Job Description
Full job description
Company Description
J4RVIS brings humans and technology together - for businesses built on relationships. We're a consulting business at our core, guiding enterprises through transformation by listening first, then building technology that makes people more capable, not redundant.
Since launching in 2020, we've grown to a team of 110+ people across Australia and the Philippines. We hold Salesforce Summit Partner status alongside partnerships with Anthropic, ElevenLabs, Snowflake, and AWS - spanning business systems, data and integration, conversational AI, and agentic automation. We've been recognised as a Deloitte Fast 50 "Rising Star", CRN Fast 50, and Great Place to Work in both countries. But the awards describe where we've been, not where we're going.
We go deep in the industries we serve — media, financial services, energy & utilities — because domain expertise is what makes the technology work. We measure success by three business outcomes: customer experience transformation, operational efficiency, and revenue generation. Not hours billed.
AI is central to what we do. We deploy Agentforce at scale, build conversational AI, and develop intelligent automation already running in production. Every team is augmented by AI, and every consultant is developing toward advisory, not just delivery.
We're on a growth spurt to further scale with an APAC expansion underway and a strategy that's locked in. If you want to be part of a firm that's building something that endures, where the culture is real and the ambition is high then this is an exciting time to join.
We’re still early in our journey, and that’s what makes this an exciting time to join.
About the role
The Customer Success Manager owns the customer relationship post-sale within J4RVIS's Managed Services model, ensuring clients achieve measurable business value from their Salesforce platform while driving retention, adoption, and consumption growth.
This role sits at the intersection of relationship management, commercial growth, and technology translation. It is not a technical execution role — that sits with the Solution and Delivery teams. The CSM works alongside those teams to understand what's technically possible, and owns translating those possibilities into compelling business outcomes for customers.
The ideal candidate brings solid Salesforce platform knowledge, genuine curiosity about product innovation, and the commercial instinct to turn technical use cases into expanded customer engagement. They are energised by what technology can do for a business — and that energy is visible to customers.
As the single point of contact for a portfolio of managed services accounts, the CSM is accountable for retention, health, and growth. They coordinate across Platform Success, Sales, Consulting, and Delivery to deliver seamless customer experiences.
Key Responsibilities
Client Engagement
Own end-to-end customer relationships across an assigned portfolio of managed services accounts, serving as primary point of contact
Lead customer onboarding, establishing success criteria, governance cadence, and communication frameworks
Develop and maintain customer success plans aligned to business outcomes and platform strategy
Own renewal readiness and customer confidence, partnering with Sales on renewal execution
Identify and progress expansion opportunities within the existing portfolio
Lead and drive strategic customer conversations to understand business goals and translate them into actionable roadmaps and mutual success criteria
Technology Translation & Customer Inspiration
Translate technical use cases — provided by the Solution and offshore Delivery teams — into clear business language: user story, impact, and outcome
Work closely with the Solution team to understand what can be built, then own the pitch and framing with the customer
Articulate platform value in terms that resonate with business stakeholders, not just technical audiences
Commercial Growth
Drive adoption and consumption growth across the portfolio, actively managing customer burn against targets
Identify and progress expansion opportunities, translating platform capabilities into business cases customers want to fund
Track and report on portfolio health, renewal risk, and growth pipeline
Manage multiple accounts simultaneously, prioritising effectively across competing demands
Governance & Lifecycle Management
Establish and maintain effective governance rhythms including QBRs, monthly check-ins, and executive engagement
Take ownership of troubleshooting coordination, ensuring issues are triaged and resolved promptly to ensure smooth day-to-day platform usage
Monitor customer health metrics, adoption patterns, and satisfaction levels proactively
Coordinate across Platform Success, Delivery, and Sales teams to ensure clarity and accountability
Represent the voice of the customer internally to influence product priorities and service improvements
Drive continuous improvement across customer experience and platform success processes
Qualifications
This role is suited to someone with the following:
Essential
Proven experience in a customer success, account management, or client-facing role within SaaS technology or consulting
Demonstrated track record managing post-sale customer relationships and driving retention and growth
Solid Salesforce platform knowledge — enough to have credible, value-led conversations with customers and understand what's possible (not execution-level technical depth)
Strong commercial acumen with exposure to renewal, expansion, and consumption-based growth motions
Ability to translate technical possibilities into business outcomes, comfortably speaking both technical and business languages
Excellent stakeholder management and communication skills across both technical and business audiences
Genuine curiosity and enthusiasm for technology and product innovation, particularly AI and platform developments
Desirable
Experience working alongside offshore delivery or consulting teams
Exposure to ITIL or managed services operating models
Experience working with integration platforms (e.g. MuleSoft, Workato)
Familiarity with AI-driven use cases within the Salesforce ecosystem
At J4RVIS, everyone has a purpose and everyone has a role no matter how big or small the role is. It's part of our DNA and part of our values.
