If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
About the Role:
As a Customer Success Manager, you will serve as the primary point of contact for our customers post-implementation. Your goal is to drive adoption, satisfaction, and measurable outcomes, ensuring customers maximize the value of Infios SaaS solutions.
NOTE: This is a remote-based role; however, there will be opportunities to travel to customer sites across Australia, as well as opportunities for occasional office engagement, so candidates should be based in Melbourne area.
What A Day In the Life Looks Like:- Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.
- Develops and maintains strategic Success Plans that align to value milestones and customer-defined business outcomes.
- Proactively manages a portfolio of enterprise accounts and be accountable for engagement and satisfaction through the customer journey from closed through to renewal.
- Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption.
- Monitors product usage to reinforce the value of the customer solution, identify areas to improve customer experience, and proactively address adoption challenges.
- Conduct and facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth.
- Delivers an outstanding customer experience and identify cross-sell and upsell of services and products.
- Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
- Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams to resolve issues and escalate feedback.
- Minimum of 3-5 years of experience in customer success, technical account management, or similar role responsible for driving customer success and product/service adoption in SaaS organisation
- Experience in platform management, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
- Strong communication and relationship-building skills.
- Familiarity with supply chain processes and SaaS platforms.
- Ability to analyze usage data and present recommendations.
- Experience in identifying, translating, and prioritizing customer issues and needs into business or solution requirements.
- Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.
- Experience in supply chain or logistics environments, as well as enterprise SaaS, is strongly preferred
What we do for you:
- You will be working in fast-paced and dynamic environment, with international clients and colleagues
- Attractive compensation with participation in company success
- Extensive opportunities for remote work and home office arrangements along with flexible working time models
- Numerous training and development opportunities, including programs offered by our ACADEMY
- You will have a fun, casual, and flexible work environment
Why join us?
At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [email protected]
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.
