At KMTech, we're not your typical managed services provider we're changing the game by being the human face of tech.
Our mission is to deliver innovative, reliable, and people‐first technology solutions to help our clients thrive.
We're a high-performance, values‐driven team that's curious, united, and accountable. We challenge each other to grow, collaborate openly, and celebrate success together. If you're passionate about tech and ready to take your career to new heights, this is where it happens.
What We Offer
* Hybrid Working Policy: Flexibility to balance work and life
* Professional Growth: Paid certifications, structured learning plans, and career development pathways
* Culture & Perks: EOFY and Christmas parties, annual team‐building days, wellness programs, and an EAP for support
* Office Goodies: Daily fresh fruit, snacks, coffee machine, and free street parking
* High-Performance Culture: Recognition for initiative, collaboration, and innovation
About the Role
The Customer Success Lead serves as a bridge between Sales and Service Delivery and is responsible for owning the end-to-end lifecycle of our customers, driving product adoption, enhancing customer experience, and ensuring retention and advocacy.
Key Responsibilities
* Customer Onboarding: Seamlessly integrate new customers into our ecosystem by providing structured onboarding, ensuring a smooth transition from Sales to Service Delivery.
* Product Adoption & Training: Drive product adoption by delivering training, documentation, and guidance to customers, ensuring they maximise the value of our services.
* Customer Health Monitoring: Monitor customer engagement, proactively assess health scores, and report insights to address risks before they elevate.
* Customer Experience Satisfaction: Lead initiatives to enhance customer satisfaction through continuous feedback loops, survey's training, and service improvements.
* Customer Advocacy & Loyalty: Act as the voice of the customer, ensuring feedback is captured and used to drive business improvements and loyalty.
* Process Adherence & Continuous Improvement: Enforce adherence to customer success processes, ensuring efficiency, accountability, and alignment with company goals.
What You'll Bring
* 5+ years in Customer Success, Account Management, or a related field, preferably within an MSP or SaaS environment
* Customer Success certifications (e.g., CCSM) are a plus
* Experience with Customer Success software (e.g., Gainsight, HubSpot, Salesforce), CRM systems, data analytics tools, and reporting dashboards
* Proven ability to drive accountability, process adherence, and cross‐functional collaboration
* Strong communication and stakeholder management skills
* Excellent problem‐solving and conflict resolution abilitiesCustomer‐focused personality with strong empathy
* Demonstrated business and operational acumen
Why You'll Love It Here
We're a team that backs each other, takes ownership, and goes above and beyond — for our clients and for one another.
If you want to be part of an organisation that invests in your growth, celebrates innovation, and recognises great work, KMTech is where you'll feel right at home.
Additional Requirements
As part of the recruitment process, the successful candidate will be required to undergo:
* A Police Check
* An NDIS Worker Screening Check
* A Working with Children Check
Location & Work Arrangement
* Melbourne-based with onsite requirement
* Full‐time in-office for the first 6 months, then 3 days in office / 2 days from home
#J-18808-Ljbffr