Small Business Customer Success Manager (AI)

TL;DR

Small Business Customer Success Manager (AI): Driving value realization and retention for small business customers in the APAC market with an accent on data-driven account management and digital touch strategies. Focus on reducing churn, identifying upsell opportunities, and optimizing the customer journey through scalable one-to-many interactions.

Location: Hybrid in Sydney, Australia (3 days office / 2 days home). No work sponsorship provided.

Company

AI-powered customer communications platform used by over 22,000 companies worldwide to streamline voice, SMS, and WhatsApp workspace.

What you will do

• Manage a portfolio of small business customers to ensure successful value realization.
• Implement a data-driven approach to nurture and grow the digital touch segment.
• Monitor account health metrics including churn rate, contraction, and expansion trends.
• Deliver expertise via one-to-many interactions such as live webinars, office hours, and e-guides.
• Identify and execute upsell opportunities based on data-driven account flags.
• Collaborate with Digital Program and Marketing teams to improve automation impact and content.

Requirements

• Proven experience in a Sales and/or Customer Success position.
• Must have the legal right to work in Australia; sponsorship is not available.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks effectively in a fast-paced environment.
• Passion for providing high-quality customer experiences.

Culture & Benefits

• Competitive salary package and comprehensive benefits.
• Strong emphasis on work-life balance.
• Entrepreneurial, fast-learning environment with a collaborative team spirit.
• Highly multicultural workspace with employees from over 45 nationalities.