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Sydney, New South Wales, Australia
Onsite
Macquarie Cloud Services are the Australian specialists in cloud services for business and government. Locally owned and operated, with an industry-leading customer service model, we’re trusted by our customers to provide the services that enable their business success.
We have made it our challenge to make our people feel good and love the work they do. Because of this, our people are energised and motivated in their work.
We're building a new Customer Success function and looking for commercially minded relationship managers to help shape what great customer success looks like.
At Macquarie Cloud Services, customer experience isn't just a metric, it's part of who we are. With industry-leading Net Promoter Scores consistently above 90, we've built a business where customers genuinely value our partnerships, expectations are realistic, and our teams deliver on what we promise.
As a Customer Success Manager, you'll take ownership of a portfolio of cloud customers, acting as their trusted advisor and strategic partner. Your success won't be measured by how many new customers you bring in. Instead, you'll focus on strengthening existing relationships, protecting revenue, driving successful renewals and proactively managing at-risk accounts before they become problems.
You'll build relationships with economic buyers, executive sponsors and senior decision-makers, helping them maximise value from their technology investments while navigating commercial discussions around contracts, renewals and long-term strategy. You'll need the confidence to influence outcomes, challenge thinking when required and align both customer and business objectives.
This role is ideal for someone who enjoys the commercial and relationship side of account management, understands the importance of customer retention and has experience managing a portfolio, P&L, renewals or contract negotiations. While cloud experience is advantageous, we're equally interested in people with strong commercial acumen, executive presence and the ability to build credibility with technical and business stakeholders alike.
Working closely with Sales, Service Delivery, Product and Technical teams, you'll advocate for customers, identify risks early, lead strategic business reviews and help ensure customers continue to see value from their partnership with Macquarie. Expansion opportunities may arise, but specialist sales teams own the sell. Your role is to strengthen relationships, protect revenue and create customers for life.
If you enjoy owning customer relationships, leading commercial conversations and influencing executive stakeholders, all without the pressure of carrying a traditional sales quota, this is an opportunity to make a genuine impact within one of Australia's most customer-obsessed technology businesses.
Owning a portfolio of enterprise cloud customers and building trusted relationships with key stakeholders.
Acting as the primary contact for economic buyers, executive sponsors, and customer decision-makers.
Leading commercial conversations around renewals, contract value, risk mitigation, and long-term customer strategy.
Developing account plans that improve customer outcomes, protect revenue, and strengthen retention.
Identifying early warning signs of customer risk and proactively executing retention strategies.
Running strategic business reviews and value conversations with senior stakeholders.
Collaborating with technical and delivery teams to ensure customers are achieving value from their cloud solutions.
Identifying opportunities for expansion and introducing them to specialist sales teams, without being responsible for closing the sale yourself.
Love developing long-term customer relationships.
Are comfortable having commercial discussions with senior stakeholders and economic buyers.
Enjoy understanding the financial drivers behind a customer account.
Have exposure to renewals, retention, contract negotiations or P&L responsibility.
Curious about technology, with a razor-sharp focus on commercial-led decision-making and acumen
Get satisfaction from protecting and growing customer value rather than chasing new logos.
Can confidently influence customer outcomes without direct authority.
Engaging in cloud and technology conversations with customers and internal teams.
3+ years’ experience in Customer Success, Account Management or a related customer-facing role within cloud, SaaS, technology or managed services environments.
Proven experience managing customer portfolios, driving retention, renewals and long-term customer success.
Ability to build trusted relationships with executive sponsors, economic buyers and senior stakeholders.
Customer-obsessed with a passion for delivering exceptional experiences and measurable outcomes.
Commercially minded with the ability to identify growth opportunities and protect revenue.
Proactive, curious and solutions-focused, with a strong bias for action and continuous improvement.
Exceptional communication, relationship-building and stakeholder management skills.
Strong problem-solving abilities, including managing customer escalations and resolving complex issues.
Highly organised with the ability to manage multiple customers, priorities and competing deadlines.
Experience using CRM, customer success and reporting platforms to drive customer engagement and insights.
Collaborative team player who enjoys working across sales, technical and delivery teams.
Relevant qualifications in Business, IT or related disciplines, and Customer Success certifications are highly regarded
