Senior CSM

Customer Success Lead

At b2wise, we help customers get real value from our supply chain planning platform. We're looking for a Customer Success Lead to be the go-to person for delivery, support, and adoption across your region.

The role

You'll sit at the intersection of customer success, solution delivery, and technical support — making sure customers get set up well, get answers fast, and get lasting value from the platform. You'll coordinate implementations, keep support quality high, and work closely with our Product, Development, Support, and Project Delivery teams. You'll also coach and support our junior Customer Success Managers, sharing knowledge and guiding day-to-day. This is a hybrid role with in-office time required.

What you'll do

• Act as the regional point of contact for customer success and solution delivery

• Support complex implementations, configurations, and customer requirements

• Keep support tickets high-quality and help drive root cause analysis

• Coordinate priorities and commitments across Support and Development

• Coach junior Customer Success Managers and run training for customers and internal teams

• Capture customer feedback and feed it into product and roadmap discussions

• Maintain clear technical and operational documentation for your region

What you'll bring

• Experience in customer success, support, solution delivery, or a related operational role within SaaS

• A solid understanding of SaaS implementation and customer support processes

• Strong communication, collaboration, and problem-solving skills

• Supply Chain or Logistics experience preferred

• A knack for coaching and lifting up junior team members

• Experience documenting technical or operational processes

Requirements

• Graduate degree in engineering or a similar field

• At least 3 years' experience in a similar role

• Full work rights in Australia

Sound like you? We'd love to hear from you.