Customer Success Manager – SaaS / Data Platforms

Location: Melbourne (Hybrid)

Industry: B2B SaaS | Product Data Management | Retail Tech

About the Role

We're looking for a Customer Success Manager who can blend strong relationship-building with hands-on technical problem solving. You’ll work closely with clients to ensure smooth onboarding, optimize usage, and provide data-focused support. This isn’t just a relationship management role — you’ll need to dive into implementation details, work with data, and help customers integrate and utilize our platform effectively. If you’ve got a solution architect mindset (without being a full solution architect), you’ll thrive here.

Key Responsibilities

• Guide technical onboarding and implementation, including data integration, mapping, and configuration
• Troubleshoot data and workflow issues across product and engineering touchpoints
• Partner with clients to explore and co-create new use cases — e.g. once product data is cleaned, identify ways to optimize it for search, automation, or personalization
• Translate customer goals into actionable workflows, combining technical problem-solving with creative solution design
• Drive renewals and expansion by demonstrating value, aligning on metrics, and identifying growth opportunities

Who you are:

• You’ve worked in customer success, implementation, or technical account roles for 4–6 years, with B2B SaaS software
• You’re confident talking about data, APIs, and how systems fit together — but you’re not expected to write code
• You’ve rolled up your sleeves to dig through docs, try things in Postman, or figure out why something’s not syncing
• You’re curious about AI and enjoy testing out new tools to see how they might help your work or your customers
• You like working closely with clients, asking thoughtful questions, and helping them figure out new ways to get value from the product

You’ll Succeed If You

• Naturally curious and often trying new tools or workflows to improve how things are done
• Comfortable tracing how systems and data flows connect, even across multiple tools or teams
• Can explain tech in plain language to customers
• Are structured in documentation and process improvements
• Have experience working with product managers, engineers, and sales in fast-paced environments

What We Offer

• Be part of a team solving messy, real-world retail and data problems
• Competitive comp and the chance to shape what customer success looks like here
• Exposure to customers across Asia, Europe, and the Americas
• Room to grow — into strategy, product, or technical delivery paths