Pro AV Solutions is Australia’s most experienced, respected, and awarded Audio-Visual Integration company, recognised as an industry leader for over 30 years with offices nationwide. We design, integrate, support, and maintain high-quality Audio-Visual systems and solutions across the Corporate, Government, Education, Health, Venue, and Defence sectors. Backed by passion, pride, and an unwavering commitment to excellence, we continually strive to set the benchmark in our industry. In 2025, this commitment was recognised nationally, with Pro AV Solutions named by The Australian as one of the Best Places to Work, 2025.
We are looking for a customer-focused Customer Success Manager to join our team and take ownership of delivering exceptional service outcomes across a portfolio of managed service customers.
This role is critical in ensuring customers transition successfully from project delivery into long-term managed services, with a strong focus on performance, retention, and lifecycle growth.
Key Responsibilities:
- Manage day-to-day service delivery for a portfolio of customers
- Own SLA performance, reporting, and continuous improvement
- Lead customer onboarding into managed service environments
- Drive customer satisfaction, retention, and service experience
- Manage contract renewals and proactively plan lifecycle engagement
- Identify risks, opportunities, and service improvements
- Lead service reviews (QBRs) and customer reporting
- Work closely with Account Managers to support growth and expansion
What You'll Bring:
- Experience in Service Delivery, Managed Services, or Account Management
- Strong understanding of SLAs, service performance, and customer environments
- Excellent communication and stakeholder management skills
- Commercial awareness with experience in renewals and retention
- Ability to manage escalations and drive outcomes
- A proactive, customer-first mindset
Why Join Us?
- Be part of a lifecycle-driven organisation focused on long-term customer value
- Work with a collaborative sales and service team
- Opportunity to influence customer experience and service strategy
- Career growth in a high-impact customer-facing role
Skills Required
- Experience in Service Delivery, Managed Services, or Account Management
- Strong understanding of SLAs, service performance, and customer environments
- Excellent communication and stakeholder management skills
- Commercial awareness with experience in renewals and retention
- Ability to manage escalations and drive outcomes
- A proactive, customer-first mindset
What We Do
𝗣𝗿𝗼 𝗔𝗩 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 𝗶𝘀 𝗔𝘂𝘀𝘁𝗿𝗮𝗹𝗶𝗮’𝘀 𝗹𝗲𝗮𝗱𝗶𝗻𝗴 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 𝗮𝘂𝗱𝗶𝗼 𝘃𝗶𝘀𝘂𝗮𝗹, 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝘂𝗻𝗶𝗳𝗶𝗲𝗱 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀 𝘀𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁𝘀. Welcome to Pro AV Solutions, Australia's leading AV systems integrator and workplace technology provider. Through innovation and dedication to excellence in everything we do, our teams help businesses, government and education institutions succeed with digital transformation and thrive through effective connection, communication and collaboration. 100% Australian owned and operated, Pro AV Solutions has a proven track record as a trusted technology partner for Australia's leading organisations. Our 30+ years of experience and large national team bring unrivalled expertise and a unique approach to innovation to help solve customer challenges with technology. Sales 1300 287 253 Service 1300 282 273 [email protected]
