ABOUT THE ROLE We are looking for a Customer Success Specialist to take ownership of a portfolio of customers and drive retention, growth, and long-term commercial success. This is a strategic, revenue-influencing role where you will act as a trusted partner to customers, helping them maximise the value of their offshore teams while identifying opportunities for expansion and optimisation. You will build senior-level relationships, lead structured account planning and business reviews, and connect customer objectives with internal capabilities to deliver strong commercial and customer outcomes. IDEAL PROFILE REQUIRED EXPERIENCE & SKILLS * 3+ years of experience in Account Management, Channel Management, or Customer Success within IT services, MSP, or B2B professional services. * Experience working with MSPs, IT service providers, or technology services organisations. * Strong commercial acumen with an understanding of revenue, margins, and business growth drivers. * Proven ability to grow existing accounts and identify expansion opportunities. * Excellent executive-level communication and presentation skills. * Strong ability to influence stakeholders and establish trusted-advisor relationships. * Demonstrated stakeholder management skills across multiple internal teams. * Experience conducting QBRs and structured account planning sessions. * Ability to manage multiple customer relationships in a fast-paced environment. * Experience using CRM platforms, preferably HubSpot. PREFERRED BUT NOT ESSENTIAL * Understanding of offshore or distributed workforce models. * Experience with MSP platforms such as ConnectWise or Autotask. * Exposure to global workforce, outsourcing, or offshore delivery models. RESPONSIBILITIES ACCOUNT OWNERSHIP & RELATIONSHIP MANAGEMENT * Act as the primary relationship owner for an assigned portfolio of customers. * Build trusted relationships with business owners, directors, and operational leaders. * Lead structured customer check-ins and Quarterly Business Reviews focused on performance, ROI, and enablement. * Develop and maintain Account Success Plans aligned with each customer's business objectives. * Proactively manage relationships to maximise retention and long-term partnership value. GROWTH & EXPANSION * Identify and develop expansion opportunities within existing customer accounts. * Partner with Sales and Talent Acquisition to scope customer requirements and develop proposals for additional team members. * Contribute to revenue growth through account expansion and increased customer value. COMMERCIAL & STRATEGIC ALIGNMENT * Develop a strong understanding of each customer's business model, commercial priorities, service mix, and growth objectives. * Provide strategic guidance around workforce planning and offshore optimisation. * Monitor account health, engagement levels, team performance, and emerging risks. * Support commercial discussions relating to pricing, renewals, and contract extensions. CROSS-FUNCTIONAL COORDINATION * Work closely with Talent Acquisition, HR, Performance Coaching, and Operations to deliver a high standard of customer service. * Proactively identify and escalate risks before they impact customer satisfaction or retention. * Represent customer needs internally and advocate for improvements to processes and service delivery. PERFORMANCE & VALUE REALISATION * Support a seamless customer onboarding experience and help customers realise value from their partnership. * Ensure customers have a clear understanding of the ROI generated by their offshore teams. * Facilitate structured performance conversations between customers and team members in partnership with People & Culture. * Maintain proactive customer engagement to identify concerns early and reduce churn risk. SUCCESS MEASURES * Customer retention and long-term account health. * Growth in expansion and account revenue. * Customer satisfaction and NPS. * Successful delivery of customer objectives and measurable value from offshore teams. HOW WE TAKE CARE OF OUR TEAM 💰 Get paid in Australian Dollars 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) 🩺 Generous OPD coverage from doctor visits to all your medical needs 🏡 Home office setup allowance to build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones

Customer Success Specialist (Sri Lanka)

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