Customer Success Manager

We’re a 105 Year old, fourth generation family business on the march Regarded as one of the most iconic brands in the Australian building industry, we’re looking for someone to head up relationships with our key national customers. Built on our incredible new 3D selections platform, Mezzanine, our Customer Success Manager will onboard new customers, make great bonds and relationships with interior design consultants and studio heads, and run a program of events and promotions to achieve sales KPIs.

**About Us**

Long known for our exceptional quality at scale (through working on iconic projects with High End Architects and writing the book on stairs for volume builders), we’re on a mission to make our customer experience at Builder Colour Rooms and showrooms best in class.

**More About You**

We want you to take our customer experience to a whole new level. With you at the coalface making friends, training staff, creating and running promotions, and helping with retail strategy. You’ll be leading our strategy at the ‘studios’ - where we sell our stairs to Australia’s Top volume builders like Metricon, Carlisle, Henley (and many more). Along with some support for our high end custom clients.

We’ve got a 9 year average tenure for a reason We’ll give you great guidance and support, let you run your own race, and turn you into the best version of yourself. We do, of course, expect a lot of our people in return: a great attitude, a high tolerance for trying new things, incredible organisation and an optimistic approach to work.

**ABOUT THE ROLE**

**Relationship Management**
- Primary point of contact for key builder accounts across Australia.
- Develop great relationships with studio heads and staff.
- Be our eyes and ears - we need you to be the voice of our customer and create a feedback loop for how we can improve.
- You’ll be the face of the S&A brand in these environments. Warm, optimistic, helpful, ambitious, fun.

**Builder Onboarding & Expansion**
- Rollout our incredible software - crafting product ranges, then leading staff training and onboarding.
- We’ll make quarterly strategies together (we have great data), to drive specific outcomes at key customers (mainly to do with upgrades).
- Bed our Mezzanine software and product range down by making everyone know that we’ll go the extra mile, run workshops, and do great training.

**Promotions & Engagement**
- Collect data from studios, then help us create plans for quarterly promotions. Product specials, parties, vouchers, anything.
- Coordinate with our marketing team to build collateral, digital campaigns, and in-person presentations to drive home our quarterly objectives.
- Represent S&A Stairs at studio events, builder showcases, and industry expos.

**Reporting & Insights**

Provide regular reporting to the GM of Sales & Marketing on:

- Account performance and builder satisfaction
- Upgrade conversion rates
- Studio engagement metrics
- Market trends and competitor activity

**Travel**
- Interstate travel to meet with builder studio teams, sales reps, and construction stakeholders.
- Deliver face-to-face training and collect feedback to enhance our offering and service delivery.

**Continuous Improvement**
- Collaborate with our in-house Retail team: we’re constantly building better systems to make the customer journey beautiful. You’ll be the voice of the customer.
- Champion feedback loops between builders and internal departments.
- Proactively identify risks and implement mitigation strategies to protect builder relationships.

**About You**
- Proven experience in customer success, key account management, or sales—preferably in the building, construction, or interiors sector.
- Exceptional communication and relationship-building skills.
- Strong ability to identify growth opportunities.
- Confident presenting to stakeholders at all levels, from studio consultants to builder executives.
- Willingness to travel interstate and work autonomously.
- Highly organised with excellent attention to detail.
- Proficient with CRM tools and reporting software, eg. ASANA and Hubspot

**Nice to Have**
- Experience with volume residential builders or studio selection processes.
- Familiarity with staircase products, materials, and design processes.
- Understanding of upgrade strategies and how to embed premium selections within builder offerings.

**Why Join Us?**
- Be part of an iconic Australian brand with a proud legacy and an exciting future.
- Work directly with national builders and contribute to industry-leading innovation.
- High-impact role with autonomy and visibility across the business.
- Career growth opportunities within a market-leading company.
- Attractive remuneration package available.