Account Manager - T2 Growth Customer Success

Position Overview

Join Mercha as a full-time Account Manager on the T2 Growth Customer Success team, focused on expanding and nurturing existing customer accounts rather than pursuing new logos. You will manage a defined book with a target of $500K in expansion revenue annually, working primarily in a hybrid model—three days at the Sydney CBD office and two days remotely.

Role and Responsibilities

• Manage the T2 customer portfolio with a focus on retention, growth, and consistently hitting a $500K expansion target.
• Develop detailed account plans anticipating upcoming campaigns and initiatives before customers do.
• Lead proactive growth efforts by identifying opportunities such as new teams, markets, use cases, and larger scale programs.
• Conduct quarterly reviews that customers find valuable and want to attend.
• Handle renewal and reorder cycles with precise forecasting and proactive follow-up.
• Maintain comprehensive relationship maps tracking key stakeholders from marketing coordinators to decision-makers.
• Collaborate closely with account executives and operations teams to ensure seamless delivery and resolve challenges promptly.
• Provide actionable insights and feedback from your accounts to help shape the product roadmap based on evidence and customer needs.

Candidate Profile

• Minimum three years experience in account management, customer success, or post-sales growth roles.
• Proven success managing retention or expansion targets and consistently meeting or exceeding them.
• Experienced in juggling multiple accounts simultaneously while keeping all clients engaged.
• Keen ability to identify early indicators for growth such as hiring, new product launches, funding events, or office expansions.
• Comfortable working with buyers across marketing, HR, and operations functions.
• Highly organized with honest and accurate forecasting skills, thriving under fast-paced conditions.
• Passionate about quality merchandising, delivering well-executed campaigns aligned with optimal timing.

Compensation and Career Growth

• Competitive salary package: $85,000 base plus $25,000 variable at target, totalling on-target earnings (OTE) of $110,000, uncapped.
• Quota: $500,000 expansion revenue run-rate with tiered commission structure—below 80% quota yields no commission; 80%–100% pays 3%; 100%–150% pays 5%; above 150% pays 10% on the excess, paid quarterly on collected invoices.
• Career progression pathway to manage the T1 book or a broader growth remit with matched compensation upgrades.

Additional Benefits

• Flexible hybrid work arrangement: 3 days in-office at Sydney CBD, 2 days remote.
• Learning and development budget including coaching and support from the Customer Success lead.
• Generous leave offerings: 10 days female health leave, 5 days mental health leave, and 5 days volunteer leave annually.
• Engaged team culture with regular offsites and events.
• Access to high-quality merchandise products for personal and professional use.

About Mercha

Mercha is a rapidly expanding merchandise platform serving APAC, assisting modern brands in efficiently creating, managing, and distributing branded merchandise across Australia and Asia. Our clients include industry leaders such as Notion, Airwallex, Heidi, OKX, and Klaviyo. We operate warehouses across Australia and Singapore and are committed to revolutionizing merch management infrastructure for global brands.

Equal Opportunity Commitment

Mercha is dedicated to fostering an inclusive workplace and welcomes candidates from diverse backgrounds to apply.