H Customer Success Manager

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Why work with TSA?

Competitive Salary Package + HMO coverage with free dependent + Life Insurance Coverage
Our #TSAWays are what we are all about. Think of them as the vibe!
Join a company that promotes from within – work your way up and across the business
Comprehensive training, with ongoing coaching and development
A vibrant and rewarding recognition program - We love to celebrate our people! 
We are proud of our fun, friendly and supportive team environment

Job Responsibilities

As a Customer Success Manager, you will play a critical role in supporting the successful introduction and implementation of technology solutions for prospective and new clients. 

This role is responsible for delivering engaging product demonstrations, supporting the sales process from a technical and product perspective, and acting as a trusted liaison between clients and internal teams throughout the implementation journey until go-live. While the role supports pre-sales activities, it is not responsible for direct selling. Instead, the focus is on ensuring clients clearly understand the product’s capabilities and experience a smooth transition from initial engagement through to go-live.

Your responsibilities include:

1. Product Demonstrations

• Deliver engaging, tailored product demonstrations to prospective clients
• Translate technical features into clear business benefits
• Customize presentations based on client needs, industry, and use cases

2. Pre-Sales Support

• Partner with the sales team to support technical and product discussions
• Respond to product-related queries and assist in solution design
• Contribute to proposals, presentations, and documentation

3. Client Liaison During Implementation

• Act as a key point of contact during early implementation stages
• Align client expectations with product capabilities
• Coordinate communication between clients and internal teams

4. Implementation Support

• Assist in managing key milestones leading up to go-live
• Guide clients on system functionality and best practices
• Identify and help resolve potential issues early

5. Client Relationship Management

• Build and maintain strong client relationships
• Ensure consistent communication and client confidence
• Provide feedback to internal teams based on client insights

6. Product & Market Knowledge

• Maintain a deep understanding of product features and roadmap
• Communicate product updates effectively to clients and prospects

7. Team Collaboration & Culture

• Collaborate with cross-functional teams
• Contribute to a positive and inclusive team culture
• Share ideas and support continuous improvement

Qualifications

Essential Requirements

• 3–5 years of experience in SaaS pre-sales, product demonstrations, or solutions support
• Strong presentation and communication skills
• Ability to explain technical concepts in a clear, simple way
• Experience working with sales, product, and technical teams
• Strong organizational and multitasking abilities

Preferred Qualifications

• Experience in SaaS implementation or onboarding processes
• Familiarity with customer experience, contact center, or knowledge management platforms
• Experience creating demo environments or customized product walkthroughs
• Leadership Skills/Experience

Key Attributes

• Confident and engaging communicator
• Strong relationship-building skills
• Proactive and solution-oriented mindset
• Comfortable working with both technical and non-technical stakeholders
• Highly collaborative with a client-first approach

Personal Traits

• Positive attitude with a sense of humor
• High integrity and professionalism
• Resilient and adaptable in a fast-paced environment
• Growth-oriented with a willingness to learn from mistakes
• Strong focus on delivering excellent customer experiences
• Takes initiative and works independently to drive tasks and solutions forward.

Additional Information

Want to know more? Check out our social media pages:

• Website: https://tsagroup.com.au/
• Instagram: tsa_group_
• LinkedIn: https://www.linkedin.com/company/tsa-group-australia/

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.