Join a leading MSP in a collaborative, high-energy environment
Fast growing company with a team that empowers clients through technology
Ready to own the client relationship and outcomes beyond BAU?
We'd love to hear from you—come and explore the opportunity to join our dynamic team
Champion Customer Experience And Delivery Excellence
We're looking for a Customer Success Manager to champion the client experience and ensure we meet our commitments across support, client governance, roadmap initiatives and projects.
You'll set the cadence and communication that ensure our interactions are consistent, proactive and high‑value.
You excel at working with customers and internal teams to translate business needs into clear priorities that guide delivery and strengthen long‑term partnerships.
About VISITS
We're a national Managed IT and Cyber Security Services Provider with our head office on St Kilda Road, Melbourne. Our clients are mid-sized to small organisations – including listed companies, professional services firms and NFPs – who want more than just IT support.
They stay with us because we deliver exceptional business outcomes and standout customer experiences. And we're growing fast
What You'll Do
Client Governance and Cadence
Maintain regular client check‑ins (such as monthly touchpoints).
Schedule and participate in Quarterly Business Reviews (QBRs) and governance meetings.
Lead discussions on service performance and roadmap execution.
Roadmap Execution and Issue Management
Responsible for facilitating approved roadmap initiatives, coordinating with Account Managers to prioritise and phase work. You'll ensure each roadmap item is progressing, actioned or rescheduled as needed, guiding next steps with the client and working with our team to prepare the necessary proposals so roadmap items stay on track.
Actively monitor progress, dependencies and risks and address issues to remove delivery blockers and keep initiatives on track.
Service Delivery Ownership (non-BAU)
Provide service delivery oversight across client projects and complex problems/issues.
Responsible for the end‑to‑end service experience outside BAU for assigned clients. Outside BAU activities (services, projects and other direct communication with the team), you act as the client's single point of contact - either assisting them directly or engaging the right VISITS resource when they're unsure who to approach.
Commercial, Contract and Billing Alignment
Manage day‑to‑day service contract matters and oversee service‑related billing queries and approvals.
Provide Account Managers with insights into service performance to support client management and decision‑making.
What You'll Bring
At least 3+ years' experience in MSP service delivery/account management.
Professionally, you're a confident communicator who thrives in client‑facing environments, bringing a strategic mindset and a passion for driving business growth through technology.
Strong business acumen and presentation skills - confident presenting to C-level executives.
Able to influence, advise and build trust with technical and non-technical stakeholders.
Familiarity with ITIL-aligned service management.
Familiarity with Microsoft Technology stack.
Desirable to have experience with HaloPSA and/or ScalePad.
You'll fit in if you …
Care deeply about customers and value organisations that deliver excellent service. You believe technology is a key driver of business success.
Confident managing multiple clients at once without compromising quality or cadence.
Interested in automation, AI-driven tooling or service optimisation
Enjoy a mix of autonomy, team collaboration and responsibility
Curious, current and customer-focused
Why VISITS?
We value our staff and offer competitive salaries and plenty of employee-focussed benefits.
We encourage career growth within our organisation. To support this, we provide all staff with a personalised training and professional development plan.
Our Melbourne head office in St Kilda Road is a great place to work with breakfast, snacks and light lunches supplied, a cafe-quality coffee machine, located close to public transport and lots more
We have a great team culture and organise regular social gatherings, including Friday Night Drinks.
Majority of your time will be based onsite at meetings at customer sites or in the VISITS' Melbourne office, with occasional interstate travel required. There is some flexibility to work from home for this role.
Other Perks Include
Novated leasing, including FBT-free leasing of electric cars (where eligible)
Savings on IT equipment and home NBN, which you get at cost
Access to company cars
Optional participation in charity and fundraising events for mental health and similar causes
Employment Specifics
This is a full-time, permanent role.
You must have a full driver's licence, must be an Australian Citizen (or have ongoing work rights in Australia) and your employment is subject to completing a Criminal History Clearance Check.
Direct applications only - we are not engaging recruitment agencies for this role.
Please note that we will only be contacting applicants that have been shortlisted.