Senior Customer Success Manager

7 days ago

Sydney, New South Wales, Australia NewStore Full time
The Role

NewStore is seeking a highly motivated and experienced Senior Omnichannel Success Manager to drive success for our retail customers in Australia. This is a unique opportunity to work with some of the most innovative retail brands, ensuring they leverage our platform for optimal results while also contributing to NewStore's business growth in the region.

This role is more than just customer success—it requires a blend of account management, and strategic advisory. You will not only manage and support our existing customer base but also proactively identify upsell and cross-sell opportunities, engage customers for events and conferences, and help drive regional market expansion.

What You'll Do
  • Serve as the primary point of contact for a portfolio of Australian clients, responsible for building and maintaining strong relationships.
  • Act as a trusted advisor, understanding customer needs and ensuring they maximize their investment in NewStore.
  • Develop and execute strategies to increase customer retention, product adoption, upsells, and cross-sells.
  • Provide exceptional customer service, including timely and effective communication, issue resolution, and proactive account management.
  • Monitor client metrics (e.g., GMV, average order value, platform adoption, customer lifetime value) and leverage data analysis tools to identify trends, opportunities, and potential areas of concern.
  • Consult customers on omnichannel retail trends, ensuring they stay ahead in a competitive market.
  • Partner with Sales and Marketing teams to identify new business opportunities, leveraging existing customer relationships for referrals and expansion.
  • Represent NewStore at industry events, conferences, and networking opportunities, actively engaging customers and prospects to drive brand awareness.
  • Work cross-functionally with internal teams (Product, Engineering, Support) to provide feedback and enhance customer experience.
  • Ensure our clients' business objectives inform NewStore's product roadmap.
Your Story

  • 4+ years of experience in customer success or account management ideally within a retail, SaaS, or e-commerce environment. A background in Business Development is an advantage.
  • Strong understanding of omnichannel retail, e-commerce platforms, and digital transformation in the retail industry.
  • Proven track record in upselling, cross-selling, and revenue growth through existing customer relationships.
  • Ability to work proactively and independently, identifying growth opportunities and driving initiatives forward.
  • Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.
  • Data-driven mindset, with experience using analytics to drive business decisions.
  • Experience attending or organizing industry events, networking sessions, and customer roundtables.
  • Knowledge of enterprise retail systems, mobile commerce, and SaaS solutions is a plus.
Our Story

At NewStore, we're revolutionizing retail with a seamless, app-based omnichannel experience. Our mobile-first, modular cloud platform empowers brands to run their entire store operations on an iPhone, making shopping effortless and enjoyable. With customers in 40+ countries, we are pioneering a future where retail is more agile, engaging, and customer-centric. Backed by General Catalyst, Activant Capital, and Salesforce Ventures, we're on a mission to redefine retail as we know it.

Join us and be part of an innovative team shaping the future of commerce

Perks and Benefits

  • Generous PTO and R&R – We encourage you to take the time you need to recharge.
  • Professional Growth – Personal development budget and a learning-centric environment to enhance your skills.
  • Flexible Work Options – Work remotely and create a schedule that fits your lifestyle.
  • Balanced Work-Life – 'Life-friendly' working hours to ensure a fulfilling career and personal life.
  • Financial Rewards – Competitive base + commissions, employee stock options, and quarterly bonuses tied to company performance.
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