, client relationship management or a similar environment.
Proven ability to support retention, upselling, cross-selling and customer success planning.
Strong commercial acumen, negotiation skills and stakeholder management capability.
Clear written and verbal communication skills, particularly in client management, reporting and presentations.
A collaborative, self-driven and flexible approach, with the ability to manage competing priorities.
Experience using Salesforce or similar CRM platforms to manage client records, opportunities and engagement activity.
A strong understanding of customer service operations, customer experience and continuous improvement.
Nice to haveGenesys Cloud certification or experience working with Genesys Cloud or similar contact centre platforms.
Experience in change management, customer feedback programs, usage and adoption insights, or NPS improvement initiatives.
Exposure to customer advocacy activities such as testimonials, case studies or reference programs.
Demonstrated thought leadership in customer experience, service operations or client success.

What success looks like

Clients see Customer Driven as a proactive, reliable and trusted partner.
Success plans are clear, actionable and aligned to client priorities, business goals and agreed outcomes.
Customer engagement, retention and satisfaction are supported through regular contact, relevant insights and practical recommendations.
Risks and opportunities are identified early and managed collaboratively with the right internal and client stakeholders.
Customer insights are translated into practical improvements that support adoption, loyalty and long-term value.
You help clients become Customer Experience Heroes within their own organisations.

What we offer

The opportunity to work with a collaborative team across customer success, consulting, technology and service delivery.
Exposure to leading customer experience technologies, including Genesys Cloud and related platforms.
A role where you can influence how customers realise value, build meaningful relationships and directly support business outcomes.
A supportive environment where curiosity, continuous improvement and customer impact are valued.

How to apply

If you are interested in this opportunity, please submit your resume and a brief cover letter outlining your experience, relevant skills and why you are interested in the Customer Success Manager role.

Customer Driven is an equal opportunity employer. We welcome applications from people with diverse backgrounds, experiences and perspectives.

Responsibilities