### About Us
We are a fast-growing security services provider specialising in retail, construction, and commercial asset protection. Our focus is simple: proactive security, strong client relationships, and measurable results. We’re looking for a high-performing Customer Success Manager who can both retain and grow our client base.
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### Role Overview
This is not a passive account management role. You will be responsible for client satisfaction, retention, and revenue growth—including actively identifying and securing new business opportunities.
You’ll act as the bridge between operations and clients while also functioning as a business development driver within your portfolio.
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### Key Responsibilities
Client Success & Retention
- Build and maintain strong, long-term client relationships
- Conduct regular site visits and performance reviews
- Ensure guards and services meet agreed standards and KPIs
- Resolve issues quickly and professionally
- Identify risks (e.g., theft trends, operational gaps) and propose solutions
Business Growth (Critical)
- Proactively identify upsell and cross-sell opportunities
- Generate leads through networking, referrals, and site engagement
- Convert leads into signed service agreements
- Work closely with management on pricing and proposals
- Maintain an active pipeline of potential clients
Operational Coordination
- Liaise with rostering and operations teams to ensure service delivery
- Assist in onboarding new clients and guards
- Ensure compliance with client requirements and company standards
Reporting & Accountability
- Track client performance, retention, and revenue growth
- Maintain CRM records and sales pipeline
- Provide regular reports to management
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### What We’re Looking For
Must-Have Skills & Traits
- Proven experience in client management, account management, or business development
- Strong ability to generate and close new business
- Excellent communication and negotiation skills
- Highly proactive — does not wait for opportunities
- Strong problem-solving mindset
- Ability to build trust quickly with clients
Industry Advantage (Preferred but not required)
- Experience in security, facilities management, or related services
- Understanding of retail or construction site risks
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### Key Performance Indicators (KPIs)
- Client retention rate
- Revenue growth per client
- New clients onboarded
- Client satisfaction scores
- Response and resolution times
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### Compensation Structure (Commission – Tightened Terms)
- Commission on New Clients Onboarded
Commission Rate
- 7% of gross margin (not total revenue) generated from each new client contract
Eligibility
- Commission is payable only once:
- Client agreement is signed, and
- Services have commenced, and
- The client has been invoiced and payment received for at least 30 days of service
Minimum Contract Requirement
- Commission applies only to contracts with a minimum value of:
- $2,000+ per month OR
- 3+ months minimum term
Payment Structure
- Commission paid monthly in arrears based on actual revenue received
- Commission is payable for a maximum of 6 months per client, unless otherwise agreed in writing
Clawback Provision
- If a client cancels, reduces scope, or fails to pay within the first 90 days, the company reserves the right to:
- Adjust or reclaim any commission paid proportionally
Exclusions
- No commission payable on:
- Heavily discounted contracts below approved margin thresholds
- Existing company leads unless formally allocated
- Contracts not meeting minimum profitability criteria
Cap / Bonus Potential
- No cap on commission earnings
- Additional performance bonuses may apply for exceeding quarterly onboarding targets
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### Why Join Us
- Direct impact on company growth
- Performance-driven rewards with clear structure
- Opportunity to build and own a client portfolio
- Supportive but results-focused environment
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### Important Note
This role suits someone who is commercially driven, accountable, and results-focused. If you are only looking for a passive customer service role, this is not the right fit.
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### How to Apply
Send your resume and a brief summary of how you have won and onboarded new clients to:
info@dimonsecurity.com.au
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