Customer Success Manager, SMB

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. Own a portfolio of SMB customers as the main post-sale contact .

Posted 10/13/2026full-timeSydney • AustraliaMid-LevelSenior💰 A$90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management by effectively onboarding and activating SMB customers, driving adoption, and monitoring account health. Proficient in utilizing tools like Salesforce and Microsoft Office Suite to enhance customer outcomes and maintain operational efficiency.

Highest-signal resume keywords

Customer-Facing ExperienceAccount ManagementClear CommunicationProblem-Solving AbilitySalesforce Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ConfigurationUser TrainingWorkflow RecommendationsCustomer Adoption StrategiesRetention Awareness

Soft Skills

Trust BuildingCalm Issue HandlingTime ManagementAttention to DetailLearning Agility

Tools & Technologies

SalesforceMicrosoft Office SuiteSlackConfluenceLoom

Industry Keywords

SMB CustomersOperational Use CasesCustomer FeedbackAccount Health MonitoringChurn Prevention

About the role

Key responsibilities & impact

Own a portfolio of SMB customers as the main post-sale contact
Run onboarding and activation, including success plans, account configuration, user training, and guiding customers to early wins
Recommend best-practice workflows for operational use cases across heavy industries
Drive adoption through proactive check-ins, enablement, ongoing education, calls, emails, Looms, and in-app guidance
Monitor account health, usage signals, sentiment, and risks to prevent churn
Identify expansion signals, additional teams/sites, and new use cases and refer them to Account Management
Share customer feedback and recurring pain points with internal teams
Send meeting recaps, maintain Salesforce follow-up tasks, and schedule follow-ups
Collaborate with Sales, Account Management, Support, and Product to improve customer outcomes

Requirements

What you’ll need

Customer-facing experience, such as account management, support, operations, hospitality, administration, retail leadership, or similar
Experience building trust and handling issues calmly
Clear written and verbal communication
Strong prioritisation and time management
Problem-solving and critical-thinking ability
Consultative mindset and ability to recommend workflows
Comfort following SOPs and maintaining notes and tasks
Resilience and learning agility
Attention to detail
Basic commercial awareness of retention, customer value, and adoption
Familiarity with Microsoft Office Suite, Slack, Salesforce, Front, Confluence, Loom, video conferencing, and calendar tools
Willingness to come to the Sydney office at least 2 days per week
If based in Australia, full permanent work rights (permanent resident or citizen)

Benefits

Comp & perks

Equity options
20 days paid annual leave
Sick, carer’s, and compassionate leave
Parental leave: 16 weeks for primary and 6 weeks for secondary carers, including adoption and stillbirth support
Professional growth budget
Transparent career plans
Laptop and home office setup budget
Hybrid work with 2 WFH days each week and flexibility to work from anywhere for several weeks a year
Weekly catered lunches
Global offsites
“Life Story” sessions
Sydney HQ perks: rooftop garden, wellness centre, showers, and cycle storage
Competitive, performance-based remuneration