Job Title

At MachShip, we are redefining the way SaaS meets freight management customer solutions. Renowned for its industry experience, advanced technologies and exceptional customer service, MachShip is shaping the way for wholesale and distribution businesses. About the position: This is a full-time hybrid role based in Melbourne, VIC. The position reports into COO and offers immense growth and development opportunities. The Customer Success Manager is responsible for customer adoption and time-to-value by leading the Customer Success function across onboarding, training, setups and hypercare. This role sets the Customer Success operating strategy, ensures high-quality customer outcomes through consistent delivery standards, and maintains clear lifecycle boundaries and handovers into Support. The position is the primary people leader for Customer Success and drives capability uplift, performance management, and crossfunctional alignment with Sales, Product, Engineering and Support. On a regular basis you will be responsible for: Creatingperformance team focused on accountability, ownership, and continuous improvement through regular effective conversations and practices. Owning the Customer Success scorecard and outcomes for new customers through onboarding, training, setups and hypercare. Defining and maintaining success plan standards and adoption milestones by segment and customer type. Setting Customer Success standards and governance for onboarding, setups and hypercare execution (plans, templates, exit criteria). Owning the CSSupport handover framework and ensure accountability for leakage reduction and routing clarity. Sponsoring monthly improvement reviews using delivery and handover data. Partner with Sales to improve deal readiness, scope clarity and presales solution alignment (including integrations SME support). Partner with Head of Support to align lifecycle boundaries,isroutes, and improve customer experience. Provide structured feedback to Product/Engineering based on adoption blockers and implementation learnings. Must have: Demonstrated leadership experience in Customer Success, onboarding, or customer operations in a SaaS environment. Strong people management capability: coaching, performance management, and building highperforming teams. Commercial and stakeholder management capability, including executivelevel customer escalations. Strong operating discipline using metrics, governance rhythms, and continuous improvement methods. Ability to partner effectively across Sales, Support, Product and Engineering. Why work with us? We are a young entrepreneurial business on an exciting growth phase. As we take on this new chapter, we are eager to explore the world of opportunities that bring joy to your work. For any questions or further information on the position, you are encouraged to email directly to [email protected]. Preemployment screening is an essential part of the recruitment process and may involve police check, work rights check and employment verification. #J-18808-Ljbffr