{"id":3786294,"url":"https://alion.io/job/vocus-customer-success-manager","title":"Customer Success Manager","company":{"id":50837,"name":"Vocus","domain":"vocus.io","url":"https://alion.io/company/vocus-io","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T13:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-08T00:00:58Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About the roleAs Customer Success Manager, you will provide first -line support ensuring customers derive maximum value from Vocus’s services, achieve adoption targets and renew and expand their contracts. Reporting to the Customer Success (State People Leader), this role collaborates with account owners to build and enhance relationships with customers, set and deliver account health strategies, and support customers with account reporting and simplex opportunity facilitation. They also collaborate with care, assurance and delivery teams to drive service improvement opportunities and identify churn risk.\n\nRequirement \nThe candidate must be an Australian Citizen and be eligible to undergo NV1 AGSVA security clearance.\n\nWhat you’ll be doing in the role\nWork with sales team to implement targeted communication strategies for customers appropriate to their lifecycle (new customers, mature accounts, at -risk customers), delivering timely and relevant messages and customer reports that maximize engagement and value realisation.\nMonitor customer health indicators (product usage, NPS, support tickets, SLAs) and campaign responses, using data points to refine lifecycle programs and alert the sales team to accounts needing attention.\nDistribute customer education content (newsletters, case studies, how -to guides) that help clients derive more value from our solutions, increasing product adoption and customer satisfaction.\nSupport customer programs that drive retention and expansion, such as onboarding journeys for new clients, usage stimulation campaigns, cross -sell/upsell promotions and loyalty initiatives. \nSupporting customers to facilitate creation of simplex opportunity creation and management of moves adds changes. Work to support customers through change, product lifecycle and migration projects.\nCollaborates with care, assurance and delivery teams to ensure customers’ delivery, service management, incident and change management experiences are optimized. \nGather customer feedback to inform service and product improvements and innovations.\nWork with the Customer Success (State People Leader) General Manager to ensure you have resources and cross -functional support from other departments (Marketing, Product, Delivery) to support customers.\nAssume full accountability for the end -to- end service management governance across the assigned customer portfolio. \nEnsure all customer meetings are conducted in accordance with established protocols and formats and drive the execution of agreed - upon actions and deliver timely reporting on progress and outcomes. \nChampion a customer - centric approach in every support interaction, ensuring that customers feel heard, informed, and supported, which in turn strengthens their trust and loyalty to our services.\n\nWhat you’ll bring to the role\nMinimum 3+ years’ customer success/service leadership\nStrong experience with Customer communication & empathy\nExperience with success planning & value realization\nAbility to adopt analytics & health scoring\nOpportunity creation & renewal orchestration\nExperience with Risk (churn) identification & mitigation\nConfident with software and data analysis tools","description_format":"text","description_chars":3183,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales Enablement","Email Marketing"],"lifecycle":[{"event":"open","at":"2026-11-05T03:46:53Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":15,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/vocus-customer-success-manager","json_url":"https://alion.io/job/vocus-customer-success-manager.json","meta":{"generated_at":"2026-11-08T02:21:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5076,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":50837},"rest":"https://alion.io/mcp/rest/get_company?id=50837"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvocus-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvocus-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvocus-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vocus-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvocus-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3786294}},{"tool":"search_jobs","arguments":{"company":"vocus.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3786294},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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