Senior Customer Success Manager

Senior Customer Success Manager
- Make a tangible impact on electrifying transportation
- Multinational technology leader
- Fast charging for electric mobility

About Tritium
This position reports directly to the VP, Global Customer Operations at Tritium and is based in Europe - remote. We are ok to consider applicants from all over Europe.
We are seeking a dedicated and detail-oriented Senior Customer Success Manager to support our Tritium’s mission of delivering high customer satisfaction and operational excellence. In this role, you will work closely with the Customer Operations Coordinator to ensure seamless customer interactions, efficient order processing, and effective communication across departments, ensuring that our customers feel supported and valued at every stage of their journey.
About the role
In a global landscape driven by innovation in energy use and storage, Tritium leads in the design, manufacture, and distribution of fast charging infrastructure for electric vehicles. Building on past successes, the company is now hiring a Power Electronics Engineer to report directly to the Head of Sustaining Engineering as part of the Sustaining Engineering team in Murarrie, Brisbane.
You will play a key role in the design, development, and optimization of high-voltage, high-power inverters and converters, ensuring reliable, efficient, and scalable solutions for EV charging systems. This position will focus on power circuit design, component selection, system simulation, and testing, while also supporting manufacturing, compliance, and field performance.
As a Design Responsible Engineer (DRE), you will own assigned power electronic systems and components, ensuring all solutions align with Design for Manufacturing (DFM), Design for Assembly (DFA), and Design for Serviceability (DFS) principles. You will collaborate with suppliers, manufacturing, quality, supply chain, validation, and certification teams to optimize system performance and reliability.
Key responsibilities for this role include, but are not limited to:
Customer Relationship Management
- Build and maintain strong relationships with customers by responding to queries, resolving escalations, and promoting a positive customer experience.
- Establish client retention goals, track contract renewals, and identify opportunities for upselling and cross-selling aligned with customer needs and the brand image.
- Set up, educate, and train customers on MyTritium to enhance product adoption and value realization.
- Review customer complaints and concerns, using insights to improve processes, products, and customer satisfaction.

Cross-Functional Coordination
- Collaborate with the Customer Operations Coordinator and internal teams, including Production and Finance, to manage sales orders, delivery timelines, technical product queries, and warranty processes.
- Work with the technical department to ensure timely and accurate responses to product or technical issues, enhancing customer satisfaction.
- Establish client retention goals, identify upselling opportunities, and promote Tritium’s products and services in alignment with the brand image.
- Review customer complaints and concerns, driving cross-departmental solutions to improve the overall customer experience.

Customer Satisfaction and Loyalty
- Increase customer satisfaction and loyalty by ensuring timely deliveries of all parts and hardware.
- Advocate for continual improvement by collecting and analyzing client care surveys and feedback, identifying key areas for enhancement in our services and product offerings.

Operational Reporting
- Prepare monthly reports for both internal and external stakeholders.
- Collect customer feedback for continuous product and service enhancements.
- Provide progress updates on order status and delivery timelines to customers and the sales team.

Process Improvement
- Support the Customer Operations Coordinator in managing the customer artwork and SIM card process to ensure timely deliveries.
- Streamline the customer onboarding process by reducing steps, automating tasks, or creating self-service resources to enhance efficiency and customer satisfaction.

Stakeholder Engagement
- Establish strong relationships with both internal and external stakeholders, supporting the Customer Operations Coordinator in delivering a seamless and positive customer experience.
- Collaborate with Sales and Support to address customer needs, share insights, and align on goals to develop resources that enhance customer understanding.

About you
- Degree qualified or other higher education
- 8+ years experience customer success, customer service, or a related role, preferable within the EV industry
- Strong communication and interpersonal skills
- Proven ability to manage escalations and prioritize tasks in a fast-paced environment
- Experience with CRM and ERP systems
- Proficiency in MS Office
- Have an understanding of and commitment to customer satisfaction
- An affinity wit