Senior Client Success Manager - CT Group

Lyra Technology Groupis a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About The Position

Our Operating Company CT Group, is looking for a Senior Client Success Manager to join their team in Perth.

As a Client Success Manager, you will be responsible for building and nurturing long-term relationships with key clients, ensuring exceptional service delivery, driving retention and organic growth and identifying opportunities to strengthen and expand client partnerships.

This is a highly relationship-focused role, requiring regular face-to-face and virtual engagement with clients, strong stakeholder management, and the confidence to act as the key escalation point when issues arise.

Responsibilities

• Build and maintain strong, trusted relationships with key clients and stakeholders.
• Manage an established portfolio of clients, ensuring a consistently high level of service and engagement.
• Conduct regular client meetings to understand business needs, priorities, technology roadmaps and future requirements.
• Act as the primary escalation point for clients and ensure issues are directed to the appropriate internal teams for resolution.
• Gather client feedback and work closely with Operations, Projects and Sales teams to drive continual improvement.
• Identify opportunities for technology upgrades, projects, products and services that support client business objectives.
• Develop proposals and coordinate with internal teams to progress client opportunities.
• Maintain accurate and up-to-date client information, communications and actions within HaloPSA.
• Coordinate with internal teams to manage client roadmaps, risks, environment health checks and project delivery.
• Provide clients with budgetary and planning information in collaboration with relevant internal teams.
• Identify referral and organic growth opportunities through strong client relationships and network engagement.
• Ensure prompt, professional and highly responsive communication with clients.
• Maintain strong relationships with key client stakeholders and position CT Group as a trusted technology partner.

Skills Required

• 3+ years' experience in MSP, Managed Services or Technology Services.
• Previous ownership and management of an ongoing client portfolio.
• Strong stakeholder management and relationship-building skills.
• Excellent communication skills, with the confidence to lead client conversations independently.
• Ability to operate autonomously, make sound decisions and take ownership.
• Strong commercial awareness and the ability to identify client opportunities.
• Strong organisation, follow-through and attention to detail.
• Previous Client Success Manager or Technical Account Manager experience is highly desirable.
• Previous technical support or engineering experience is advantageous.
• Level 2 technical capability or an understanding of technology environments is highly desirable.
• Experience with HaloPSA or a similar PSA/CRM platform is advantageous.
• A genuine passion for delivering an exceptional client experience.

Benefits

• Flexible working arrangements, including the option to work from home 1 day per week.
• Direct access to senior leadership, with the opportunity to help shape and grow the Client Success function.
• Exposure to a broad range of technologies across managed IT, cybersecurity, Microsoft 365, cloud and voice.
• Work alongside experienced technical, projects and operations teams in a supportive and collaborative environment.
• Quarterly team events and social activities.
• Monthly team lunch in the office.
• Access to on-site gym and pool facilities within the office building.
• A clear opportunity to develop your career within a growing technology services organisation.