Customer Success Manager - CCaaS, AI & Microsoft Ecosystem

Company Description

CentrePal is an Australian‑founded, Microsoft‑certified ISV delivering Teams‑native CCaaS, Voice AI, and CX automation, built entirely within the Microsoft Teams and Azure AI ecosystem. We are the only Microsoft‑certified Contact Centre vendor headquartered in the Southern Hemisphere, built on Microsoft’s advanced Unify integration model.

CentrePal extends Microsoft Teams into an enterprise‑grade customer engagement platform - quick to adopt and fast to realise value. Unlike traditional CCaaS or fragmented AI solutions, CentrePal brings Data, AI, and Communications together on a single Microsoft platform, without introducing siloed systems, additional agent tools, or operational complexity.

Headquartered in Melbourne and trusted by organisations globally, CentrePal helps customers modernise customer experience, reduce cost‑to‑serve, and scale securely - while giving sellers a clear, Microsoft‑first value proposition that stands up across Enterprise, SMC, Public Sector (local councils, state government agencies), and Microsoft co‑sell conversations.

Role Description

We are seeking an experienced and well-rounded Customer Success Manager to join our team at an exciting stage of growth. In this role, you will own a portfolio of SMC, Enterprise, and Public Sector clients, acting as a strategic partner and trusted advisor throughout their customer journey. You’ll be responsible for driving product adoption, maximising customer value, and securing renewals - while identifying and executing on upsell opportunities. Your work will be critical to ensuring long-term customer satisfaction, retention, and account growth.

Key job responsibilities

• Customer Relationship Management: Own and manage a portfolio of customer accounts, serving as the primary business point of contact to build strong, long-term customer relationships that achieve near-perfect retention.
• Drive Product Adoption: Guide customers through the adoption of key features and services, resulting in increased product usage and feature utilisation.
• Customer Enablement & Engagement: Deliver compelling presentations, tailored product demos, solution walk-throughs, and educational webinars to drive customer engagement, accelerate adoption, and enable ongoing success.
• Customer Success Planning: Develop and maintain tailored Customer Success Plans aligned with each customer’s business goals, KPIs, and timelines, driving consistent progress toward measurable outcomes.
• Lead Business Reviews: Conduct Quarterly Business Reviews (QBRs) to assess progress, surface strategic insights, and influence renewal or upsell motions.
• Renewal & Retention Management: Forecast and manage renewals while maintaining high customer health scores to support targeted retention rates.
• Identify Upsell & Cross-Sell Opportunities: Proactively uncover customer needs and match them to product solutions, driving upsell/cross-sell motions that contribute to the annual recurring revenue (ARR) growth.
• Risk Management: Monitor customer health by leveraging data signals, direct feedback, and engagement trends to proactively identify risk early and implement mitigation plans.
• Cross-Functional Collaboration: Collaborate with Sales, Product, Delivery, and Support teams to deliver a seamless customer experience, leading to faster time-to-value and higher customer satisfaction.
• Maintain CRM Discipline: Ensure all customer interactions, health scores, plans, and touchpoints are accurately logged in the CRM (Dynamics 365), supporting visibility and forecast accuracy for the leadership team.
• Customer Advocacy & Community Engagement: Foster customer advocacy by identifying and nurturing product champions, securing case studies, references and amplify success stories.
• Industry & CX Trends: Stay current with industry and customer experience (CX) trends, contact centre transformation, and AI advancements. Serve as a strategic voice of the customer to influence product innovation.

What you bring

We’re looking for a customer-focused professional who combines strong relationship management skills with a deep understanding of customer experience and technology.

• 7+ years’ experience in Customer Success, Professional Services, or a similar customer-facing role within SaaS or technology environments
• Strong understanding of customer experience (CX), both from an industry and technology perspective, with the ability to take a consultative approach to customer interactions.
• Excellent stakeholder management, communication, and presentation skills - comfortable engaging with C-suite.
• Proven ability to identify growth opportunities, support renewals, and contribute to account expansion through upsell motions
• Comfortable working cross-functionally with Sales, Product, Delivery, and Support teams in a fast-paced environment
• Willingness to travel interstate as required to meet customers, partners, and attend key events

Why CentrePal

We’re looking for people who live our values - who believe we’re better together, want to grow with us, and are motivated by making a real, visible impact. You’ll build meaningful relationships with industry leaders, Microsoft sellers, partners, and customers, while playing a key role in shaping CentrePal’s next phase of growth.

If you value collaboration, ownership, and high‑impact work, you’ll feel at home at CentrePal.

Questions or confidential conversation: ***email_hidden***

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Recruitment agency applications will not be considered.

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IMPORTANT: By submitting your application for this job opportunity, you consent to CentrePal Pty Ltd retaining your CV, profile, and any other information collected during the recruitment process for a period of six months. This information may be stored and used by CentrePal Pty Ltd for consideration in other potential job opportunities that may arise within the organisation during this time. Your personal data will be treated confidentially and in accordance with applicable data protection laws. If you wish to withdraw your consent or request the deletion of your data, please contact us at [email protected].