ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Customer Success Manager specializing in onboarding clients for a SaaS drilling management platform. Driving implementations and client engagement in the mining industry.
Responsibilities
- Lead end-to-end pre-sales and implementation projects from kick-off to go-live
- Develop and execute detailed project plans tailored to each customer's needs
- Configure the CorePlan platform to meet specific customer requirements
- Conduct thorough data migration and validation processes
- Design and deliver customised training programs for various user roles
- Manage project timelines, milestones, and resources to ensure on-time, successful deployments
- Collaborate virtually with our global team to address customer-specific needs
- Create and maintain project best practices and playbooks
- Provide post-implementation support to ensure smooth adoption and resolve any issues
- Conduct regular check-ins and health checks with assigned accounts
- Work autonomously while maintaining strong communication with the team
Requirements
- Minimum 3 years’ experience in Customer Success, project management or consulting, ideally in SaaS
- Bachelor’s degree in Business, Computer Science, Engineering or similar (preferred)
- Proven track record of successfully implementing complex software solutions
- Strong project management skills with ability to manage multiple implementations simultaneously
- Excellent communication and presentation skills, with the ability to engage stakeholders at all levels
- Technical aptitude with the ability to quickly learn and become proficient in new technologies
- Experience working in a global team environment and collaborating across time zones
- Problem-solving mindset with a talent for finding creative solutions to customer challenges
- Experience with CRM and project management tools
- Experience in mining industry will be helpful but not necessary
Benefits
- High‑impact role in a product‑led, fast‑growing company.
- Close partnership with customers who deeply care about what we build.
- Supportive, outcome‑driven team with plenty of autonomy.
- Prime CBD location + hybrid role
- Vibrant office culture – open plan space, birthday celebrations, team events (hello, movie nights + office jukebox!)
- Parental leave top-up pay (covering the difference between the government’s minimum parental leave payment and your regular base salary)
- Access to EAP mental health & wellbeing services for you and immediate family members
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