Customer Success Manager

Construction projects are complex. They run over time, over budget, and with too many people who can't see what's actually happening on site. Timescapes fixes that, and as a Customer Success Manager, you're the person who makes sure our customers feel it.

You'll own a portfolio of around 200 active construction projects across Melbourne and the broader Australian market. Your job is to make sure the project teams using Timescapes aren't just set up; they're genuinely getting value every day. That means building real relationships with the people on the ground, guiding them through onboarding, driving adoption, and being the kind of partner they actually want to hear from.

You'll work closely with our Sales and Service Delivery teams, act as the internal voice of the customer, and identify new project opportunities as they emerge across your portfolio. It's a role with real commercial impact, and real visibility inside a company where your work is noticed.

Making projects successful - You'll manage the full post-implementation lifecycle: onboarding project teams, driving platform adoption, and ensuring every customer gets the experience our "customer value comes first" value promises. When things aren't working, you'll be the first to know and the first to fix it.

Building relationships that stick - You'll build relationships in person as well as remotely. Site visits, value-add sessions, and face-to-face time are a meaningful part of how we work. You'll develop Timescapes champions within customer organisations and become someone project teams genuinely trust. You'll know you're succeeding when customers are asking to bring Timescapes to their next project.

Growing your portfolio - You'll manage contract extensions, identify expansion opportunities, and pass Customer Sales Qualified Leads (CSQLs) to the sales team. Your relationships directly fuel revenue growth.

Using data to stay ahead - You'll monitor engagement metrics: DAU/MAU, CSAT, NPS, churn, to understand where your customers are thriving and where they need attention before they do.

What we're looking for

• 2-3 years customer success experience, in construction, SaaS, PropTech, FieldOps SaaS or adjacent industries
• Excellent communication and interpersonal skills and the ability to connect with our Construction customers
• Passion for driving customer success and a genuine desire to help customers achieve their goals
• Genuinely values engaging with people and goes out of their way to meet face-to-face
• Strong customer-focused mindset and strong problem-solving abilities
• Passion for technology solutions that solve real customer problems
• Ability to build rapport and establish trust with customers and internal stakeholders

Demonstrate the key competencies that are important to Timescapes: 

• Quality - both in your work and interactions
• Great Communicator - clear and concise communication
• Problem Solving - comfortable thinking on the spot and simplifying complex situations
• Adaptability - thrive in a busy and changing environment
• Efficiency - you’re productive, not busy
• Confident using AI tools to accelerate your work and curious about where the technology is heading

This is your chance to help build something meaningful - technology that genuinely makes construction better while working with people who care about doing great work.  We're at an exciting growth stage where your decisions will directly impact our trajectory as we scale globally.
Sound like you?  Apply now.