Customer Success and Experience Manager

Position: Customer Success and Experience Manager

Are you passionate about delivering outstanding customer experiences? Do you want to play a key role in a fast-growing software business? An exciting Australian SaaS company is seeking a Customer Experience & Support Lead to join their expanding team.

This business is in a strong growth phase and offers a digital signage platform used by customers across the globe. With a small, tight-knit team and a flexible working culture, this is a unique opportunity to step into a role where you can genuinely make an impact.

About the Role
As the Customer Experience & Support Lead, you’ll be the driving force behind ensuring every customer interaction is exceptional. You’ll manage a small support team, work closely with resellers, distributors, and end users, and help shape the future of the customer experience strategy. Your input will directly influence product development, support systems, and the overall satisfaction of a growing global customer base.

Key Responsibilities

• Lead and enhance the customer experience strategy across all touchpoints.
• Manage and support a small team ensuring high service standards.
• Provide hands-on customer support via phone, email, and live chat.
• Manage customer relationships including onboarding, renewals, and troubleshooting.
• Confidently demonstrate the SaaS platform in customer meetings and video calls.
• Collaborate with product, engineering, and marketing to identify and address customer needs.
• Maintain and evolve knowledge bases and support resources.
• Use customer feedback to drive continuous improvement in both service and product.
  
  

• 2+ years in a customer service or support leadership role, ideally within SaaS or tech.
• Comfortable implementing ITSM, ITIL best practice solutions.
• Strong people management skills with a proven ability to lead, mentor, and motivate.
• Excellent communication and interpersonal skills.
• Comfortable handling technical issues with clarity and professionalism.
• Highly organised, proactive, and able to work independently while collaborating across teams.
• Experience with tools like Jira and content management systems is a plus.