Senior Customer Success Manager

An Exciting Supply Chain Career AwaitsWe are expanding our team and are in search of a dynamic Senior Customer Success Manager to help fuel our growth within Australia’s rapidly evolving 4th Party Logistics (4PL) sector. This role offers the chance to engage with one of the fastest-growing categories in Australian logistics, providing substantial opportunities for career advancement.Why choose cora Group?Experience a supportive management team that is focused on nurturing talent and fostering a positive work culture. Be part of a leading team in a fast-growing industry sector.Great office location with easy walks through lakes, waterfalls, and gardens, close to cafes, public transport and parking.Enjoy a competitive salary with a bonus scheme and a special day off for your birthday! Our Values: Unity: We Walk TogetherIntegrity: We Are Our WordCourage: Embrace Every ChallengeResponsibility: Pride In Our EnvironmentInnovation: Create “Different” The Role:The Senior Customer Success Manager (SCSM) is responsible for leading key customer relationships within a specified portfolio. This role requires an experienced individual who can think strategically, manage complex portfolios, and drive meaningful business growth. The SCSM acts as a trusted advisor to customers, helping to navigate challenges, unlock opportunities, and align solutions with their evolving needs. This is a role for a high performer who blends commercial acumen with strong leadership, influencing, and problem-solving skills. This role will be based in Melbourne.The successful candidate will be responsible for:Customer Relationship ManagementBuild and maintain strong relationships with key decision-makers and influencers across customer organisationsAct as the escalation point for high-priority issues, ensuring timely and strategic resolution in collaboration with internal teamsConduct structured Monthly, Quarterly, and Annual Business Reviews, including reporting, analysis, and forward planningLead customer contract reviews, renewals, and negotiation processesFinancial & Strategic Account ManagementOwn and manage a portfolio, ensuring delivery against revenue and gross margin targetsLead customer contract negotiations, renewals, and pricing strategy, including annual reviews, to ensure commercial alignment and sustainable account performanceCollaborate with Finance and Customer Solutions teams to ensure accurate billing, account profitability, and minimal revenue leakageDevelop and maintain detailed Account Plans for each customer in your portfolio, including strategic goals, risks, and growth leversMonitor account health, and work cross-functionally to protect the baseOperational ExcellenceDrive customer outcomes through close collaboration with Operations, Customer Solutions, Service Delivery and Customer Care teamsEnsure adherence to all contractual service-level agreementsResolve systemic service failures through root cause analysis, and implement preventative solutionsLead end-to-end onboarding and implementation for new customers or services within your portfolioEnsure CRM data integrity and accurate logging of key customer interactionsBusiness GrowthUnlock, pursue, and deliver upon the extension of business opportunities which exist within our existing customer baseProactively identify and pursue upselling and cross-selling opportunities within assigned accounts, including identifying leads for new business opportunities Leadership & InfluenceContribute to broader team success through mentoring, knowledge sharing, and leading by exampleRepresent Customer Success in strategic initiatives and cross-functional working groups Support the execution of cora’s strategic priorities, providing feedback and insights from the field The successful candidate will have: Customer-first mindset with a commitment to supporting delivery outcomes that reflect cora Group’s values and strategic objectives In-depth knowledge of logistics and supply chain concepts, including transportation, warehousing, inventory management & distributionStrong communication, negotiation and presentation skillsExcellent problem-solving and decision-making capabilitiesResults-driven mindset with a track record of meeting or exceed account growth and retention targetsProficient in using Microsoft Office Suite and CRM tools Highly organized with strong attention to detail and the ability to prioritise and manage multiple accounts simultaneously Strong leadership and a passion for mentoring your peersMinimum 3 years of experience in account management within the logistics or transport industryTertiary qualification in Business, Supply Chain or a related field is highly regarded We value versatility and a proactive approach. As our team evolves, you may find yourself taking on new challenges beyond the outlined responsibilities to contribute to the dynamic needs of cora. Consider this an opportunity to showcase your adaptability and make a meaningful impact beyond the defined scope.Learn More and Apply If you are ready to advance your career with cora Group, please submit your CV and a cover letter using our application link. Share a bit about yourself and explain why you are a good fit for this role.Your journey with cora Group starts here.