Associate Customer Success Manager

The role

This role combines enterprise technical support, customer success, onboarding, and operational coordination. You will manage operational customer relationships and coordinate onboarding for Enterprise SaaS customers in Australia and New Zealand.

What you will do

• Manage the operational customer relationship for Enterprise SaaS customers in Australia and New Zealand.
• Coordinate customer onboarding and implementation from project kickoff through go-live.
• Act as the first line of support for Enterprise platform issues.
• Partner with Product and Engineering to escalate customer issues.
• Support product adoption, gather customer feedback, and identify retention risk and expansion opportunities.
• Identify customer knowledge gaps and contribute to training materials and product documentation.
• Assist with testing significant new features and workflows before release.
• Maintain accurate customer records, support cases, onboarding plans, and operational documentation.

Required qualifications

• 3-5+ years of experience supporting, implementing or managing enterprise SaaS or B2B software customers.
• Experience in customer success, technical support, software implementation or a similar customer-facing operational role.
• Strong problem-solving skills and the ability to translate technical issues into clear customer communications.
• Experience deploying and supporting software products, including integrations and user-facing applications.
• Comfort troubleshooting APIs and web-based software.
• Strong organizational and project-management skills.
• Customer-focused and passionate about helping customers achieve successful outcomes.
• Technically curious, analytical and comfortable investigating unfamiliar problems.
• Highly organized, proactive and able to take ownership from initial issue or project through resolution.
• A clear communicator who can build trusted relationships across customers and internal teams.
• Commercially aware and able to recognize customer risks and growth opportunities.
• Calm under pressure, collaborative and comfortable working across time zones in a global organization.

Nice to have

• Experience with Postman, command-line tools, HTML, JavaScript or SQL
• Experience in digital out-of-home, advertising technology, digital signage or media operations

Benefits

• Flexible, supportive and fast-growing global company culture.
• The opportunity to build Vistar's operational and customer success presence in Japan.
• Direct collaboration with regional and global Operations, Product, Engineering and Enterprise teams.
• Competitive compensation and company benefits, which vary by region.

About the company

Vistar Media is a global ad tech company and the world's largest digital out-of-home (DOOH) advertising marketplace. As of January 2025, Vistar Media was acquired by T-Mobile and is now part of T-Mobile Advertising Solutions.