Customer Success Manager

4 weeks ago

Sydney, Australia Black Nova Group Full time

Location: Hybrid (Sydney-based)

At Marlee, we’re on a mission to be a force for good in the working lives of millions of people around the world. Our platform empowers teams and individuals to reach their full potential, combining AI, motivational science, and thoughtful design.

As our Customer Success Manager, you’ll step into your next big opportunity—leading and growing our Customer Success function. Whether you’ve been a standout Customer Support or Customer Happiness team member, a supervisor, or a team lead in a fast-paced SaaS or freemium environment, you’re now ready to take the next step: supporting the experience of our entire community.

At Marlee, community includes everyone who engages with us—users (individuals, teams, and organizational leaders), customers, partners, coaches, and our creator community.

What you’ll do

- Lead and grow Marlee’s Customer Success team across community support, onboarding, billing, renewals, and program management.

- Champion the community experience, guiding new users and customers from onboarding to adoption and advocacy.

- Define and measure success, working closely with customers to establish and track agreed KPIs.

- Drive renewals and retention, ensuring Marlee remains an essential partner for every part of our community.

- Continuously improve processes, resources, and touchpoints to deliver a consistently exceptional experience.

- Collaborate cross-functionally with Product, Sales, and Marketing to represent the voice of our community.

- Model our values in every interaction—delight, impact, and making things happen with care and purpose.

About you

- You’ve been part of a high-performing Customer Support, Customer Happiness, or User Success team, and may have experience supervising, mentoring, or stepping up as a team lead.

- You’re ready for your next move - leading our Customer Success function and developing as a leader.

- You’re energized by supporting customers at scale and helping them succeed.

- Being part of a startup can be a career-defining experience - you’ll thrive if you can recognise the need to sometimes lean in and solve a problem fast, even if that means being on the tools, while also balancing your capacity to still achieve the goal. If this excites you, this role is for you.

- You love measuring what matters and can translate customer goals into clear success plans.

- You bring empathy, clarity, and positivity to every conversation - whether with customers, community members, or teammates.

- You thrive in a fast-moving, purpose-led culture and want your work to make a meaningful difference.

- You’re an expert at managing your personal capacity - a ninja at understanding how you best work and being able to adapt your systems as needed for the changing requirements of a startup.

- You’re based in Sydney and enjoy working in a hybrid setup.

Why you’ll love it here

- Impact: You’ll play a pivotal role in shaping how our community experiences Marlee.

- Purpose: Be part of a company driven by values - delighting our community and being a force for good.

- Growth: Step into your first leadership role in Customer Success with plenty of support to develop your skills and career.

- Connection and collaboration: Work in a hybrid model, balancing in-person collaboration and remote focus time.

- Connection: Join a team that cares deeply about each other and the mission we share.

Ready to make it happen?

We’d love to hear from you. Apply now and help us delight our community at every turn.

#J-18808-Ljbffr

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