Customer Success Manager –

About Appomate

Appomate is an app design and development partner helping founders and businesses bring their app and SAAS ideas to life — from design and validation to scalable development and growth. With over 12 years of experience, our team bridges strategy, design, and technology to build impactful digital products.

Role Overview

We are seeking a
Customer Success Manager (CSM)

based in
Australia

to ensure our clients have a seamless, transparent, and premium experience during the
development phase

of their app journey.

This is a
client relationship and support

role — not a project management position. You won't manage day-to-day delivery or direct the development team. Instead, you'll
act as the client's advocate and communication bridge

, ensuring clarity, accountability, and reassurance throughout the process.

You'll work closely with the
Project Managers in India

, who handle delivery updates, while you focus on making sure clients feel supported, informed, and confident that their project is on track and take it through to the completion of the development phase.

Your role is to
own the client relationship

,
manage expectations

,
facilitate communication

, and
maintain a 5-star client experience

throughout the development phase i.e launch of the first MVP version of the product.

Key Responsibilities
Client Relationship & Communication

• Act as the
  primary point of contact

for clients during the development phase.

• Be available for client calls, providing clarity and reassurance when needed.

• Facilitate smooth communication between clients and the development team without duplicating the Project Manager's role.

• Maintain a warm, professional, and proactive relationship that reflects Appomate's premium experience.

Expectation Management & Accountability

• Help clients understand timelines, dependencies, and what's expected from them at each stage. Support and keep clients
  accountable

for their part in the collaboration — ensuring they provide timely inputs such as:
- Domain access, app store accounts, or privacy policy documents.
- Feedback and testing at key milestones to maintain project progress
- Conduct
regular client meetings

to ensure satisfaction, identify potential issues early, manage expectations and bring the development phase to a completion.
- Development kick-off meeting to set clear expectations at the start of development
- Fortnightly update meetings to manage expectations, ensure clients are providing what they need to provide and keep things flowing accordingly to plan or manage expectations around any change of plan
- Handover meeting to mark the completion of delivery phase and transition to support phase.

• Support the Project Manager in clarifying and reinforcing project scope and deliverables with the client when necessary
• Manage sensitive conversations around
  scope creep

,
timeline changes

, or
additional costs

with empathy and professionalism to gain client approval for additional costs and time when required for any scope creeps while maintaining a positive relationship with the client.
- Communicate with clients to help them understand when unforeseen events come up that may impact the delivery. E.g. an API provider the product delivery is dependent on is not available any longer, a change in 3rd party policy, etc.

What Success Looks Like

• Clients feel supported, informed, and confident throughout the development phase. Champion a
  5-star client experience

from start to finish.
This translates to 5 star reviews by the client,

leading to strong referrals and repeat business from the clients you manage.
- Project Managers can focus on delivery, while you ensure communication and expectations are managed smoothly.
The product MVP goes live as per the initial project plan plus any managed changes to timeline.

No surprise delays or uncommunicated delays to the project. Clear and timely completion of the MVP launch phase.
- Clients stay accountable to their inputs, do their part of the collaboration in a timely and professional manner with your support reducing any project delays.
- Avoid friction between clients and the offshore team. No complaints from clients about mismanaged communication, time zone issues, language barrier with offshore team as you remain the bridge and be available for communication.
- Identify and isolate any recurring friction points to suggest and implement process improvements for the business to improve delivery efficiency and client experience during the development phase.

Ideal Background & Qualifications
Experience

• We are open to any background and experience if you believe you are perfect for the role
• 3–6 years in
  Customer Success

,
Account Management

, or
Client Service

roles — ideally within a
digital agency

,
software consultancy, tech start-up

or similar
product development environment

.
- Experience working with
software startups

or tech founders is a strong plus.
- Proven ability to manage client expectations and maintain relationships during complex, multi-month projects.
- Experience working in software projects and a real understanding of inherent challenges in software development.
- Could be ideal for a past tech founder who worked on multiple projects

Skills

• Exceptional communication — clear, confident, empathetic, and professional.
• Skilled at handling difficult conversations around timelines, scope, and accountability.
• Organised and proactive — can anticipate client needs before they become issues.
• Comfortable working across time zones and collaborating with international teams.
• Strong understanding of the software development process and inherent challenges (enough to discuss progress and implications without managing delivery).
• Familiarity with product development lifecycle tools like MS projects, Confluence, Notion, Figma, Jira, and Slack is a bonus.

Location & Work Setup

• Location:

Australia (Hybrid / Remote-friendly)
- Collaboration:

Works closely with Australian clients, Strategy and Design Team and offshore Project Managers/developers.
- Reports to:

Product strategists in Australia and the Head of delivery in India.