About Australian Social Value Bank

The Australian Social Value Bank (ASVB) is Australia’s leading platform for driving measurable social value, influencing policy, and fostering collaboration across sectors. Our vision is for Australian decision-makers to use social value data to make better decisions for people and the planet.

ASVB provides a robust, methodologically consistent bank of social values, enabling organisations to quantify and communicate their social impact with confidence. With a strong commitment to credibility, sustainability, and impact, ASVB is focused on expanding its reach and impact through strategic partnerships and continuous innovation to ensure equitable access to high-quality social impact measurement. By empowering organisations to integrate social value into their decision-making, ASVB contributes to a more sustainable and inclusive future.

About the CMS Role

The Customer Success Manager plays a key role in achieving this vision by supporting organisations to embed ASVB’s platform within their operations. Through onboarding, training, and ongoing education, this role ensures customers maximise the value of ASVB’s tools, driving greater adoption and impact across sectors.

The Customer Success Manager will report to the Operations Manager but also work directly with the Executive Officer.

Key Responsibilities

• Establish and maintain strong customer relationships to enhance User experience and drive customer retention.
• Guide customers through the onboarding process, ensuring a smooth transition to the ASVB platform.
• Conduct training sessions, webinars, and regular support meetings to maximise User adoption and platform utilisation.
• Serve as the primary point of contact for customer enquiries, handling technical support, troubleshooting, user assistance, and timely issue resolution.
• Support customers in embedding the platform across their organisations to ensure they derive maximum value and assist in configuring the platform to align with business decisions and reporting structures.
• Regularly engage with clients to monitor satisfaction, provide updates, and offer best practices.
• Develop case studies in partnership with customers and collaborate with the ASVB team to amplify their successes.
• Identify growth opportunities with existing customers and across sectors.
• Gather and analyse customer feedback and satisfaction data. Collaborate closely with the ASVB team to operationalise insights from feedback to drive platform improvements.
• Maintain accurate records of customer interactions and issues in CRM tools.
• Act as a positive brand ambassador, contributing to the growth of ASVB.
• Manage the ASVB grants program providing free access to small organisations in need of high-quality social value measurement.

Qualifications & Skills

• Proven experience in a customer-facing role, such as senior account management, customer success, or client engagement.
• Strong presentation and training skills, with the ability to educate diverse client teams—from senior decision-makers to frontline staff—on platform functionality and leading practice social impact measurement.
• Exceptional relationship-building, problem-solving, and communication skills, ensuring clients feel supported and confident in using the ASVB platform.
• Proactive and self-motivated, comfortable taking initiative and ownership of the customer success function within a small, dynamic team.
• Technical aptitude, with the ability to understand, explain, and troubleshoot software platforms, as well as support clients in integrating the tool within their workflows.
• Adaptability and resilience, comfortable working in a fast-evolving environment where challenges and opportunities arise as the organisation grows.
• Experience gathering and leveraging customer feedback to improve platform features, customer experience, and user adoption.
• Understanding of social impact measurement or social science research is advantageous but not essential.

This role offers an exciting opportunity to contribute to a pioneering organisation dedicated to quantifying and enhancing social value across Australia.

Working arrangements

This role will commence at 3 days per week, with plans to increase to full time within one year (however, guarantees cannot be given as is dependant on growth of the organisation).

This role is 100% work from home and can be done from anywhere in Australia. Preference is to align to Eastern States timezones, where we have the majority of our clients.

Compensation

Salary falls under the SCHADS Award - Social and community services employee. Range for this role is between Level 4 and 5, depending on experience and skills.

Application process

Please apply through Ethical Jobs and read the application instructions through the platform. The recruitment process will be fast tracked as we are ready to onboard this role as soon as we find the right person. The full application process will involve a short written exercise, two online interviews and a reference check.

Applications may be reviewed earlier, as they are submitted.