Customer Success & Account Manager (SaaS, VC-Backed Scaleup)

$1.5 billion+ raised for charity and counting

Help us in our mission to make online Wills a force for good.

We are the largest Will-writing company in Australia and New Zealand (writing around 24% of all Wills). Our B2B SaaS Wills Platform is used by over 1,000 charities and has helped generate $1.5 billion+ in charitable bequests 💛.

Your work will transform how thousands of charities attract and generate bequest income, and will contribute to raising hundreds of billions of dollars for countless causes. That's a lot of good to be bringing to the world!

We’re scaling up - building the team for international expansion. It’s an exciting time to be joining the company.

A team of 20+ and growing, we’re poised for international expansion. We’re looking for thoughtful and humble team players. People who are tenacious, exceptional and ready to jump in and build a sector-defining company.

The opportunity

We’re looking for a Customer Success Manager to build strong relationships with our charity partners (customers) and support and inspire them in achieving exceptional gifts in Wills fundraising outcomes.

What you’ll be doing

• Owning a portfolio of 120+ charity customers, ensuring they successfully onboard, adopt, and grow their fundraising results through our platform.
• Leading regular success and strategy check-ins to monitor performance, identify opportunities, and guide customers towards their goals.
• Securing renewals and driving retention, proactively addressing risks, and ensuring customers remain confident in our long-term value.
• Meeting upsell revenue targets.
• Translating customer feedback into actionable insights, advocating for product improvements and helping shape our roadmap.

Must-Have

• Demonstrated ability to manage a high-volume portfolio of 120+ low/mid-touch customers, building trust and driving measurable value outcomes.
• Exceptional relationship-building and communication skills (verbal and written), with the ability to influence, guide, and support a wide range of stakeholders.
• Hands-on experience with HubSpot or other CRMs.
• Comfort balancing a heavy admin workload, keeping notes, follow-ups, and pipelines up to date.
• Proven success in a revenue-focused role in Customer Success, Account Management, or Customer Service role, including renewals or upsells targets.
• A strong commercial mindset, with the ability to spot growth opportunities, handle objections, identify churn risks and confidently lead renewal and upsell conversations.

Nice-to-Have

• Experience working cross-functionally with sales, marketing, or product teams to support commercial goals and customers outcomes.
• Previous work with charities or purpose-driven organisations, giving extra context to customers needs and fundraising objectives.
• Comfort using data tools (e.g., spreadsheets, dashboards, basic analytics) to track performance and drive conversations.

We’re a fully remote company (even before it was cool)

Have a young family and don’t want to miss out on your kids growing up? Great.

Want to head up to Byron for a couple of weeks and work from there? Awesome - please share pics :)

We work from wherever we’re the happiest and most productive, with incredible amounts of freedom and flexibility.

Other reasons why we think you’ll like working here

• Competitive base salary plus uncapped commission.
• We’re a flexible life and family-friendly company. Need to work around school, home or other commitments? You’re free to set when you start and finish your day and everything in between.
• We’re a genuinely nice bunch of humans, and we live our values of being thoughtful, humble and tenacious.
• We can’t guarantee you’ll become a zen master, but we prioritise mental balance and wellbeing. All employees have free access to Headspace.
• You’re excited to join a growing scaleup, playing a key role with the opportunity to shape and grow our Customer Success team.

Our last tidbit. We want you to feel good about the work you do. We want to enable you to do the best and most meaningful work of your career. Our platform is helping thousands of families navigate end-of-life services and will generate billions in funding for charities. We're not just saying it. Your work here will touch the lives of countless people and make the 🌎 a better place.

Sound good?

We’d love to hear from you.