About Ip.Glass

Ip.Glass is a fast-growing Australian leader in enterprise networking, network security, and cyber security services. With strong partnerships (including Fortinet) and a proven 24/7 NOC capability, we deliver mission-critical services across enterprise, healthcare, education, and government. As we expand our managed services, we are seeking a Customer Success Manager (CSM) to strengthen our client relationships and service delivery experience.

The Role

The CSM will partner closely with our Technical Service Delivery Manager (SDM) to ensure that clients receive both seamless technical execution and excellent communication.
This role is client-facing, focused on building trusted relationships, managing communications, and driving adoption and value realisation across Ip.Glass’s managed services portfolio.

Key Responsibilities

Act as the primary client contact for service updates, incident communication, and escalations.

Lead onboarding programs for new managed service clients, ensuring a smooth transition.

Coordinate and deliver regular client updates, QBRs/health checks, and success reporting.

Track client experience metrics (NPS, CSAT) and proactively address risks to satisfaction and renewal.

Partner with the Technical SDM to ensure service issues are resolved promptly and communicated clearly.

Work with enterprise and government clients to align services with business outcomes and compliance needs.

Identify opportunities for account growth, upsell/cross-sell, and expansion of managed services.

About You

5+ years’ experience in customer success, account management, or service delivery, ideally in managed services, networking, or cyber security.

Strong background in enterprise and/or government sector engagements.

High emotional intelligence (EQ) with excellent written and verbal communication skills.

Ability to manage complex client relationships and communicate clearly during incidents.

Familiarity with network security and managed service models (NOC/SOC) highly regarded.

Collaborative mindset — thrives working alongside technical and service delivery teams.

Why Join Ip.Glass?

Be part of a high-growth cyber security and networking specialist backed by global partners.

Play a pivotal role in shaping client experience in enterprise and government engagements.

Join a tight-knit, high-performance culture where innovation and client service excellence are core values.

Hybrid working environment with national reach.