This is a foundational CSM role with real ownership. You’ll manage a large portfolio of customers, work autonomously, and help shape scalable CS processes while partnering closely with Sales, Product, and Engineering.
The customer base includes large enterprise accounts, with a high-volume, small to medium ACV model, requiring strong prioritisation, structure, and customer advocacy.
The Role
Reporting to the Head of Customer Success, you’ll be the primary point of contact for your customers post-onboarding, responsible for driving adoption, retention, and long-term value.
This role suits someone who enjoys ambiguity, is comfortable building as they go, and thrives in a high-trust, high-expectation environment.
What’s On Offer
Package: Up to $130,000 base + super + bonus
- Opportunity to shape and influence the Customer Success function
- A supportive, energetic office environment with a strong team culture (and great coffee and snacks!)
- Broad exposure across a scaling SaaS business
- High trust, high autonomy role with genuine impact
- Career growth as the CS function and customer base continue to scale
Customer Lifecycle & Retention
- Own the post-onboarding customer journey across a large, high-volume portfolio
- Act as a trusted advisor, ensuring customers realise value quickly and consistently
- Partner with Sales and Onboarding to ensure smooth handovers and expectation setting
- Run structured check-ins and business reviews aligned to customer maturity and value
- Monitor customer health, engagement, and risk signals, intervening proactively
- Drive retention and identify expansion opportunities within your portfolio
- Deliver high-quality, responsive support and guidance across customer needs
- Build, refine, and own CS processes including QBRs, health scoring, comms cadences, and churn workflows
- Help define customer segmentation and scalable success motions
- Escalate product feedback and customer insights to internal teams
- Provide Tier 2 support for complex issues in collaboration with Product and Engineering
- Contribute to internal documentation, playbooks, and knowledge base content
- Support configuration and optimisation of CS tools and dashboards
- Drive product adoption through training, enablement, and best-practice guidance
- Translate customer goals into clear usage outcomes using a consultative approach
- Identify upsell and cross-sell opportunities where appropriate
- Own churn analysis and contribute to continuous improvement initiatives
- Track, measure, and report on core CS metrics and KPIs
Essential Experience
- Proven Customer Success experience within B2B SaaS
- Experience managing large portfolios, ideally with small ACV / high-volume customers
- Exposure to enterprise or complex customer environments
- Comfortable working autonomously in a foundational or early-stage CS role
- Strong understanding of SaaS metrics, customer health, and lifecycle management
- Ability and willingness to work from central Sydney office 5 days per week
- Exceptional relationship-building and communication skills
- Highly organised with strong project and time management capabilities
- Bias toward action and problem-solving over perfection
- Comfortable navigating ambiguity and evolving processes
- Data-driven, analytical, and commercially minded
- Collaborative team player who enjoys building alongside others
- Resilient, adaptable, and customer-obsessed
This role requires close, daily collaboration with cross-functional teams and benefits significantly from in-person work – 5 days per week from the central Sydney office is essential.
