Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
The Client Success Manager (CSM) is the senior point of accountability for customer outcomes and contracted service delivery across a portfolio of complex Enterprise and State Government clients. This role combines Client Success leadership with Service Delivery accountability, ensuring Optus delivers reliable services while enabling customers to achieve measurable business outcomes, realise ongoing value, and grow their partnership with Optus. Success is primarily measured by client outcomes, value realisation, and retention, with service performance acting as a critical enabler rather than the end goal. As a trusted advisor to senior client partners, the CSM translates service delivery into strategic business value, positioning Optus as a long-term partner rather than a commodity provider.
What You'll Do
* Own customer outcomes and value realisation by developing and delivering Customer Success Plans that align Optus solutions to each client's business objectives, success metrics, and return on investment.
* Act as a trusted advisor to senior and executive stakeholders, quantifying and demonstrating delivered value and ensuring fast, sustained time‐to‐value from Optus services.
* Lead proactive client engagement and governance, including operational reviews, executive touchpoints, and Executive Business Reviews focused on outcomes, progress, and future roadmaps.
* Maintain end‐to‐end accountability for contracted service delivery, ensuring SLA performance and leading escalations, major incidents, and continuous improvement where service performance impacts outcomes.
* Monitor client health, retention, and risk, proactively identifying churn risks and leading cross‐functional remediation and renewal strategies grounded in demonstrated value.
* Drive growth and advocacy, identifying expansion opportunities, partnering with Sales on value
What You Bring
* Extensive enterprise experience, with 5+ years leading complex client relationships across service delivery and customer success environments.
* Strong technology and domain expertise, including implementing, supporting, and optimising enterprise contact centre solutions such as NICE CXone, Nexidia, and Webex Contact Centre to meet business objectives.
* Commercial and strategic acumen, with the ability to translate service performance, operational data, and trends into meaningful business outcomes and value narratives.
* Shown client leadership capability, comfortable balancing operational detail with strategic perspective while influencing senior and executive stakeholders.
* Highly collaborative and proactive problem solver, able to work cross‐functionally, anticipate risks, and drive structured resolution before issues escalates.
* Exceptional communication and organisational skills, including strong presentation capability, clear written and verbal communication, and a deeply client‐centric mindset.
The good stuff....
* Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
* Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
* Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.
* We support growing families with inclusive, carer‐neutral paid Parental Leave of up to 16 weeks.
* Direct your own development and build future‐ready skills with Optus U's industry‐focused micro‐credentials, developed with La Trobe and Macquarie Universities.
* Build meaningful connections through employee‐led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
* Put your wellbeing first with free access to counselling and support services, 24/7 — in‐person, by phone, SMS, or video.
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