Customer Success Manager

FMCG brands spend millions trying to reach shoppers, but they're missing the moment that matters most, when people are planning what to cook and deciding what to buy.

**We get grocery products into shopping trolleys and onto kitchen counters.**

We connect brands with engaged grocery shoppers at the exact moment they're making purchase decisions. We don't just inspire: we drive trial, educate on new occasions, and turn recipe views into real sales. And unlike every other marketing channel, we can prove it.

**What we deliver**:

- **Recipes+**: Strategic recipe placements that get food products purchased and into people's homes
- **Insights**: Consumer behaviour data that fuels smarter marketing and identifies new product opportunities
- **Stock Checker**: Real-time availability tracking across major retailers

**We've cracked what the industry couldn't**: recipe marketing that actually drives sales.

For too long, marketers have been stuck as the "cost centre" responsible for driving sales, finding customers, building awareness, and launching products, but without the tools to prove impact. We've built the performance platform that changes everything.

**Finally, marketing that marketing teams can prove works.**

We're 16 people across NZ and Sydney, moving fast with big ambitions. We need great people to help scale our customer success as we grow.

**About the Role**

As a **Customer Success Manager**, you have one job**:turn our customers into raving fans who can't live without us.** You'll be the strategic partner who ensures FMCG brands squeeze every drop of value from our platform - driving adoption, proving ROI, and growing their investment with us.

This isn't a "check-in once a quarter" role. You'll be **deep in the trenches** with customers, understanding their business challenges, spotting expansion opportunities, and making sure they're hitting their growth targets. When they win, we win.

You'll work directly with **Sales, Marketing, and Product** teams in our fast-moving startup environment, where customer feedback shapes what we build next and your relationships directly fuel our revenue engine.

**Perfect for you if**: You love solving real business problems, get energised by driving renewals, and want to be part of building something that actually moves the needle for brands.

**Requirements**:
**1. Customer Success & Renewals (50%)**:

- Own a portfolio of **FMCG brands** and make them successful.
- Build **customer success plans** that align our platform with their growth goals.
- Drive **retention and renewals** while spotting opportunities to expand their investment.
- Be the **early warning system**—catch problems before they become churn risks.
- Use **hard data** to prove ROI and show exactly how Appetise drives their business forward.
- Partner with Sales to **negotiate renewals and upsells** that make sense for both sides.

**2. Onboarding & Adoption (25%)**:

- Get customers to their **first win fast**: no drawn-out onboarding cycles.
- Create **training materials and playbooks** that actually get used (and work).
- Work with **Product & Marketing** to boost engagement and reduce time-to-value.
- Hunt down **disengaged users** and bring them back into the fold.

**3. Customer Voice & Product Influence (15%)**:

- Be the **customer's champion** internally: their needs shape what we build next.
- Feed **real customer problems** directly to Product to influence roadmap decisions.
- Collect feedback that makes **Appetise better**.

**4. Scale & Optimise (10%)**:

- Build **processes that scale** as we grow our customer base.
- Develop **playbooks and automation** that multiply your impact.
- Define **success metrics** that actually matter and track what moves the needle.

**Benefits**
- **High-Impact Role** - Own and grow key customer relationships in a **fast-scaling company.**:

- **Global Expansion** - Be part of a team taking Appetise **from NZ/AU to global markets.**:

- **Commercial Growth Opportunity** - Drive renewals, expansions, and revenue growth **in a fast-moving SaaS startup.**:

- **Cross-Functional Exposure** - Work **closely with Sales, Product, and Marketing** to influence strategy and execution.
- **Flexible Work Culture** - Work from our **Surry Hills offices** and from home.
- **Fast Career Progression** - Join **early and grow fast**—this is a role for **future leaders.**

**How We Hire**:

- If you’re a good fit, we’ll set up an **intro call to learn more about you.**:

- We’d then look to have a session with a few **GTM team members**:

- If you impress us, we’ll **move fast**—we’re looking for **top talent NOW.**

Applications close when we find the right person, so we encourage you to send in your info quickly if you’re interested.