Additional Information
WHY YOU SHOULD JOIN J4RVIS:
Become better at what you do. You will be challenged to learn every day, work on exciting projects and be provided with unique learning and mentoring opportunities from our CTA.
Be yourself. “Everyone has a role, everyone has a purpose.” Be the leader you wish you had and bring your authentic self to work. We celebrate each other’s uniqueness.
Succeed from anywhere. No matter if working from the office, from home, we empower you to unlock your true potential through a progressive workplace and provide you with the tools to do so.
Have fun along the way. We place immense emphasis on our culture and our team genuinely enjoys working with each other and spending time together both in and outside of work - never a dull day at J4RVIS!
SOME OF OUR PERKS
Salesforce/Mulesoft/Project Management certifications paid for by J4RVIS
Work From Anywhere for up to 4 weeks a year
Flexible working arrangements
3 months paid parental leave for primary carers
2 days of study leave per quarter
J4You Rewards (Work Anniversary Reward)
Home office expense allowance
Are you ready to create a better tomorrow?
“When you join J4RVIS, you become part of a collaborative culture. We are a politics free workplace where everyone has a voice. Everyone is a leader, valued equally for their authenticity, background & skill.”
Company Description
J4RVIS brings humans and technology together - for businesses built on relationships. We're a consulting business at our core, guiding enterprises through transformation by listening first, then building technology that makes people more capable, not redundant.
Since launching in 2020, we've grown to a team of 110+ people across Australia and the Philippines. We hold Salesforce Summit Partner status alongside partnerships with Anthropic, ElevenLabs, Snowflake, and AWS - spanning business systems, data and integration, conversational AI, and agentic automation. We've been recognised as a Deloitte Fast 50 "Rising Star", CRN Fast 50, and Great Place to Work in both countries. But the awards describe where we've been, not where we're going.
We go deep in the industries we serve — media, financial services, energy & utilities — because domain expertise is what makes the technology work. We measure success by three business outcomes: customer experience transformation, operational efficiency, and revenue generation. Not hours billed.
AI is central to what we do. We deploy Agentforce at scale, build conversational AI, and develop intelligent automation already running in production. Every team is augmented by AI, and every consultant is developing toward advisory, not just delivery.
We're on a growth spurt to further scale with an APAC expansion underway and a strategy that's locked in. If you want to be part of a firm that's building something that endures, where the culture is real and the ambition is high then this is an exciting time to join.
We’re still early in our journey, and that’s what makes this an exciting time to join.
About the role
The Customer Success Manager owns the customer relationship post-sale within J4RVIS's Managed Services model, ensuring clients achieve measurable business value from their Salesforce platform while driving retention, adoption, and consumption growth.
This role sits at the intersection of relationship management, commercial growth, and technology translation. It is not a technical execution role — that sits with the Solution and Delivery teams. The CSM works alongside those teams to understand what's technically possible, and owns translating those possibilities into compelling business outcomes for customers.
The ideal candidate brings solid Salesforce platform knowledge, genuine curiosity about product innovation, and the commercial instinct to turn technical use cases into expanded customer engagement. They are energised by what technology can do for a business — and that energy is visible to customers.
As the single point of contact for a portfolio of managed services accounts, the CSM is accountable for retention, health, and growth. They coordinate across Platform Success, Sales, Consulting, and Delivery to deliver seamless customer experiences.
