Customer Success Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Australia.
This role is ideal for a customer-obsessed, data-driven success professional who thrives at the intersection of product adoption, retention, and creator growth. You will work closely with high-potential creators as they launch and scale their digital businesses, ensuring they achieve real outcomes from onboarding through long-term success. Rather than reactive support, this position focuses on proactive strategy, guiding customers through key activation moments and helping them unlock value quickly. You will act as a trusted partner, combining empathy with commercial thinking to drive retention and expansion. Working in a fast-paced, remote-first environment, you will collaborate closely with Product and Marketing teams to shape the customer experience. Your impact will be directly tied to creator success, engagement, and long-term platform growth.
Accountabilities:
You will own the end-to-end success journey of a portfolio of creators, ensuring strong onboarding, activation, engagement, and retention outcomes. You will proactively identify risks, remove friction points, and help creators turn early product usage into meaningful business results.
- Manage a portfolio of high-value creators and act as their primary success partner
- Design and optimize onboarding journeys to drive activation and early value realization
- Monitor customer health metrics (NRR, NPS, CSAT, engagement signals) and intervene proactively
- Identify churn risks early and implement retention strategies to improve outcomes
- Collaborate with Product and Marketing teams to bring customer insights into roadmap and messaging
- Develop and continuously improve lifecycle playbooks and success strategies
- Drive adoption, renewals, and expansion opportunities through data-informed engagement
Requirements:
You should bring solid experience in high-touch Customer Success or Creator Success roles, ideally within SaaS, EdTech, or creator-focused environments. A strong analytical mindset, combined with empathy and commercial awareness, is essential to succeed in this role.
- 3+ years of experience in Customer Success, Account Management, or a similar role
- Experience in startup or fast-scaling, remote-first environments preferred
- Strong understanding of onboarding, activation metrics, and customer lifecycle management
- Proficiency with tools such as HubSpot, Intercom, ChurnZero, or similar platforms
- Ability to segment users and tailor engagement strategies across different customer journeys
- Strong command of customer health metrics (NRR, NPS, CSAT, LTV, churn indicators)
- Excellent communication, relationship-building, and stakeholder management skills
- Strong organizational and project management abilities across multiple customer portfolios
- Comfortable working asynchronously using tools like Notion, Slack, and Loom
Benefits:
- Fully remote work flexibility
- Team offsites and international retreats in locations such as Portugal, Croatia, and Greece
- High autonomy with ownership over customer success strategies and outcomes
- Strong focus on learning, coaching, and continuous career development
- Tech and co-working budget to support productivity and flexibility
- 24 vacation days plus 10 additional celebration holidays
- Paid parental leave
- Collaborative, mission-driven, and creator-focused work environment
