Customer Success Specialist

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Dijital Team

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

💼 Consulting

☁️ SaaS

B2B • Consulting • SaaS

Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.

📋 Description

• Own the primary relationship for an assigned portfolio of customers • Build trusted relationships with business owners, directors, and operational leaders • Lead customer check-ins and Quarterly Business Reviews focused on performance, ROI, and enablement • Develop and maintain Account Success Plans aligned with customer business objectives • Manage relationships to maximise retention and long-term partnership value • Identify and develop expansion opportunities within existing accounts • Partner with Sales and Talent Acquisition on customer requirements and proposals for additional team members • Contribute to revenue growth through account expansion and increased customer value • Understand customers’ business models, commercial priorities, service mix, and growth objectives • Provide guidance on workforce planning and offshore optimisation • Monitor account health, engagement, team performance, and emerging risks • Support pricing, renewals, and contract extension discussions • Coordinate with Talent Acquisition, HR, Performance Coaching, and Operations • Identify and escalate risks before they affect satisfaction or retention • Represent customer needs internally and advocate for process and service-delivery improvements • Support customer onboarding and value realisation • Ensure customers understand ROI generated by offshore teams • Facilitate performance conversations between customers and team members with People & Culture • Maintain proactive engagement to identify concerns and reduce churn risk

🎯 Requirements

• 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 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 • Ability to influence stakeholders and establish trusted-advisor relationships • Stakeholder management 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 • Understanding of offshore or distributed workforce models (preferred) • Experience with MSP platforms such as ConnectWise or Autotask (preferred) • Exposure to global workforce, outsourcing, or offshore delivery models (preferred)

🏖️ Benefits

• 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 • Internet allowance • Gym & wellness allowance • Regular team events and engagement activities • Diji Assist mental health and counseling support • Reimbursement for industry certifications • Open-door culture • Flexible work – home or office, wherever you do your best work • Rewards and recognition • Christmas and financial year-end parties