Customer Success Manager

Auscoast Builders is a growing construction business with ambitious plans for the future. As we continue to scale, we’re looking for an experienced Customer Success Manager to join our team and help strengthen both our customer experience and the way we operate. This is more than a traditional customer success role.

You’ll lead our Contracts Administration team, while also working closely with our Founder on business projects, operational improvements, reporting and initiatives that support the continued growth of the business.

We’re looking for a high level operator who can lead people, understand data, improve processes and turn ideas into action.

What you'll be doing:

• Lead, coach and develop our Contracts Administration team
• Take ownership of the end to end customer experience and identify opportunities for improvement
• Manage complex customer matters and escalations
• Establish and monitor team, operational and customer success metrics
• Work closely with the Founder on key business projects and initiatives
• Review and improve systems, processes and workflows as the business grows
• Analyse business data and reporting to identify trends, issues and opportunities
• Turn insights into practical recommendations and actions
• Lead projects and improvement initiatives from idea through to implementation
• Work across teams to improve communication, efficiency and the overall customer journey

What we're looking for:

• Demonstrated experience in operations, customer success, business management or a similar leadership role
• Proven experience leading and developing a high performing team
• Strong operational capability and experience improving processes and systems
• Confidence working with data, reporting and performance metrics
• Strong project management and execution skills
• Excellent communication and stakeholder management skills
• Commercial thinking with a strong customer focus
• A proactive, solutions focused approach and the confidence to drive change
• The ability to think strategically while still being willing to get into the detail

Construction industry experience is desirable but not essential. Strong leadership and operational experience are more important to us.

Why join Auscoast Builders?

• Work closely with the Founder and senior leaders
• Have genuine influence over the customer experience and business operations
• Lead and develop an established team
• Take ownership of meaningful business projects
• Genuine career growth as the business continues to expand
• Competitive remuneration with opportunities for additional reward as you grow and add value

Sound like you?

If you're an experienced operational leader who enjoys leading people, improving processes, using data to make better decisions and creating exceptional customer experiences, we'd love to hear from you.

Apply with your resume and a short cover letter outlining your relevant leadership and operational experience.