Customer Success Manager

Reporting to the Regional Manager of Customer Success, the Customer Success Manager (CSM) will act as the main point of contact and interface with existing customers in the Pacific Northwest pod (CA, WA, OR).

About Megaport

Megaport is the global leader in Network as a Service (NaaS), transforming how businesses connect to the cloud, data centers, and each other. Publicly listed on the Australian Stock Exchange, we partner with major tech companies like Amazon, Microsoft, Google, Oracle, and IBM. Headquartered in Brisbane, our team of over 600 employees spans Asia-Pacific, Europe, and the Americas. We foster a collaborative, supportive, and fun work environment where curiosity drives growth and everyone’s voice matters.

Responsibilities

• Collaborate with Direct Sales Executives and Solution Architects to drive, grow, and retain targeted revenue from existing customers, focusing on the overall customer experience.
• Proactively drive the renewal process across a wide customer base and increase long-term revenue potential by converting month-to-month customers to term subscriptions at renewal.
• Act as a trusted advisor to existing customers, ensuring quick time to value through initial onboarding and enablement, and providing updates on Megaport enhancements, new products, and ecosystem partners.
• Conduct proactive, sequenced outreach to drive further adoption, solution awareness, and engagement opportunities with Megaport and our partner community.
• Champion customers throughout their journey, facilitating the resolution of commercial and sales-related issues while identifying ways to add more value.
• Nurture the nominated customer base by identifying key targets and executing an engagement strategy based on opportunity, vertical market, or customer needs.
• Report on and analyze customer experience, understanding needs and communicating trends to the wider Megaport team. Update growth opportunities in SFDC.
• Maintain in-depth knowledge of Megaport products and solutions, proposing and demonstrating them to customers while staying aware of rival services.
• Align with management on key objectives and execute tasks that support business goals, adapting to shifting priorities.
• Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth.
• Evaluate customer feedback and recommend process improvements to enhance visibility and measurement of business performance against targets.
• Work with other departments (Finance, Operations, etc.) to resolve challenges impacting the customer’s service experience.

Requirements

• 3+ years of experience in the Enterprise software market or Internet/Telecommunications industries.
• 3+ years of experience in an Account Management or Customer Success role.
• Proven ability to work in a fast-paced technical environment with multiple tasks or goals.
• Strong verbal and written communication skills, with the ability to collaborate effectively across internal and external organizations.
• Demonstrable ability to identify customer needs, understand service issues or “pain points,” and present suitable solutions.
• Ability to deliver revenue results using a consultative-based selling approach.
• Experience maintaining records, reports, and data with a focus on revenue retention from an existing customer list.
• Experience proposing or deploying cloud and virtualized compute solutions in enterprise customer environments is highly desired.

Benefits

• Flexible working environments
• Birthday Leave
• Generous study and training allowance + 5 days paid study leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with ‘Legend’ and ‘Kudos’ Awards
• Health and wellness program