Senior Customer Success Manager

Build the customer success function that turns great technology into lasting customer value.

CommBox is looking for an experienced and commercially minded Senior Customer Success Manager to lead the next stage of its customer success capability. This is an opportunity to build a proactive customer success function that goes beyond responding to issues. You will help customers successfully adopt CommBox technology, embed it into their daily workflows and continue to realise value long after installation. You will lead the Customer Success team, shape the customer journey and work closely with customers, distributors, resellers and internal teams to create a consistent and valuable experience across the full customer lifecycle.

About CommBox

CommBox is an Australian technology company designing interactive displays, commercial displays, LED solutions and software that help people communicate, collaborate, teach and learn. CommBox works across education, enterprise, government and secure environments, supported by a network of distributors, resellers and integration partners throughout Australia and New Zealand. As CommBox continues to grow, customer adoption and long-term value are becoming increasingly important. The Head of Customer Success will play a central role in ensuring customers do not simply purchase CommBox technology—they use it confidently, achieve meaningful outcomes and become advocates for the brand.

The Opportunity

As Senior Customer Success Manager, you will own the strategy and operating model for the CommBox customer success function. You will lead the team responsible for onboarding, adoption, customer engagement, strategic reviews, training, account health and customer advocacy. You will also establish the systems, processes and measures required to identify customer risks, improve engagement and uncover opportunities for additional value.

This role requires someone who can think strategically while remaining close to customers and day-to-day execution. You will be equally comfortable developing a customer success roadmap, coaching a team member, presenting to a senior customer or coordinating the resolution of a complex issue.

What You Will Do

• Develop and implement CommBox’s customer success strategy and operating model.
• Own the post-sale journey from handover and onboarding through to adoption, value realisation and advocacy.
• Find and build a winning team of CSM’s.
• Build scalable onboarding, training, Masterclass and customer adoption programs.
• Establish customer health measures, account segmentation and proactive engagement plans.
• Lead strategic account reviews and executive customer conversations.
• Identify customer risks early and coordinate effective responses across internal teams.
• Partner with Sales to identify repeat purchasing, cross-sell and expansion opportunities.
• Work with Support, Product and Operations to resolve customer issues and improve the overall customer experience.
• Turn customer feedback and engagement data into actionable business and product insights.
• Strengthen relationships with CommBox distributors, resellers and integration partners.
• Develop customer advocacy through references, testimonials, case studies and events.
• Maintain strong CRM discipline and provide clear reporting on customer performance, risks and opportunities.

What You Will Bring

You are an experienced customer success leader who understands that customer success is created through action, not simply measured through satisfaction surveys.

You will bring:

• Seven or more years’ experience in customer success, account management, customer experience or service delivery.
• At least three years’ experience leading a customer-facing team.
• A track record of building structured customer journeys, adoption programs or customer success processes.
• Strong commercial acumen and an understanding of the connection between customer value, retention, repeat purchasing and growth.
• Experience working with complex B2B customers and senior stakeholders.
• The ability to understand and communicate the value of technology combining hardware, software and services.
• Excellent leadership, coaching and team development capabilities.
• Strong presentation, communication and relationship-management skills.
• Confidence using CRM data, customer insights and performance measures to prioritise action.
• A practical, accountable and solutions-focused approach.
• The ability to work effectively across Sales, Product, Support, Marketing and Operations.

Experience within professional AV, education technology, workplace technology, SaaS or a channel-led technology business will be highly regarded. Experience with HubSpot, customer health frameworks, adoption programs and strategic business reviews would also be valuable.

Why Join CommBox?

This is a senior role with the opportunity to directly influence how CommBox supports its customers and grows its business.

You will have the opportunity to:

• Build and shape the customer success function rather than inherit a fixed model.
• Work with innovative Australian-designed technology.
• Influence product, customer and commercial strategy.
• Work closely with senior leaders across the organisation.
• Help education and business customers achieve more value from their technology.
• Join a company that values innovation, accountability, human connection and making work fun.

Location and Travel

This is a full-time, Sydney-based position with hybrid working arrangements and regular attendance at the CommBox office. Travel within Australia and occasional travel to New Zealand will be required for customer meetings, partner engagement, training and industry events.