Customer Success Manager - Retail/FMCG SaaS

At ShopGrok, our mission is to help retailers and brands stay competitive with world-class market data and insights. As a Customer Success Manager, you’ll be the primary point of contact for our client portfolio, 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, account health, and growth.

This is a hands-on, high-impact role spanning the entire customer lifecycle: from onboarding and training to ongoing account management, insights delivery, and content creation.

As a bootstrapped, fast-growing SaaS business, we value adaptability: you should be comfortable managing a hybrid portfolio, demonstrating strong technical literacy, and stepping into broader operational or cross-functional initiatives during business transition periods.

Portfolio & Account Management

• Manage Book of Business: Oversee a portfolio of ~50 accounts using a tiered approach:
• High-Touch (~15 accounts): Deliver proactive account management via weekly, fortnightly, or monthly strategic check-ins.
• Low-Touch / Scaled (~35–40 accounts): Drive account health at scale by defining, tracking, and acting on key SaaS adoption metrics (e.g., product engagement, feature usage, user login frequency) alongside quarterly business reviews (QBRs) and automated check-ins.
• Onboarding & Training: Lead end-to-end customer onboarding, run product training sessions, and ensure fast time-to-value for new implementations.
• Renewals & Growth: Proactively monitor account health, track upcoming renewal dates, manage renewal pipelines, and identify upsell or expansion opportunities.

Technical & Insights Delivery

• Data & Insights Translation: Package complex pricing analytics into actionable recommendations, executive summaries, and presentation decks (PowerPoint/Tableau).
• Technical Communication: Serve as the bridge between clients and engineering/data teams to report, track, and resolve product or data issues.
• Tooling Integration: Utilise HubSpot (CRM), Slack, and Tableau to monitor adoption metrics, track customer health, and refine usage reporting.

Strategy, Content & Operations

• Collateral & Content Creation: Partner with the Growth team to create customer-facing materials, including pitch deck assets, onboarding guides, user documentation, and training content.
• Product Feedback Loop: Gather client feedback to inform the product roadmap, advocating for features that solve recurring friction points.
• Operational Flexibility: Adapt to take on broader cross-functional responsibilities and operational support as the team scales and executes major platform transitions.

Requirements

Core Qualifications

• 2–4+ years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment.
• Portfolio Scale: Proven track record managing a similar book of business (~50 accounts balanced across high-touch strategic clients and scaled low-touch tiers).
• Insights-Driven Approach: Strong expertise working with data and analytics, with a focus on helping customers extract meaningful business insights from data rather than simply training on technical features.
• Commercial Mindset: Demonstrated ability to drive retention, run effective QBRs, manage renewal timelines, and identify expansion opportunities.
• Communication & Organization: Exceptional written and verbal communication skills, with the ability to manage complex multi-account priorities seamlessly.

Preferred Experience

• Direct experience with retail, e-commerce, or FMCG data and analytics.
• Hands-on experience with Tableau, Snowflake, or similar data and analytics platforms.
• Experience writing customer enablement documentation, training guides, or onboarding resources.
• Previous experience in an early-stage or scaling SaaS startup requiring cross-functional adaptability.

• Be part of a fast-growing SaaS company working with Australia’s leading retailers and global brands.
• Collaborate directly with senior leadership, data scientists, and engineering leaders.
• Clear career development pathway as the customer success and commercial functions expand.
• Flexible hybrid work model with access to an amenity-rich, vibrant workspace at The Commons in Chippendale.