[Hiring] Client Success Manager @Cotality

Role Description

Cotality's Prime Ecosystem is a leading job management platform purpose‑built for the insurance, building, and restoration industries. We’re looking for a Client Success Manager to take ownership of the end‑to‑end customer experience across our portfolio of Prime clients, acting as the primary point of accountability for client outcomes across satisfaction, retention, renewal, and value realisation.

This role is focused on helping clients achieve real, ongoing value from Prime —post initial onboarding through to long‑term adoption, optimisation, and renewal. Operating with a high degree of autonomy, you’ll work closely with clients and internal delivery, product, and commercial teams to ensure Prime is implemented well, embedded into day‑to‑day operations, and continually improved as client needs evolve.

This is not a sales role, but you will play a critical part in retention, expansion, and building trusted, long‑term client partnerships. Business travel is required from time to time, including visiting clients on‑site and attending relevant industry events and conferences.

Qualifications

• Experience in Client Success, Account Management, or Customer Success (SaaS or technology‑enabled platforms preferred)
• Strong relationship‑building and communication skills
• Comfortable managing multiple clients and competing priorities
• Process‑driven, organised, and proactive
• Ability to translate client needs into clear internal actions and outcomes
• Experience with onboarding, training, implementation, or operational change is highly regarded
• Exposure to insurance, construction, restoration, or regulated industries highly regarded

Requirements

• Owning the client journey from onboarding and implementation through to steady‑state success
• Building strong, trusted relationships with operational and executive client stakeholders
• Running regular check‑ins, health reviews, and structured business reviews
• Hands‑on configuration and ongoing updates within Prime Ecosystem to support client workflows and operational requirements
• Working directly in the platform to set up, adjust, and optimise client environments as needs evolve
• Supporting clients to adopt best‑practice workflows across Prime Ecosystem
• Proactively identifying risks, issues, and improvement opportunities
• Acting as the voice of the customer internally, ensuring feedback informs product and process improvements
• Working closely with Product, Support, Training, and Delivery teams
• Maintaining accurate client records, notes, and health indicators

Benefits

• Work with engaged, long‑term clients in essential industries
• Be part of a growing SaaS platform with real‑world operational impact
• Collaborate closely with product, delivery, and training teams
• Flexible working arrangements
• Opportunity to grow into senior Client Success or leadership roles
• 10 half days of Wellbeing leave each year
• $600 AUD annual wellbeing allowance for gym memberships, wellness apps, ergonomic gear and more
• Generous Parental leave offering, $750 AUD in Baby Bucks
• Free subscription to the Calm app and other mindfulness tools
• Complimentary access to Australia’s most comprehensive property research platforms
• Two community and volunteer leave days each year