Customer Success Manager, Sydney

Instant seeks a customer obsessed Success Manager to support our customers.

Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We are in an exciting hyper-growth phase, expanding the business by over $1M in new revenue every month, have 4 products in market, entering and hiring in new global regions, raised $30M+ by top VC's, and we want you to be a critical part of scaling this velocity even further

We are looking for a highly ambitious and customer-obsessed Customer Success Manager to join our team. In this role, you will be a strategic growth partner to eCommerce brands, ensuring they unlock revenue, increase retention, and maximise their investment using our technology. This isn't just a support role - it's a revenue-driving, strategic customer partnership role.

Responsibilities:

1. Own the onboarding process - getting customers live quickly and efficiently.
2. Ensure a seamless handover from Sales, setting clear expectations for both customers and internal teams.
3. Build consultative relationships with customers, ensuring they continuously see value in Instant.
4. Conduct regular check-ins and strategic business reviews, using data to highlight wins and opportunities.
5. Bring best practices and digital marketing guidance to customers to drive higher ROI.
6. Identify opportunities for additional product adoption and drive account growth.
7. Educate customers on new features, ensuring they maximize the full potential of Instant.
8. Use data-backed storytelling to drive pricing and expansion conversations.
9. Partner with Sales to support upsell and cross-sell initiatives, reinforcing the measurable impact of Instant.
10. Maintain impeccable CRM hygiene, ensuring customer health and engagement are always up-to-date.
11. Be the voice of the customer - analyse pain points, showcase success stories, and use data to drive decision-making across the business.

We'd love to hear from you if you have:

1. Experience in Customer Success, Account Management, or a similar customer-facing role.
2. Strong analytical and problem-solving skills, with the ability to leverage data to drive customer decisions.
3. Proven ability to drive product adoption and revenue expansion.
4. Excellent communication and relationship-building skills.
5. Thrives in a fast-paced, high-growth environment.
6. Passionate about customer success and maximizing customer value.

What Success Looks Like:

1. Rapid activation – Customers onboard and see value within weeks, not months.
2. High retention & satisfaction – Measured through logo & revenue retention, CSAT, and NPS.
3. Revenue expansion – Customers adopt more features and grow their investment in Instant.
4. Data-driven impact – Customers clearly understand the ROI of Instant and see quantifiable business improvements.
5. Customer obsession – You understand our customers and product deeply, driving a customer-first culture across the business.

Your First 30 Days:

1. Week 1: Shadow experienced CSMs to understand customer workflows and best practices.
2. Week 2: Own your first activation, guiding a customer from onboarding to full launch.
3. By Day 30: Successfully drive at least 10 customers live while building relationships and identifying expansion opportunities.

Instant, more than just a job.

We commit to paying globally competitive salaries to our incredible team.

Equity in the company:

Nobody is a renter. Everyone is an owner, having equity in the company so we can all benefit from our hard work and future success.

We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead.

Additional leave per year:

In addition to the standard 4 weeks of leave per year, Instant also ensures the end of year shutdown (across Christmas and New Year) is a fully paid break.

A-players want to work with A-players, and hence we take our team and talent very seriously. We work hard, stay focused on the things that matter, and celebrate the wins.

We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team Previously we have done Axe Throwing, Bowling and even Surfing together… just to name a few.

You'll receive all new equipment including a MacBook Pro, monitor, and accessories.

Instant prioritises the value, creativity and energy of being together in person, based in our newly opened offices in Sydney or New York. We have a flexible balance, and work from home 2 days per week.

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