Customer Success Manager (Account Manager)

About eNerds

Founded in 2000, eNerds is one of Australia’s leading Managed IT Service Providers, delivering proactive IT support and strategic technology advice to small and medium businesses.

With a team of 60+ professionals supporting clients nationwide, we’re known for exceptional service and innovation—recognised as SMB IT Partner of the Year seven times between 2015 and 2022.

We’re a collaborative, friendly and down‑to‑earth team with

a strong culture of support, connection and teamwork.

About the Role

As a CustomerSuccess Manager (what we call an Account Manager), you’ll be the main point of contact for a portfolio of clients. This is not a sales role—your focus is on ensuring our clients receive the best possible IT support by acting as their advocate within eNerds.

You’ll hold regular check-ins (monthly, quarterly, etc.) to gather feedback, discuss IT needs, and ensure their services are running smoothly. Whether it’s helping clients understand new tools, following up with the technical team, or ensuring the eNerds team stay on track, you’ll be at the heart of keeping things running seamlessly.

Your Key Responsibilities:

• Client Relationship Management – Build trust and maintain strong relationships with your clients through regular meetings and ongoing communication
• Problem-Solving & Coordination – Work closely with our technical team to ensure client requests and concerns are addressed efficiently
• Reporting & Administration – Run monthly reports, update client data, track ongoing projects, and manage escalation.
• Service Improvement – Gather client feedback and ensure continuous improvements in service delivery
• Onboarding & Advisory Support – Help onboard new clients and coordinate annual advisory meetings to review IT performance and cybersecurity needs.

Supported by you Client Success Manager, and fellow Account Managers, working together to brainstorm solutions and ensure the best possible service for our clients.

Who We’re Looking For

This role is ideal for someone who thrives on client advocacy, problem-solving, and relationship management. You might have experience as an Account Manager, Operations Coordinator, Personal Assistant, or Recruitment Consultant—the key is being proactive, organised, and comfortable managing client relationships.

Skills & Qualities That Will Help You Succeed:

• Strong client focus – You genuinely care about delivering great service
• Excellent communication – You know how to ask the right questions and handle feedback professionally Problem-solving mindset – You can think creatively to find solutions and improve processes
• Task & project management – You thrive in ‘structured chaos,’ juggling multiple tasks, clients, and deadlines. You enjoy tracking progress, and staying organised
• Organisation & attention to detail – You’ll be managing multiple clients and projects
• Ability to handle tough conversations – Clients often come to us with problems; you’ll be the one ensuring they get resolved
• Willingness to learn – Interest in IT, cybersecurity, or emerging technologies is a plus!

Why Join Us?

At eNerds, you’ll get more than just a paycheck. We offer:

• Career Growth – Opportunities to expand your knowledge and advance in the IT industry
• Varied Work – No two days are the same, with a mix of client conversations, problem-solving, and collaboration
• Convenient Location – Close to Metro, train, and bus stations, with great shopping and restaurants nearby
• Exposure to New Technology – Gain insight into cybersecurity, AI, and the latest IT tools
• Flexible Work Arrangements – Available after probation
• Training & Support – Ongoing professional development
• Fun & Social Culture – Fortnightly team lunches, Annual NerdFest end-of-year party, Client anniversary events.