Customer Success Manager

Overview

This opportunity is being shared on behalf of a partner organization, which will handle applications and all later-stage hiring steps. The employer is seeking a Customer Success Manager located in Australia.

The role suits a customer-centric, analytical professional who enjoys driving product adoption, retention, and creator growth. You will partner with high-potential creators as they launch and expand digital businesses, helping them realize meaningful outcomes from the first onboarding touchpoint through long-term success. The focus is proactive, not reactive: you will guide customers through critical activation stages, uncover opportunities to add value quickly, and act as a trusted advisor who blends empathy with commercial judgment. In a fast-moving, remote-first setting, you will work closely with Product and Marketing teams to improve the customer journey and contribute directly to creator engagement and platform growth.

What You Will Do

• Own the full success lifecycle for a portfolio of creators, from onboarding and activation to engagement and retention.
• Serve as the main success contact for a group of high-value creators.
• Build and refine onboarding experiences that accelerate activation and early value delivery.
• Track customer health indicators such as NRR, NPS, CSAT, and engagement trends, and step in before issues escalate.
• Spot potential churn early and put retention measures in place to improve outcomes.
• Partner with Product and Marketing to feed customer insights into product planning and messaging.
• Continuously improve lifecycle playbooks and customer success approaches.
• Use data-led engagement to support adoption, renewals, and expansion opportunities.

What The Employer Is Looking For

The ideal candidate has experience in high-touch Customer Success or Creator Success roles, preferably in SaaS, EdTech, or creator-led businesses. Success in the role also requires strong analytical thinking, empathy, and commercial awareness.

• At least 3 years of experience in Customer Success, Account Management, or a comparable position.
• Background in startup or fast-growing remote-first environments is preferred.
• Good understanding of onboarding, activation metrics, and lifecycle management.
• Hands-on experience with platforms such as HubSpot, Intercom, ChurnZero, or equivalent tools.
• Ability to segment customers and adjust engagement tactics across different journeys.
• Strong grasp of customer health measures including NRR, NPS, CSAT, LTV, and churn signals.
• Excellent communication, relationship-building, and stakeholder management skills.
• Strong planning and project coordination skills across multiple customer groups.
• Comfortable working asynchronously with tools like Notion, Slack, and Loom.

Benefits and Work Environment

• Fully remote working arrangement.
• Team offsites and international retreats in destinations such as Portugal, Croatia, and Greece.
• High level of autonomy over customer success strategy and outcomes.
• Strong emphasis on learning, coaching, and ongoing career growth.
• Technology and co-working allowance to support productivity and flexibility.
• 24 vacation days, plus 10 extra celebration holidays.
• Paid parental leave.
• Collaborative, mission-led, creator-focused workplace culture.

Additional Information

This hiring process uses an AI-supported matching system to review applications quickly and fairly against the role’s core requirements. The shortlist is then passed to the hiring company, whose internal team handles final decisions, interviews, and assessments.

By submitting an application, candidates acknowledge that personal data will be processed to evaluate suitability and shared with the employer as needed. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection at any time. AI tools may also assist with parts of the recruitment process, including application review, resume analysis, and response assessment, but human judgment remains central and final hiring decisions are made by people.