Senior Customer Success Manager

2 days ago

Surry Hills, New South Wales, Australia ProfitPeak Full time $104,000 - $130,878 per year

Why The Role Exists

At ProfitPeak, Senior Customer Success Managers help Shopify brands turn data and operations into profitable growth. Within a year of launch, we've already processed over US $700M in GMV, partnering with leading brands such as Arms of Eve, Pace Athletic, SABO and Alive Body.

Your mission is to ensure our customers get maximum value from their ProfitPeak dashboards, analytics and playbooks — so they renew, expand, and advocate for us. You'll educate, unblock, and celebrate progress with ambitious eCommerce teams. As we scale a product brands love and a community operators are proud to belong to, this role is central to ProfitPeak's expansion.

What You'll Do:

  • Onboard & Activate: Craft clear success plans and get Shopify merchants to "first value" fast.
  • Run Brilliant Rhythms: Lead regular check-ins and QBRs that link ProfitPeak adoption to tangible business outcomes.
  • Protect & Grow: Monitor health scores, surface risks early, design save plans, own renewals, and drive expansion.
  • Turn Insight into Impact: Translate client feedback into crisp, actionable signals for Product, Data, and Marketing.
  • Keep the House Tidy: Maintain accurate notes, forecasts, and customer health data — no surprises.
  • Level Up the Journey: Champion and refine playbooks, continuously improving how we deliver customer success.
  • Build Real Relationships: Partner with founders, CMOs, eCommerce managers and growth marketers with calm, clear communication.

What You'll Bring:

  • 4+ years in Customer Success, Account Management, or Client Services (B2B SaaS, Shopify partner, Klaviyo, or digital/CRM agency).
  • Commercial acumen: experience with NRR/GRR, renewals, negotiation, forecasting, and expansion motions.
  • Solid understanding of Shopify brands — marketing, retention, analytics, and (bonus) inventory planning/buying.
  • Fluency in digital marketing and lifecycle retention tools (Klaviyo, email/SMS, analytics).
  • Data-literate and product-curious; confident discussing dashboards, segmentation, and growth levers.
  • Excellent written & verbal communication across executive, operator, and technical audiences.
  • Comfortable with CS tools / CRMs (HubSpot, Notion, Google Workspace).
  • High Care + High Performance: kind, organised, ambitious, and team-first.

What Success Looks Like (in 12 months):

  • Your portfolio hits GRR and NRR targets with inspection-ready forecasts.
  • Every account has a documented success plan and strong adoption baseline.
  • A clear expansion pipeline with repeatable motions aligned to our ICP and segments.
  • Customer insights actively inform roadmap, enablement, and marketing narratives.
  • ProfitPeak's playbooks and processes have your fingerprints, making them smarter and more scalable.

What's In It For You:

  • Competitive salary aligned with experience and impact.
  • Employee share options — share in the upside as ProfitPeak grows.
  • Upselling commission on customer expansion.
  • Growth and autonomy: help define how we deliver Customer Success as we scale.
  • Work with high-growth Shopify brands and a founder-led team passionate about profitable growth.

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