Customer Success Manager, Dynalite

Job description

About Signify Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond. At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career. Join us, and together, we’ll transform our industry, making a lasting difference for brighter lives and a better world. More about the role We are looking for a Customer Success Manager to lead and manage the global Dynalite System Expert team, ensuring we continue to hold the technical knowledge required to support our partners and customers with troubleshooting and performance optimisation, ultimately delivering a seamless end-to-end experience. This role will oversee customer engagements across content, training, and support, while coordinating cross-functional issue resolution. The successful candidate will take ownership for driving key business support enablers that underpin Dynalite’s continued growth, including training programs, support ticketing systems, knowledgebase development, and chatbot initiatives. The Customer Success Manager will also play an active role across the full project lifecycle, including managing the UAT team to ensure solutions meet business requirements. This includes defining and adhering to clear acceptance criteria, ensuring quality outcomes and alignment with customer expectations. In addition to the above, you will also be responsible for: Support & Knowledge Tools Develop and oversee tools, resources, and training programs to facilitate technology implementation and ensure seamless resolution of customer issues Maintain and continuously improve knowledge-sharing platforms, including AI chatbots, knowledgebases, analytics (e.g. usage, errors), and automated ticketing systems to drive scalability and efficiency Analyse customer tickets and feedback to identify common trends and themes; undertake 5xW (or similar) root cause analysis, including customer/partner interviews and site visits, to define required improvements for the roadmap Training Management & Content Create and manage training content, including on-demand modules and “train-the-trainer” materials, covering system design, commissioning, and troubleshooting Work closely with the Training Manager/Specialist to ensure timely delivery of training materials, aligned with planned release windows for regions and partners User Acceptance Testing (UAT) Lead and manage the UAT team to ensure solutions align with business requirements, with clear acceptance criteria defined from project initiation Oversee end-to-end testing, validate workflows, and coordinate defect resolution prior to release Ensure quality assurance of R&D deliverables before release to market Support & System Experts Lead and manage the System Experts, ensuring deep technical mastery across solutions, including functional validation, troubleshooting, and system performance optimisation Manage end-to-end customer engagement across content, training, and support, coordinating cross-functional teams to resolve customer issues Provide input to the platform portfolio board to support roadmap prioritisation decisions Build and maintain a strong network of subject matter experts across architectures Participate in NPDL projects, software releases, and testing cycles; advise on gate decisions and attend CCB and System Release meetings Proactively analyse the installed base and identify potential issues ahead of customer impact More about you While we value and appreciate all applicants, we believe that the following experience and skills will be needed to shine brightly in this job opening: You bring strong technical expertise in lighting controls or similar systems, with experience delivering and maintaining projects onsite. Experience with Dynalite is highly regarded. You have proven experience leading teams, ideally across multiple geographies, and are confident developing and guiding technical specialists. You also bring experience in delivering and optimising support, knowledge and/or training structures for internal and external stakeholders, with a focus on scalability and continuous improvement. A strong customer focus, stakeholder engagement, and problem-solving capability will be key to success in this role. Applicants must hold valid Australia working rights to be considered for this position. Everything we’ll do for you You can grow a lasting career here. We’ll encourage you, support you, and challenge you. We’ll help you learn and progress in a way that’s right for you, with coaching and mentoring along the way. We’ll listen to you too, because we see and value every one of our 27,000+ people. We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together. Come join us, and together we can light up the future.