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Customer Success Manager

1 month ago

Melbourne, Victoria, Australia at Full time

Add expected salary to your profile for insights.

Supports: Customer Success Manager, Head of Product & Head of Marketing

Location: Melbourne

Role Overview

The Customer Success Manager (CSM) is our front-line legend when it comes to the onboarding, growth, and retention of Tall Bob's key accounts. Think of yourself as part onboarding wizard, part growth strategist, and part relationship whisperer.

You'll dive deep into our customers' goals and objectives, working with them and our tech partners to understand their business goals and cook up clever, tailored solutions that make our customers look good.

You won't be stuck in a silo—expect to be in the thick of it with a small, high-energy team that thrives on collaboration, big ideas, and the occasional coffee-fuelled brainstorm.

Key Responsibilities

Key Account Onboarding & Growth

  • Lead the customer journey from late-stage sales to activation and onboarding.
  • Coordinate internal teams (sales, product, tech) and client stakeholders.
  • Develop project plans with clear milestones and timelines.
  • Help clients integrate best practices in SMS communication and campaign execution.
  • Build trusted relationships that position you as a strategic partner.
  • Identify opportunities for product expansion and account growth.

Key Account Management & Retention

  • Own and manage a portfolio of nominated key accounts.
  • Work collaboratively with Sales and Product to develop strategic account plans.
  • Maintain regular engagement and communication with stakeholders.
  • Understand client goals, identify challenges, and propose solutions.
  • Lead growth initiatives within existing accounts.
  • Reduce churn through proactive support, insights, and service excellence.
  • Build and maintain executive-level relationships within key clients.

Operations & Cross-Functional Support

  • Support product and marketing teams with client insights and engagement feedback.
  • Work across teams to streamline customer touchpoints and internal workflows.
  • Use CRM tools (e.g., HubSpot) to manage relationships and monitor activity.
  • Support reporting and communication strategies across accounts.
Success Measures
  • Customer Onboarding – Timely activation and revenue generation
  • Account Growth – Increased usage, upsell/cross-sell, and additional revenue
  • Customer Satisfaction – Positive feedback, Net Promoter Scores, and referrals
  • Innovation – New use cases, successful campaign outcomes, and solution adoption
Who You Are (aka, The Unicorn We're Looking For)
  • Obsessed with the customer results
  • A relationship-builder with a knack for turning customers into raving fans
  • Be able to write like a pro, and deliver killer presentations without breaking a sweat
  • Business-savvy with a strategic brain
  • Organised to the point where your calendar drives everyone else crazy
  • Independent and resourceful—you thrive in fast-paced, hybrid environments where no two days are the same
A Bit About Us

We're not your average messaging or tech platform. Tall Bob delivers clever SMS and MMS experiences that help brands cut through the noise and actually connect with their customers. We're growing fast, thinking big, and having a laugh while we do it.

Why Join Tall Bob
  • Flexible Work Environment – Enjoy a mix of office and remote work options
  • Autonomy & Support – We trust and empower our people
  • Collaborative Culture – Creative, dynamic, and growth focused
  • Career Progression – Join a best-in-class team with room to grow
  • Expanding Market – Strong presence in Australia and New Zealand, and growing fast overseas
Unlock job insights

Salary, match, Number of applicants, Skills match

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  • Which of the following statements best describes your right to work in Australia?

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What can I earn as a Customer Success Manager?

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