Customer Success Operations Manager

📋 Description

• Take ownership of the complete customer success cycle, ensuring that opportunities transition smoothly from discovery to delivery with a well-defined structure, cadence, and governance.

• Conduct market and opportunity analysis, identifying tenders, funding initiatives, and emerging signals while facilitating early-stage qualification and decision-making.

• Champion the creation of high-quality proposals and tenders, managing timelines, governance, and cross-functional contributions to deliver engaging and compliant submissions.

• Facilitate customer engagement by preparing strategic briefing materials and meeting agendas, ensuring that actions are effectively tracked and progressed.

• Manage contract governance and lifecycle coordination, assisting with onboarding, renewals, and ensuring a seamless transition into the delivery phase.

• Oversee customer impact reporting, enabling data-driven storytelling, performance insights, and ongoing improvement across all engagements.

• Maintain internal reporting and data integrity, ensuring that Salesforce and reporting systems provide accurate, real-time insights to aid in decision-making.

• Lead and nurture the Customer Success Coordinator team, developing scalable capabilities and cultivating a proactive, high-quality operational culture.

⛳️ Requirements

• Demonstrated experience in leading operations, enablement, or coordination functions within complex, multi-stakeholder environments.

• Strong knowledge of proposal, bid, and contract lifecycle processes.

• Proven ability to design and execute end-to-end operating models or workflows.

• Exceptional skills in stakeholder management, communication, and coordination.

• Strong analytical capabilities and the ability to convert data into actionable insights.

• Experience in leading or developing small teams and creating scalable processes.

• A mindset that combines commercial insight, adaptability, and human-centered thinking, with a commitment to achieving meaningful customer outcomes.

🏝️ Benefits

• Excellent work-life balance - this role offers significant flexibility to work from home, with the option to be based anywhere in Australia!

• Attractive 35% subsidized Medibank/ahm health insurance, which can also cover your pets, vehicles, upcoming travel, and home.

• Currently, our employees enjoy a 25% discount on travel insurance.

• 14 weeks of paid parental leave for all eligible employees, regardless of whether you are the primary or secondary caregiver - we are proud to be recognized as the top workplace for dads.

• Feel Good Health Hub – a mobile digital platform offering access to a variety of clinical health and well-being services at your fingertips, including easy appointment booking with trusted professionals for health & well-being checks.

• Great Discounts – as an employee, you can enjoy various discounts with partners such as Apple, Samsung, Telstra, HP, SpecSavers, cinema and theme park tickets, Wyndham Travel, and more.