Customer Success Manager (Brisbane City)

Overview Chronosoft is hiring a Customer Success Manager in our Brisbane City office to support customers across Australia and internationally. We are an award-winning Australian SaaS company delivering incident and emergency management software used in high-stakes, real-world environments. Our customers rely on Chronicler when clarity, accountability, and response matter most. This is a hands-on role with real ownership. You’ll manage key customer relationships end-to-end, drive adoption and retention, and partner closely with sales, product, and support as Chronosoft continues to scale globally. With Chronosoft growing rapidly, this role offers strong opportunities to develop your career and expand your scope as the company and Customer Success function mature. What You’ll Do
- Own a portfolio of customers through adoption, renewal, and long-term growth
- Build trusted, enduring relationships and act as a strategic partner
- Drive product adoption, customer outcomes, and measurable value realisation
- Retention and Expansion
- Lead proactive renewal planning well ahead of contract milestones
- Identify renewal risks early and coordinate mitigation plans
- Partner with sales on value-led expansion opportunities that benefit the customer
- Insights and Reporting
- Track usage trends, engagement signals, and account health metrics
- Prepare reporting that demonstrates ROI, outcomes, and improvement opportunities
- Support strategic customer reviews with clear, data-driven insights
- Cross-Functional Collaboration
- Act as the voice of the customer across product, support, and delivery
- Support customer rollouts, lifecycle improvements, and platform enhancements
- Customer Enablement and Communication
- Help customers get the most through practical resources, guides, training materials, and tools
- Help communicate product updates, company news, and key information to our community
- Contribute to improving how we enable, inform, and engage customers as the platform evolves
- Customer Support
- Help triage and escalate customer issues with clear communication and consistent follow-through
- Work to maintain customer confidence through responsiveness, ownership, and resolution focus What We’re Looking For
- 3–6+ years experience in Customer Success, Account Management, or similar SaaS roles
- Proven success driving adoption, retention, and renewals across a customer portfolio
- Experience partnering with sales on account planning and sustainable revenue growth
- Confident communicator able to simplify complex concepts for diverse audiences
- Strong judgement and composure in high-stakes or difficult conversations
- Proactive, organised, and comfortable operating in a scaling environment
- Experience in incident management, safety, emergency services, or medical software is highly regarded Tools & Environment HubSpot | Slack | Front | Teamwork | Microsoft Windows | Office365 Why Join Chronosoft
- Australian-owned SaaS company with a growing global footprint
- Award-winning platform supporting real-world safety and incident response
- Role with autonomy, ownership, and meaningful customer impact
- Competitive salary, additional annual leave and incentive structure
- Clear opportunity to grow with the business as Chronosoft expands Start date: Immediate or negotiable Enquiries: Edward Swete Kelly
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