About Veridapt
Veridapt is a global leader in energy monitoring and asset optimisation solutions. We support customers worldwide through innovative technology, strong engineering capability, and a commitment to continuous improvement and customer excellence.
The Opportunity
We are seeking a technically minded, proactive and customer-centric Customer Success Manager to join our CX team. This is a role that combines relationship management, technical understanding, and coordination of resources to ensure our customers are getting maximum value from our solutions.
You will act as the customer's primary point of contact, advocate for their needs internally, and partner with cross-functional teams internally and externally to deliver desired outcomes that support both customer objectives and our growth.
Your Responsibilities
* Manage a portfolio of assigned customers to build trusted relationships, understand their business goals, and ensure successful product adoption and value realisation.
* Proactively monitor customer health using metrics, usage data, and regular check-ins; identify risks and opportunities and implement corrective or growth actions.
* Coordinate internal and external stakeholders together to solve problems, coordinate resources and achieve desired customer outcomes (including attending site if required).
* Troubleshoot and resolve any system or hardware issues remotely as needed.
* Collaborate closely with Sales, Project Engineering, Support, and Product teams to coordinate deployments, resolve technical issues, and escalate complex matters as required.
* Prepare regular account reports, business reviews, and success case studies that demonstrate impact and build long-term advocacy.
* Capture customer feedback and contribute to product roadmap discussions and continuous improvement of customer-facing processes.
* Deliver training sessions and create clear, concise user documentation and best-practice guidance to help customers get the most from our platform.
* Onboard new customers with structured onboarding plans, success milestones, and clear communication to accelerate time-to-value.
* Drive renewals and identify upsell or cross-sell opportunities by aligning Veridapt solutions to customer outcomes and commercial objectives.
A bit about you;
* You have a technical background - it could be electrical, mechatronics or field service experience
* Experience in customer success, account management, or a related role within a SaaS, technology, or engineering services environment (2-5 years preferred).
* Strong interpersonal and communication skills (written and spoken English) with the ability to present to both technical and non-technical audiences.
* Proven ability to manage multiple customer accounts (including tier one), prioritise tasks, and deliver outcomes in a fast-paced environment.
* Comfortable working with cross-functional and international teams to coordinate delivery and support.
* Analytical mindset with experience using customer health metrics, usage data, and reporting tools to drive decisions.
* Technical aptitude and the ability to learn and explain Veridapt products; understanding of either energy monitoring, instrumentation, control systems or IoT.
* Experience delivering training, producing clear documentation, and running customer workshops or customer reviews.
* Customer-focused approach with strong problem-solving and negotiation skills.
* Experience bringing stakeholders together to solve problems, coordinate resources and achieve desired customer outcomes.
* Valid driver's license desirable.
*Please note some travel would be required to customer sites in WA, including regional mining towns. Approx a week every 6 months or so.
Working at VERIDAPT:
Our benefits for employees include:
* Hybrid working with laptop supplied
* A $299 annual wellbeing allowance
* 2 additional days of leave - VERI GOOD Days to do something good for charity or your own wellbeing/mental health
* Additional 2-4 weeks of paid parental leave to support parents on top of legislated parental leave
* Free professional employee assistance resource for mental health
* $3000 employee referral payment
* Inclusive fun club that organises activities and events
* Virtual and in-office training and development
If this sounds like the next step for you APPLY NOW
IMPORTANT you need to have full working rights or a valid visa to work in Australia to be eligible for this role. Sponsorship is NOT available for this position.