Customer Success Manager

We're on the lookout for a customer-centric Account Manager/Customer Success Manager to play a critical role in driving customer satisfaction, retention, and long-term revenue growth. If you thrive on building relationships, solving problems, and shaping future success, we want to hear from you!

In this customer-facing role, you will act as a trusted advisor to our clients, guiding them through every stage of their journey with Soprano from onboarding and training through to adoption, expansion, and renewal. Your focus will be on ensuring customers realise maximum value from the platform while building strong, lasting partnerships that drive mutual success.

You will collaborate closely with cross-functional teams, including Business Development, Product, and Technical Support, to identify new use cases, uncover growth opportunities, and deliver exceptional customer experiences. By proactively engaging with clients, championing both existing and new platform capabilities, and providing strategic guidance, you will help customers achieve their business objectives while contributing directly to Soprano’s commercial success.

What You'll Do:

This includes but is not limited to:

• Coordinate with Business Development Managers to ensure a smooth handover of new clients and in preparation for customer onboarding and training.

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them to measure success using the Soprano platform.

• Retain and renew existing client portfolio and ensure high customer satisfaction scores and feedback.

• Enable successful adoption of Soprano including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.

• Maintain a cadence of communicating with end clients or via channel partners to drive customer adoption trends, sentiment, and mining opportunities for deeper engagement with our direct customers or via our joint channel partners.

• Identify opportunities for channel customers to act as Soprano / Partner advocates (e.g. testimonials, case studies)

• Collaborate closely with go-to-market teams to support new use cases, pilots, renewals, and expansion opportunities.

• Marshall resources across the Soprano organisation as needed to support customers’ needs.

• Represent the voice of our channel to inform our sales process and product roadmap from a post sales engagement perspective.

• Contribute to Customer Success programs, process, and knowledge base improvements.

• Perform gap analysis of requirements against existing deliverables.

• Ensure Soprano platform technology skills and product knowledge are kept up to date.

• Proactively seek opportunities to broaden and deepen knowledge base and proficiencies.

• Track and monitor performance and action plans to achieve targets.

• Guide new customers through the onboarding process by working with the relevant internal teams to use automated tools and resources.

• Develop and maintain self-service resources such as tutorials, FAQs, and knowledge base articles.

• Foster a community of channel-based end users through forums, user groups, and social media engagement.

• Identify and cultivate customer advocates who can provide testimonials, case studies, and referrals.

• Working with marketing and installed based programs leads to planning digital engagement and programs to target and improve the overall experience of our installed base customers.

• Where required, you will take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews that meets customer SLAs.

What You'll Bring:

• 4+ years’ experience in Account Management, Customer Success, or Sales within SaaS, Enterprise Software, or technology environments.

• Proven track record of achieving retention, renewal, upsell, cross-sell, and revenue growth targets across a portfolio of accounts.

• Strong commercial acumen with the ability to analyse customer data, identify growth opportunities, and develop account expansion strategies.

• Experience negotiating and closing renewals, expansion deals, and commercial agreements.

• Skilled at building trusted customer relationships, driving engagement, and mitigating churn.

• Results-driven with a demonstrated ability to meet or exceed revenue and growth KPIs.

• Excellent communication, presentation, and stakeholder management skills.

• Strong analytical and problem-solving capabilities, able to translate insights into actionable outcomes.

• Highly organised, proactive, and able to manage competing priorities in a fast-paced environment.

• Collaborative team player who can effectively partner with Sales, Product, and Support teams to drive customer and business success.

• Advanced proficiency in Excel, PowerPoint, Word, and Google Workspace.

• Experience with Salesforce, ChurnZero, Jira, or similar CRM and customer success platforms is highly regarded.

Why you should choose Soprano:

At Soprano, we’re shaping the future of enterprise communication. Here’s what makes working with us truly one of a kind:

• Industry Leadership: Join a global leader in the CPaaS (Communication Platform as a Service) space with a customer-first approach that allows us to achieve significant results with our clients and partners, ensuring we continue to lead in enterprise communications.

• Tech-Driven Innovation: We’re passionate about building future-ready technology that fosters deeper trust, richer meaning, and stronger connections. If you love working on impactful solutions, you’ll feel right at home here.

• Global Team, Local Feel: Headquartered in Sydney, we operate across Europe, North America, South America, Southeast Asia, and New Zealand - giving you the opportunity to collaborate with diverse teams and gain global exposure.

• People-First Culture: We believe in creating a workplace where everyone feels respected, valued, and empowered to bring their best selves to work. We trust our employees to achieve and give them the tools to succeed.

• Learning and Development: As a nimble company with a global footprint, we offer unique opportunities to grow your skills, gain cross-market insights, and accelerate your career in a dynamic environment.

• Hybrid Working: We embrace hybrid work and remote roles where possible, giving you the freedom to stay connected with global teams while making space for what matters most in your life.

• Refer a Friend, Get Rewarded: Know someone amazing? Refer them to Soprano and get rewarded when they join the team permanently. Great people know great people, and we give you the opportunity to influence

• Wellness that works: We provide several global benefits such as birthday leave, employee assistance program, annual wellness subsidy, down to having a fully stocked kitchen with fun office events that bring the team together.

• Supporting Parents: We know family comes first and to celebrate this major milestone, Soprano provides additional parental leave to primary and secondary carers.

People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications of all backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.

 All successful applicants will need to provide two professional reference checks and are subject to satisfactory background checks. For Further information visit our website on Candidate Privacy Policy.