Customer Success Manager

Relectrify is an advanced battery technology company redefining how energy storage systems are controlled and managed. Our mission is to deliver safer, smarter, longer-lasting batteries through cell-level control — unlocking superior efficiency, lifetime, and performance for customers worldwide. As we scale deployments across commercial, industrial, and utility applications, we are building a world-class Customer Success team to ensure our technology delivers exceptional real-world outcomes and trusted long-term partnerships.

Our core values fuel and motivate our work: 

1. Prioritise what matters most: We strive to work with clear objectives and understand why they are the right goals to pursue. 
2. Think critically: We base our decisions on informed, open-minded evaluations, not on hierarchy or gut feelings. 
3. Be decisive: We prioritise action and continuously move forward, adapting as new data becomes available. 
4. Quality and elegance in everything: We put in the effort to distil complexity and make things as clear and impactful as possible. 
5. Collaborate or fail: We seek to work with those who excel and recognise that partnerships are essential to our success. 
6. Get jobs done: We focus on the core task – the job to be done – and we aren’t content until we’ve achieved the desired outcome. 

We embrace diverse experiences to fuel our collective success, ensuring everyone can do their best work. 

If you are looking to make a positive impact in the world of renewable energy by advancing battery technology, come join us. Even if you don’t meet every requirement, we encourage you to apply — you might just be the perfect fit for our team. 

The Customer Success Manager will play a central role in ensuring Relectrify's customers' battery systems consistently perform to the highest standards of reliability, safety, and customer satisfaction. You’ll be the primary point of contact for customers once systems are operational — driving delivery of performance commitments, coordinating service and maintenance, and ensuring each site operates smoothly. You’ll combine hands-on operational focus with structured communication and performance reporting, making Relectrify the easiest and least-risk technology partner in the market.

Responsibilities

The responsibilities of the role will be to:

• Establish Customer Success capabilities within the organisation, including leading the definition of systems and processes.
• Own system performance outcomes across Relectrify’s deployed fleet, ensuring availability and product performance KPIs are achieved.
• Lead customer onboarding and product commissioning, and ensure smooth transition from commissioning to operational handover.
• Manage planned maintenance scheduling, spare parts coordination, and documentation of field activities.
• Track and report operational performance against KPIs, including uptime, delivered energy, and service responsiveness.
• Provide customers with regular performance summaries and proactive insights from Relectrify’s monitoring systems.
• Coordinate incident response, remote diagnostics, and issue resolution through Level 1 and Level 2 support workflows.
• Serve as the single point of contact for all operational customers, ensuring issues are handled promptly, and communication is clear and professional.
• Support Product, Engineering, and Production/Quality teams with insights from operational data to inform reliability improvements and documentation updates.
• Contribute to pre-sales enablement efforts by providing performance data and service insights that demonstrate Relectrify's value to future customers.

Applicants must have full working rights in Australia and be willing to undergo pre-employment background checks (i.e. working rights, criminal history, and employment references). 

• >5 years’ experience in customer success, technical service, or operations roles in battery systems, renewable energy, or related industry.
• A proven record of coordinating service delivery and managing technical relationships with customers.
• Strong communication and relationship-building skills — equally comfortable with customers, technicians, and engineers.
• Organised, data-driven, and proactive — able to manage multiple sites and priorities without losing detail.

• Commitment to Relectrify’s mission and values.

At Relectrify, you’ll join a passionate team engineering battery systems that make every kWh count, and reduce the cost of clean, renewable energy for everyone. You’ll help customers experience that value every day — through reliability, transparency, and performance that sets new industry benchmarks. Our benefits are designed to support and enhance your work-life harmony:

• Market-competitive salary and benefits 
• Ownership opportunity as part of the Employee Share Option Plan
• Advancement opportunities for leadership and management due to rapid scale-up trajectory
• Paid time off and holidays
• Gender-neutral paid parental, personal/carer’s leave of absence
• Hybrid flexible work policy 
• Purchased leave scheme 
• Salary sacrifice for superannuation
• Education reimbursement
• No-cost commuting  
• Free snacks and (actually good!) coffee in the Melbourne office
• Team events and monthly socials
  

We are located on the fringe of Melbourne CBD, within walking distance to Southern Cross station, North Melbourne station and LaTrobe & Spencer Street trams.

Relectrify is committed to providing inclusive experiences. We welcome applicants from all backgrounds and identities, including: race, ethnicity, age, citizenship, religion, sex, sexual orientation, gender identity, veteran status, marital status, pregnancy, parental status, or disability. Discrimination based on these or any other social identities is not tolerated. 

Note to recruitment agencies: Relectrify does not accept unsolicited agency resumes. Relectrify does not pay placement fees for candidates submitted by any agency other than its approved partners.