Customer Success Manager

Our client is a fast-growing digital agency that partners with renovation and construction businesses across Australia. Their focus? Helping tradies scale to seven-figure years through sharp marketing systems, expert sales support, and solid backend operations. They’re not just running ads - they’re building better businesses.

The Opportunity

We’re recruiting a Customer Success Manager who will lead client experience and performance. This is a key leadership role, managing a small but high-impact Account Management team while driving client outcomes, retention, and growth.

Key ResponsibilitiesTeam Leadership & Client Experience

• Lead and coach the Account Management team
• Monitor performance metrics and ensure targets are met
• Deliver ongoing support, training, and 1:1s
• Improve client relationships and elevate delivery standards
• Join client meetings and strategy reviews when needed

Campaign Oversight & Strategy

• Oversee paid media strategy across Facebook, Google, and TikTok
• Support Account Managers with performance reviews and client comms
• Step in when strategy support or adjustments are required
• Ensure all campaigns are tied to client revenue goals

Systems & Fulfillment

• Refine and manage internal SOPs for onboarding, creative, and campaign delivery
• Support new hires across account management and media buying
• Oversee asset implementation, websites, and funnel rollouts
• Help improve workflows pre-launch and during feedback loops

Growth & Innovation

• Drive initiatives to improve client results and retention
• Identify upsell opportunities and reduce churn
• Provide proactive ideas across internal operations and client strategy

What We’re Looking For

• 2–3+ years leading account or client success teams
• Strong digital marketing knowledge (esp. Facebook and Google Ads)
• Experience working with or inside trades, home services, or similar industries
• Confident team leader who can also jump in on campaign strategy
• Excellent communicator across video, written, and verbal formats
• Enjoys fast-paced environments and building better systems

Performance Goals

• Client revenue outcomes
• Retention and churn reduction
• Campaign and account KPIs (bonus-linked)

Why This Role?

• Join a high-performing digital team making real impact
• Partner with some of the most exciting renovation businesses in ANZ
• Work fully remote with flexible hours
• Help shape internal strategy, systems, and the future of client success