Customer Success Manager

Company Description

Are you ready to be a big part of something big? 

At carsales, we’re all about making buying and selling a great experience. Since 1997, we’ve been evolving with the new economy to help people choose how they move today and tomorrow. 

When it comes to your career, we want to offer meaningful opportunities that empower you to make a lasting impact. But for that to happen, we strive to feel small - small enough to stay agile, learn across teams, and connect authentically with each other. 

With a vision to be the global leader in online vehicle marketplaces, we’re transforming how people buy and sell across the world. We discover new ideas and bring them to life. We continue to grow, and we continue to evolve, and we’re not afraid to take bold steps to get there. 

The Industry & Leisure team looks after “anything that isn’t cars”  including bikes, boats, caravans, trucks, construction and farm machinery. This role plays a critical part in managing key dealer and OEM client relationships, driving portfolio growth, identifying new opportunities, and contributing to the ongoing success of the Industry & Leisure business.

We embrace hybrid working combining the flexibility of remote work with the energy and connection of in-person collaboration. We champion flexibility and offer a range of policies and leave options to support your wellbeing. 

What’s on offer:  

• Recognition as one of Australia’s Best Workplaces™ by Great Place to Work®, a Family Friendly Workplace, a WORK180 endorsed employer. 
• A highly engaged, collaborative team where you’ll learn from exceptional talent. 
• 24 weeks paid parental leave for primary caregivers, four weeks for secondary caregivers, and six weeks paid gender-affirming care leave. 
• Regular hackathons, continuous learning opportunities, and wellbeing initiatives that support your mental, emotional, and physical health. 

Job Description

What you’ll be doing

The Customer Success Manager is responsible for driving customer retention, product adoption, engagement and long-term value across a portfolio of Industry & Leisure customers.

Acting as the primary relationship owner for non-enterprise customers, this role ensures clients receive proactive support, actionable insights and ongoing guidance to maximise the value of their SaaS subscription. Through regular customer engagement, performance reviews, health monitoring and best-practice education, the Customer Success Manager plays a critical role in reducing churn, increasing customer satisfaction and identifying opportunities for tier optimisation and growth.

Working closely with State Managers, Account Executives, Onboarding and Advertising teams, the Customer Success Manager helps deliver a seamless customer experience throughout the customer lifecycle while supporting broader Industry & Leisure growth objectives.

This role manages a high-volume portfolio and requires strong relationship management, commercial acumen and the ability to deliver impactful customer outcomes through a primarily virtual engagement model

Qualifications

What we’re looking for

• 2+ years' experience in Customer Success, Account Management, Client Services, Sales Support or Relationship Management.
• Proven ability to manage a large customer portfolio while maintaining high levels of engagement and customer satisfaction.
• Strong relationship-building skills with the ability to engage confidently with business owners and decision makers.
• Experience conducting customer reviews, presenting performance insights and delivering value-based recommendations.
• Ability to identify at-risk customers and implement retention strategies to improve customer outcomes.
• Strong written and verbal communication skills with excellent presentation and influencing capability.
• Experience using CRM systems such as Salesforce, Dynamics or similar customer management platforms.
• Strong organisational skills with the ability to manage competing priorities and high activity volumes.
• Demonstrated ability to analyse customer performance data and translate insights into actionable recommendations.
• Self-motivated with the ability to work effectively in a virtual environment. 

We know not everyone will meet every requirement, and that’s okay. If you’re excited about the role and believe you can make a difference, we’d love to hear from you. 

Additional Information

A few other things we want you to know...

• As an equal opportunity employer, carsales welcomes applications from individuals of all backgrounds, identities, abilities, and life experiences. We are committed to fostering a diverse and inclusive workplace where everyone feels valued and supported.
• If you have a disability or require adjustments to participate fully in the recruitment process, please let us know - we’re here to support you.
• We understand the importance of work-life balance and offer flexible working arrangements, including part-time options. If you’d like to explore this, just ask during the process.
• We’re also a proud Circle Back Initiative employer, which means we commit to responding to every applicant.
• Successful candidates joining the carsales team will need to complete a National Police Record check and must have full-time Australian working rights.

So come and join our team - because every role is a big role in our plans to go big.

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