Customer Success Manager

1 week ago


Chippendale, New South Wales, Australia ShopGrok Full time $80,000 - $120,000 per year

At ShopGrok, our mission is to help retailers and brands stay competitive with world-class data and insights. As a Customer Success Manager, you'll be the main point of contact for our customers, ensuring they gain maximum value from our platform. You'll work closely with our product, data, and engineering teams to deliver a seamless experience, driving retention and growth across our customer base.

This is a hands-on role where you'll be involved in every stage of the customer journey — from onboarding and training through to ongoing account management and insights delivery. You'll also contribute to the way we engage with customers as we scale, including initiatives to track customer satisfaction and the development of training content and documentation.

Requirements

Core Responsibilities
  • Act as the primary point of contact for customer accounts, building strong, trusted relationships.
  • Attend regular customer calls to support, guide, and ensure alignment on outcomes.
  • Manage onboarding for new customers, including training sessions and setup.
  • Deliver insights and analytics in a way that's actionable and tailored to each customer, including the creation of slides and reports in PowerPoint.
  • Identify and escalate product or data issues to our development and data engineering teams.
  • Create and maintain clear documentation, including onboarding emails, training materials, and help guides.
  • Use our core toolset — HubSpot (CRM), Slack (communication), and Tableau (dashboard delivery and usage analytics) — while helping us expand customer usage metrics and shape how we track adoption.
Strategic Responsibilities
  • Collaborate with Sales, Marketing, Product, and Engineering teams to ensure customer needs are aligned with commercial strategy.
  • Drive customer retention by proactively identifying risks and opportunities.
  • Contribute to initiatives such as lightweight NPS programs to track customer satisfaction.
  • Participate in renewals, upsells, and expansion discussions to support growth.
  • Map and improve the customer journey, identifying friction in onboarding, adoption, and renewals, and refining implementations.
  • Act as the voice of the customer internally by gathering feedback and feeding it into the product roadmap.
Key Metrics

Your success in this role will be measured by:

  • Churn rate
  • Retention rate
  • Renewal rate
  • Upsell and cross-sell performance
  • Expansion revenue
  • Feature adoption
  • Identification and recovery of at-risk customers
  • Customer satisfaction, including future NPS initiatives
Requirements
  • 2–4+ years of experience in a customer success, account management, or similar role within a SaaS environment.
  • Proven track record of working directly with customers to deliver analytics or insights, ideally in retail or FMCG.
  • Familiarity with SaaS tools and platforms, with the ability to train and guide customers on their use.
  • Strong problem-solving skills, with the ability to translate customer feedback into actionable product improvements.
  • Excellent communication skills — both written (emails, documentation) and verbal (customer calls).
  • Organised and detail-oriented, with a proactive approach to managing multiple accounts.

Bonus points for:

  • Experience working with retail or FMCG data and analytics.
  • Knowledge of tools such as Tableau, Snowflake, or similar analytics platforms.
  • Background in writing training or onboarding content.

Benefits

  • Be part of a growing SaaS company working with some of the largest retailers and brands in Australia and beyond.
  • Collaborate with a passionate team of engineers, data experts, and product leaders.
  • Opportunity to grow your career in customer success and play a key role in scaling our business.
  • Hybrid work environment with flexibility and autonomy.


  • Chippendale, New South Wales, Australia ShopGrok Full time $80,000 - $120,000 per year

    At ShopGrok, our mission is to help retailers and brands stay competitive with world-class data and insights. As a Customer Success Manager, you'll be the main point of contact for our customers, ensuring they gain maximum value from our platform. You'll work closely with our product, data, and engineering teams to deliver a seamless experience, driving...


  • Chippendale, New South Wales, Australia EF International Language Campuses Full time $90,000 - $120,000 per year

    CUSTOMER SERVICE MANAGER, SAFETY & INCIDENT RESPONSEWith one shared mission of opening the world through education, EF is a multicultural and multilingual community of team members working across 55 countries all around the world. Bring your talents, your perspective, and your ambition. In return, we offer a vibrant, dynamic working environment, and a...

  • Territory Manager

    2 weeks ago


    Chippendale, New South Wales, Australia Toby's Estate Full time $60,000 - $120,000 per year

    Due to an internal promotion from one of our TMs who's moving to a KAM we have a vacancy in our teamAbout the role:At Toby's Estate, we know that great coffee is personal, and so are the relationships we build with our customers. Due to an internal promotion from one of our TMs who's moving to a KAM we have a vacancy in our teamAs our Territory Manager,...


  • Chippendale, New South Wales, Australia Oroton Group Full time $80,000 - $120,000 per year

    Our BrandEstablished in 1938, Oroton has evolved over the decades to be a modern lifestyle brand, synonymous with craftsmanship, accessible luxury and a unique Australian sense of beauty. We are inspired by our purpose of creating accessible modern luxury for real life and sharing it with the world.The RoleAt Oroton, we're entering an exciting chapter of...


  • Chippendale, New South Wales, Australia HelloFresh Full time $120,000 - $180,000 per year

    Job DescriptionAs the Youfoodz National Account Manager for the Petrol & Convenience (P&C) channel, you will be the commercial architect for some of our most important retail partnerships. You will own the strategy and relationships with major P&C customers, developing and executing ambitious plans to drive profitable growth and expand our market share. This...


  • Chippendale, New South Wales, Australia Copeland Roberts Full time $60,000 - $70,000 per year

    Operations Officer (eCommerce & Logistics)Location: Sydney, NSWPosition Type: Full-timeSalary: A$60,000-$70,000 per year + superannuation (depending on experience and skills)About The CompanyCopeland Roberts is a trusted auction house and consignment partner specialising in numismatics. We're known for expert valuations, transparent service, and a genuine...


  • Chippendale, New South Wales, Australia HelloFresh Full time $80,000 - $120,000 per year

    The roleContribute to growth. Support strategy. Deliver impact.We're looking for a Growth Strategy Manager – Mealkits to lead customer acquisition growth and profitability initiatives across ANZ. If you're a commercially sharp, strategic thinker who thrives on turning ideas into action and navigating complexity with agility, this is your opportunity to...


  • Chippendale, New South Wales, Australia TAFE NSW Full time $120,000 - $180,000 per year

    TAFE NSW Life-Changing CareersRegional WHS Manager (Sydney and Corporate)Location Negotiable within Sydney (Eastern) RegionPermanent Full-time$198,784 package includes base salary of $176,043 per annum, employer's contribution to superannuation and annual leave loadingAt TAFE NSW, we are dedicated to life-changing impact.That's why we offer world-class...


  • Chippendale, New South Wales, Australia Radio Taco Full time $60,000 - $80,000 per year

    Join Radio Taco – Shop Manager, Counter Attendants & Line Cooks WantedHey taco lovers Ready to be part of one of Sydney's most exciting new food brands?Radio Taco is on the lookout for passionate, energetic people to join our crew in Chippendale.We're the city's newest taquería — serving up authentic Jalisco-style birria tacos, crispy fries, fresh agua...

  • Wholesale Consultant

    2 weeks ago


    Chippendale, New South Wales, Australia CULT Design Full time $60,000 - $100,000 per year

    Job Title: Wholesale ConsultantPosition: Full-time, Monday to FridayReports to: National Sales ManagerLocation: Chippendale - Sydney NSWAbout CultCult Design is a leading design destination in the Asia-Pacific region, representing some of the most iconic names in furniture, lighting and homewares, from the international masters of Carl Hansen, Fritz Hansen &...