Customer Success Manager - Team Leader

Location
Coburg VIC•Hybrid work
 
Full job description
Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024-2025 and one of the Best Places to Work Medium Large Size in Australia for 2025, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Customer Success Manager - Team Leader to join our Sales in Coburg.
As the Customer Success Manager – Team Leader, you will lead a team of Customer Success Managers (CSMs) while directly managing key customer relationships to drive satisfaction, retention, and growth. You’ll act as a player-coach, guiding your team in delivering exceptional customer experiences while setting the standard through your own direct engagements.

This is a leadership role for someone who is customer-obsessed, IT astute, commercially minded, highly collaborative, and thrives in a fast-paced, high-growth environment.

Requirements

What you'll do:

Coach and mentor Customer Success Managers, building skills and capability.
Set and review performance targets to drive individual and team success.
Foster a high-performing, values-aligned, and collaborative team culture.
Lead team meetings and promote knowledge sharing and continuous improvement.
Manage a portfolio of strategic accounts as a trusted advisor.
Drive engagement, adoption, and retention to maximise customer value.
Identify growth opportunities and partner with sales to expand accounts.
Lead or support resolution of escalations with cross-functional input.
Help shape and implement customer success strategies and lifecycle programs.
Monitor customer health and lead initiatives to improve NPS and satisfaction.
Collaborate with internal teams to represent the voice of the customer.
Provide feedback to influence product roadmap and service enhancements.
Maintain accurate records of activities, pipeline, and forecasts in CRM.
What you'll bring:

Proven experience in Customer Success, Account Management, or similar customer-facing role, in a leadership or team lead capacity.
Demonstrated success in managing teams and strategic customer relationships.
Strong commercial acumen with experience driving renewals, upsell, and customer growth.
Exceptional communication and stakeholder management skills, internally and externally.
Comfortable with data and reporting to inform decisions and measure impact.
A proactive problem solver with a growth mindset and a genuine desire to help customers succeed.
Experience in a Managed Services Provider is essential.
Experience in SaaS and/or Technology engineering background is advantageous.
Knowledge of sales methodologies and CRM tools.
Ability to manage projects, multitask, and meet deadlines effectively
Self-motivated and results-oriented mindset.
Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.
Benefits

Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

Hybrid working (for majority of our roles) with team anchor days to support collaboration.
Extensive training and development opportunities that enable continual growth as part of your career planning.
Extensive discounts and benefits to maximise your money.
A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.


CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.


Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

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