Customer Success Manager

Make IT Services Better for Customers

At Bluescale, we believe exceptional customer service starts with delivering the right outcomes, validating that services are being provided correctly, and ensuring our customers receive maximum value from their technology investments.

We are looking for a highly organised and detail-oriented Customer Success Manager (CSM) to become the voice of our customers and the champion of service quality across our managed services business.

This role is ideal for someone who enjoys working closely with customers, reviewing service performance, validating data accuracy, identifying risks and gaps, and driving continuous improvement. You will work alongside our Service Desk, Projects, Security, and Leadership teams to ensure every customer receives the service they are paying for and the outcomes they expect.

About Bluescale

Bluescale is a leading Sydney-based Managed Services Provider (MSP) delivering:

• Managed IT Services
• Microsoft 365 & Modern Workplace
• Azure & Cloud Solutions
• Cybersecurity Services
• Backup & Disaster Recovery
• Infrastructure & Network Solutions
• Strategic Technology Consulting

We support organisations across not-for-profit, disability services, healthcare, education, commercial, and professional services sectors.

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Key Responsibilities

Customer Success & Service Assurance

• Act as the primary customer advocate within Bluescale.
• Conduct regular customer service reviews and health checks.
• Ensure contracted services are delivered correctly and consistently.
• Validate that customer environments align with agreed standards and service plans.
• Monitor customer satisfaction and proactively address concerns before they escalate.
• Coordinate service improvement initiatives across internal teams.

Service Validation & Quality Control

• Review service delivery reports for accuracy and completeness.
• Validate devices, users, licensing, backups, security controls, and monitoring services against contractual requirements.
• Perform regular customer data audits and identify discrepancies.
• Ensure documentation, asset records, and service configurations remain accurate.
• Verify service desk and project activities support customer objectives.

Reporting & Governance

• Produce meaningful monthly and quarterly customer reports.
• Track service performance against SLAs, KPIs, and operational targets.
• Identify trends, risks, recurring issues, and improvement opportunities.
• Present service insights and recommendations to customer stakeholders.
• Maintain customer success plans and action registers.

Customer Lifecycle Management

• Support client onboarding and service transitions.
• Ensure customers understand the services being delivered.
• Assist customers in adopting new technologies and security improvements.
• Coordinate internal resources to resolve service gaps and improve outcomes.

Continuous Improvement

• Work with Service Desk, Projects, Security and Operations teams to improve customer outcomes.
• Drive consistency across reporting, customer reviews, and service governance processes.
• Help standardise Bluescale's customer success framework and best practices.

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About You

Essential

• Previous experience in a Customer Success Manager, Service Delivery Manager, Account Manager, Service Coordinator, or MSP customer-facing role.
• Strong analytical and problem-solving skills.
• Experience reviewing reports and validating operational data.
• Excellent customer communication and relationship management skills.
• Strong attention to detail and commitment to accuracy.
• Ability to translate technical information into business outcomes.
• Advanced Microsoft Excel and reporting skills.

Highly Desirable

• Experience working within a Managed Services Provider (MSP).

• Understanding of:

  • Microsoft 365
  • Azure
  • Cybersecurity frameworks
  • Endpoint management
  • Backup and disaster recovery
  • Asset and configuration management

• Knowledge of ITIL service management principles.

• Experience with Autotask, HaloPSA, Kaseya, NinjaOne, ConnectWise, or similar platforms.

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What Success Looks Like

In your first 12 months you will:

✅ Improve customer satisfaction and retention

✅ Increase the accuracy of customer reporting

✅ Ensure customer services match contractual commitments

✅ Reduce data discrepancies across systems

✅ Improve visibility of service performance and risks

✅ Establish consistent customer success and service validation processes

✅ Become a trusted advisor to both customers and internal teams

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Why Join Bluescale?

• Growing Sydney-based MSP with ambitious plans
• Work directly with leadership and influence service strategy
• Strong focus on process improvement and customer outcomes
• Exposure to modern cloud, security and enterprise technologies
• Genuine career growth opportunities
• Collaborative team culture focused on excellence and accountability