Senior Customer Success Manager | 6 Month Fixed Term | Parental Leave Cover

About the role

This is a six-month contract covering a period of parental leave, reporting to the Head of Operations and joining a team of nine across Customer Success, Support, Onboarding and Finance. We are looking for someone who will use our customer data, health and usage analytics to get in front of customers with proactive outreach to accounts we haven't spoken to since onboarding, structured check-ins across our larger portfolios, and early intervention on accounts showing risk before the cancellation email arrives. You also have one direct report who covers the knowledge base and customer training programs and oversee support interactions with customers.

Key responsibilities

• Run a structured outreach programme across the customer base: regular check-ins, usage reviews and relationship-building with accounts that don't currently get enough attention

• Identify at-risk accounts early using health and usage data, and intervene before they churn

• Handle cancellation requests directly — understand the real reason, put a save option on the table, and close it out cleanly either way

• Run the weekly churn review with the executive team: cancellations requested, reasons given, accounts in arrears, and what we're doing about each

• Maintain the churn dashboards and keep the reporting honest

• Work alongside Finance on overdue accounts and suspension decisions

• Deliver training sessions to customers, both remote and occasionally on-site with our larger clients

• Manage and support our Knowledge Base & Training Specialist

• Own our fortnightly product update newsletter to customers

• Support our Product Manager by triaging and prioritising the customer feedback and feature requests that come in through the product

About you

• 4+ years in Customer Success, Account Management or a similar customer-facing role in SaaS

• A genuine appetite for outbound customer contact

• Experience handling retention conversations and cancellation requests

• Comfort with customer data — you can read a usage report or a churn dashboard and work out where to spend your week

• Confidence delivering training or running sessions in front of a customer audience

• Hands-on with a CRM (HubSpot) and usage analytics (Pendo)

• Available to start promptly and commit to the full six-month term

• Full working rights in Australia

About us

MYBOS is building management software used across thousands of residential and commercial buildings in Australia and New Zealand. Building managers, strata managers and facilities teams use us every day to run maintenance, contractors, compliance, communications and residents — the work that keeps a building standing up and its residents happy. We're Sydney-based, with teams across Australia and overseas. Our customers range from single self-managed buildings through to national property groups running hundreds of sites.

Benefits

• A role with real ownership from week one

• Influence business processes and systems

• On-site parking provided to staff

• Small and enthusiastic team to work with