Customer Success Manager

Customer Success Manager

Salary: AUD $90,000–$110,000 + super Location: Fully remote, operating in an Australian timezone Reporting to: Aaron Leonard, ANZ General Manager

We are a 60-person AI scale-up with a presence across the UK and growing teams in North America and APAC. As we continue to expand internationally, we are looking for a Customer Success Manager to help our customers across Australia and New Zealand realise the full value of VivaCity's technology and support our next phase of growth.

Viva is building the decision layer for modern transport systems, combining privacy-first, AI-powered sensors with analytics to give cities a true network-wide understanding of how people and vehicles move. Rather than fragmented counts and one-off studies, we provide a continuous, multimodal "single source of truth" that helps transport teams plan safer streets, accelerate active travel, and make smarter investment decisions. We're already deployed in thousands of locations globally, but the real shift is moving from data collection to actionable insight - partnering with forward-thinking cities to make sustainable transport the default, not the exception.

ANZ is one of VivaCity's fastest growing international regions. Over the past two years, we have expanded from a handful of customers to more than 25 cities and transport authorities across Australia and New Zealand, with significant opportunities still ahead. Many of the region's largest cities are yet to adopt VivaCity's technology, while existing customers are increasingly expanding their deployments and deepening their partnerships with us.

This role's mission is to ensure clients achieve their desired outcome (and more) with our product. This starts by supporting them with implementation, overcoming early hurdles and managing projects to success. After implementation, the CSM will be the client's primary point of contact for day-to-day queries, coordinating with other teams where necessary. The outcome of this role is to increase client satisfaction, engagement, and ultimately sales and growth within an existing customer base. As a CSM, you know the product and what it can do, inside out. You are an expert resource in the scoping and delivery of new projects, understanding what data is needed, and helping the client to make it happen. Key priorities for this role include:

• Tactical, reactive response to client queries
• Owning client implementation with the support of a technical team
• Owning client outcomes
• Regular contact with clients, finding ways to add value
• Being the voice of the client for internal stakeholders

In the role, you will:

• Lead the day-to-day client relationship, from implementation to outcomes, supported by our ANZ General Manager
• Own client outcomes, tracking their progress against those goals and help clients make changes to achieve those goals
• Manage the implementation process, collaborating with the client, contractors, and our UK-based teams to get sensors installed by using and adapting existing playbooks
• Triage and answer inbound customer queries after implementation, keeping clients happy & limiting escalations
• Nurture the underlying client relationship, with proactive communication on issues, and supporting on quarterly business reviews
• Find value-adds for clients, speaking to new teams, leading dashboard demos, and performing ad hoc analysis to re-engage clients, always whilst having a commercial mind to pick up cues for upsells or scope creep.

Requirements for the role Required :

• Minimum of 2 year's experience in a client facing role working with technical projects and data
• Excellent team working skills and the ability to work with a diverse range of people. A sociable nature, able to build relationships quickly with prospects.
• The ability to manage different priorities simultaneously, with excellent time and task management based on urgency
• Ability to manage post-sale client onboarding through to successful implementation.
• Experience managing and planning for renewals

Desired :

• Passion for Active Travel, Urban Planning and Mobility
• Experience in the transport industry, understanding the various problems cities and authorities are trying to solve
• Experience working with and/or managing public sector accounts
• Experience with Pipedrive and/or other CRM platforms
• Experience with a Customer Success platform or familiarity with Health Scoring, Impact Plans, etc
• A good understanding of core Customer Success practices and how they related to customer growth

About You

• You have a positive, result-driven attitude, with the ability and desire to grow partnerships with internal and external stakeholders.
• You are able to present to different stakeholders on a range of issues, from specific product features, to more strategic topics
• You are detail oriented; you take pride and ownership of making client projects a success, from implementation to outcomes
• You are comfortable with data, and can help clients get the most from our technology
• You can grasp different use cases and identify both the ways our technology applies to them and turn that into an action plan
• You're process driven: this role requires multiple touchpoints across multiple accounts and needs solid processes and systems in place to deliver to a high quality
• You have a commercial mindset; identifying opportunities for the business and client to grow together