Key Responsibilities
Client Engagement
Own end-to-end customer relationships across an assigned portfolio of managed services accounts, serving as primary point of contact
Lead customer onboarding, establishing success criteria, governance cadence, and communication frameworks
Develop and maintain customer success plans aligned to business outcomes and platform strategy
Own renewal readiness and customer confidence, partnering with Sales on renewal execution
Identify and progress expansion opportunities within the existing portfolio
Lead and drive strategic customer conversations to understand business goals and translate them into actionable roadmaps and mutual success criteria
Technology Translation & Customer Inspiration
Translate technical use cases — provided by the Solution and offshore Delivery teams — into clear business language: user story, impact, and outcome
Work closely with the Solution team to understand what can be built, then own the pitch and framing with the customer
Articulate platform value in terms that resonate with business stakeholders, not just technical audiences
Commercial Growth
Drive adoption and consumption growth across the portfolio, actively managing customer burn against targets
Identify and progress expansion opportunities, translating platform capabilities into business cases customers want to fund
Track and report on portfolio health, renewal risk, and growth pipeline
Manage multiple accounts simultaneously, prioritising effectively across competing demands
Governance & Lifecycle Management
Establish and maintain effective governance rhythms including QBRs, monthly check-ins, and executive engagement
Take ownership of troubleshooting coordination, ensuring issues are triaged and resolved promptly to ensure smooth day-to-day platform usage
Monitor customer health metrics, adoption patterns, and satisfaction levels proactively
Coordinate across Platform Success, Delivery, and Sales teams to ensure clarity and accountability
Represent the voice of the customer internally to influence product priorities and service improvements
Drive continuous improvement across customer experience and platform success processes
Qualifications
This role is suited to someone with the following:
Essential
Proven experience in a customer success, account management, or client-facing role within SaaS technology or consulting
Demonstrated track record managing post-sale customer relationships and driving retention and growth
Solid Salesforce platform knowledge — enough to have credible, value-led conversations with customers and understand what's possible (not execution-level technical depth)
Strong commercial acumen with exposure to renewal, expansion, and consumption-based growth motions
Ability to translate technical possibilities into business outcomes, comfortably speaking both technical and business languages
Excellent stakeholder management and communication skills across both technical and business audiences
Genuine curiosity and enthusiasm for technology and product innovation, particularly AI and platform developments
Desirable
Experience working alongside offshore delivery or consulting teams
Exposure to ITIL or managed services operating models
Experience working with integration platforms (e.g. MuleSoft, Workato)
Familiarity with AI-driven use cases within the Salesforce ecosystem
At J4RVIS, everyone has a purpose and everyone has a role no matter how big or small the role is. It's part of our DNA and part of our values.
Additional Information
WHY YOU SHOULD JOIN J4RVIS:
Become better at what you do. You will be challenged to learn every day, work on exciting projects and be provided with unique learning and mentoring opportunities from our CTA.
Be yourself. “Everyone has a role, everyone has a purpose.” Be the leader you wish you had and bring your authentic self to work. We celebrate each other’s uniqueness.
Succeed from anywhere. No matter if working from the office, from home, we empower you to unlock your true potential through a progressive workplace and provide you with the tools to do so.
Have fun along the way. We place immense emphasis on our culture and our team genuinely enjoys working with each other and spending time together both in and outside of work - never a dull day at J4RVIS!
SOME OF OUR PERKS
Salesforce/Mulesoft/Project Management certifications paid for by J4RVIS
Work From Anywhere for up to 4 weeks a year
Flexible working arrangements
3 months paid parental leave for primary carers
2 days of study leave per quarter
J4You Rewards (Work Anniversary Reward)
Home office expense allowance
Are you ready to create a better tomorrow?
“When you join J4RVIS, you become part of a collaborative culture. We are a politics free workplace where everyone has a voice. Everyone is a leader, valued equally for their authenticity, background & skill.”
💡 Quick Summary
Seeking a career-building opportunity? The Customer Success Manager position is now open for candidates interested in the Work from home Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
