Customer Success Manager at Breadcrumb

, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

0.0

Posted On

02 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, SaaS Implementation, Relationship Building, Commercial Acumen, Retention, Expansion, Stakeholder Management, Negotiation, Problem Solving, Cross-functional Collaboration, Data Analysis, Forecasting, HubSpot, Customer Advocacy, Change Management

Industry

Software Development

Description

At Breadcrumb, we’re a trusted partner to construction teams. We help people on-site and in the office stay connected, compliant and confident, without adding complexity or admin for admin’s sake. As a Customer Success Manager, you’ll own and grow relationships with a focus on mid-market customers across AU/NZ. You’ll lead from the front: setting the standard for customer partnership, commercial outcomes and how we show up for the construction industry every day. What you’ll do Own a portfolio of high-value, complex customers, accountable for implementation, retention, expansion and long-term impact. Build trusted, senior relationships with customer stakeholders - from site leaders to executives - to deeply understand their business goals, risks and operating environment. Contribute to customer strategy, including success plans, commercial conversations, renewals and expansion opportunities. Clearly articulate the value Breadcrumb delivers, tying product usage and outcomes back to customer objectives, safety, compliance and efficiency. Proactively monitor customer health and performance metrics, using data to identify risk, unlock growth and guide best-practice adoption. Act as a customer advocate internally, influencing Product, Support and Sales to improve outcomes for customers and the wider market. Guide customers through change, supporting complex SaaS implementations and driving meaningful adoption across site-based teams. Identify high-impact customer stories, case studies and referrals that showcase real-world results. Maintain accurate account, activity and forecasting records in HubSpot. Support escalations when needed, bringing clarity, calm and ownership to complex issues. Travel occasionally to customer sites and interstate, getting boots on the ground when it matters. What you’ll bring 3-5 years’ experience in Customer Success, Account Management or a similar customer-facing role within SaaS or technology-led businesses. Proven experience owning and growing complex, high-value customer relationships. A strong commercial mindset, with a track record of hitting retention and expansion targets. Confidence leading senior stakeholder conversations, including negotiation and objection handling. Experience implementing SaaS products and supporting customers through operational and behavioural change. Strong problem-solving skills - you can break down complexity and turn it into clear, practical action. Comfort working cross-functionally with Sales, Product and Support in a fast-moving environment. A grounded, direct communication style - credible with construction leaders and aligned with Breadcrumb’s values. Bonus: experience working with construction, property, infrastructure or compliance-focused customers. Why You’ll Love Working Here We’re an ambitious, high-performing team-building technology that makes a difference. You will have the opportunity to truly own your craft with autonomy. Make a visible impact both internally and across the construction industry. The genuine opportunity to thrive personally and professionally in a supportive, collaborative environment that values balance and wellbeing. We invest in our teams’ well-being and professional development with support that includes paid mental health days off, an EAP, and annual individual professional and personal growth funding. Flexibility to work remotely. A culture that values curiosity, innovation, and doing great work together to achieve collective success. At Breadcrumb, we are committed to building an inclusive workplace that values diversity of thought and perspective, and reflects a wide range of experiences and ideas. We consider all qualified applicants based on merit, skills, and potential, without discrimination based on any legally protected attributes or status.

Responsibilities

The Customer Success Manager will own and grow relationships with mid-market customers across AU/NZ, being accountable for implementation, retention, expansion, and long-term impact for a portfolio of high-value, complex accounts. This role involves building senior relationships, contributing to customer strategy, articulating product value, monitoring health metrics, and acting as an internal customer advocate.