Customer Solutions Manager

Job description

### **About Us** **At Macquarie Cloud Services, our people are at the heart of everything we do. That’s why we’re proud to be Australia’s #1 Great Place to Work in Technology for 2026, Australia’s #1 Great Place to Work for two consecutive years, and Great Place to Work Certified for three years running.** **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.** ## The Opportunity We’re building a new **Customer Success function** and looking for commercially minded, technology-curious relationship leaders who want to help shape what great customer success looks like. This isn’t a traditional CSM role. You’ll own a portfolio of enterprise cloud customers and become a **trusted advisor and strategic partner** to senior business and technology leaders. Your role will be to help customers turn their technology strategy into measurable business outcomes while building relationships that create long-term value for both the customer and Macquarie Cloud Services. You’ll **own the customer outcome, not just the relationship**. That means understanding what matters most to your customers, building relationships with economic buyers, executive sponsors and senior decision-makers, identifying risk before it becomes a problem, leading strategic conversations and ensuring customers continue to realise value from their partnership with us. You’ll help customers navigate complex cloud, infrastructure, cybersecurity and technology challenges, while connecting technology decisions to broader business outcomes such as growth, efficiency, cost optimisation, risk reduction and business transformation. You’ll also lead important commercial conversations around **renewals, contracts, customer risk and long-term strategy**. 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 creating customers for life. Working closely with Sales, Service Delivery, Product and Technical teams, you’ll advocate for your customers, influence internal teams and ensure we deliver on the outcomes we’ve committed to. Expansion opportunities may arise, but specialist sales teams own the sell. **You won’t carry a traditional sales quota.** Your role is to understand the customer, identify opportunities, create value and connect the right people to help the customer move forward. You’ll have a high degree of autonomy and will need to be comfortable navigating ambiguity, challenging thinking when required and influencing outcomes without direct authority. If you enjoy sitting at the intersection of **technology, business and relationships**, can confidently engage a CTO as well as a CFO, and get energy from solving complex customer problems and creating measurable outcomes, this is an opportunity to make a genuine impact. ### Why Us? - **Australia's #1 [Great Place To Work](https://www.linkedin.com/company/great-place-to-work-us/) in Technology, 2026.** - **We have been awarded Australia's #1 Great Place to Work 2025 for the second year running!** - **We're Great Place to Work Certified 2023, 2024 and 2025.** - **For the third year in a row, we have been named a Global Winner of the 2026 Gallup Exceptional Workplace Award!** - **We're the #1 Managed Services Cloud business in Australia.** - **We have the highest Net Promoter Score on the ASX, the [World's best customer experience](https://www.businessthink.unsw.edu.au/articles/macquarie-telecom-tudehope-customer-experience) & [crowned in 2020 at the World Communications Awards](https://www.scoop.co.nz/stories/BU2010/S00476/macquarie-telecom-group-wins-best-customer-experience-in-the-world.htm).** - **You’ll make an impact: Enjoy being part of a driven team with a collaborative culture that values decision-makers and action.** - **We Invest in you: Accelerate your career through our learning and development opportunities - think Gallup strengths-based training, defined career pathways and fantastic internal mobility opportunities across the group.** ### What You’ll Be Doing. - Own a portfolio of enterprise cloud customers and build trusted, long-term relationships with key stakeholders. - Act as a strategic advisor to economic buyers, executive sponsors and senior business and technology decision-makers. - Understand customer business objectives and translate technology investments into measurable business outcomes. - Develop and execute customer account strategies that improve outcomes, strengthen relationships and protect revenue. - Lead strategic business reviews, executive engagements and customer value conversations. - Lead commercial conversations around renewals, contracts, customer risk and long-term strategy. - Identify early warning signs of customer risk and proactively execute retention and recovery strategies. - Develop strong relationships across customer organisations, from technical teams through to C-suite and executive stakeholders. - Challenge customer thinking constructively and influence strategic decisions where appropriate. - Work with customers to understand their technology roadmaps and identify opportunities to improve, modernise or transform their environments. - Collaborate with Sales, Service Delivery, Product and Technical teams to ensure customers achieve the outcomes expected from their technology investments. - Identify opportunities for expansion and introduce them to specialist sales teams without being responsible for closing the sale yourself. - Advocate for the customer internally while balancing customer outcomes with commercial and business objectives. - Proactively identify opportunities to improve the customer experience and continuously evolve how we deliver Customer Success. - Use customer, commercial and service data to identify trends, risks and opportunities across your portfolio. ### You'll likely enjoy this role if you. - Love developing long-term relationships with customers and becoming a trusted advisor. - Enjoy working with senior executives and are comfortable engaging with C-suite stakeholders. - Are commercially minded and enjoy understanding the financial and strategic drivers behind a customer account. - Get satisfaction from protecting and growing customer value rather than chasing new logos. - Are comfortable leading difficult commercial conversations around renewals, risk, contracts and customer outcomes. - Are genuinely curious about technology and enjoy understanding how cloud and technology can solve business problems. - Can engage confidently in conversations across cloud, infrastructure, cybersecurity, data and emerging technologies. - Enjoy solving complex customer problems and bringing the right people together to find a solution. - Are comfortable operating with a high degree of autonomy and navigating ambiguity. - Can challenge thinking, influence decisions and drive outcomes without direct authority. - Enjoy working across multiple teams and bringing Sales, Technical and Delivery teams together around a common customer outcome. - Have a strong bias for action and prefer solving problems rather than simply managing them. - Want to help build something new and have a genuine influence on how Customer Success operates. ### About You. - 3+ years’ experience in Customer Success, Account Management, Strategic Account Management or a related customer-facing role within cloud, SaaS, technology or managed services environments. - Proven experience managing customer portfolios and driving retention, renewals and long-term customer success. - Experience building trusted relationships with executive sponsors, economic buyers and senior stakeholders. - Demonstrated commercial acumen, including experience with renewals, contract negotiations, retention, P&L or commercial account management. - Ability to understand customer business objectives and translate technology solutions into measurable business outcomes. - Strong technical curiosity, with the confidence to engage in conversations across cloud, infrastructure, cybersecurity, networking, data and emerging technologies. - Experience working with complex enterprise environments and navigating multiple technical, commercial and business stakeholders. - Customer-obsessed, with a genuine passion for delivering exceptional experiences and measurable customer outcomes. - Proactive, curious and solutions-focused, with a strong bias for action and continuous improvement. - Exceptional communication, relationship-building, influencing 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. - Comfortable operating with a high degree of autonomy and making decisions that balance customer, commercial and business objectives. - Experience developing customer strategies, business cases, technology roadmaps or transformation plans is highly regarded. - Experience across cloud transformation, migration, modernisation, cybersecurity or managed services is highly regarded. - Experience using CRM, customer success and reporting platforms to drive customer engagement, insights and decision-making. - Collaborative team player who enjoys working across Sales, Technical, Product and Service Delivery teams. - Relevant qualifications in Business, IT or related disciplines are highly regarded. - Customer Success, cloud or relevant technology certifications are advantageous but not essential.