Customer Success Associate

Trellis Technologies Pty. Ltd.; Sydney; Hybrid; AUD 60,000 - 85,000; Full time

Benefits offered by this job

WFH one day per week

Professional development opportunities

Job summary

Trellis Technologies Pty. Ltd. is seeking a Customer Success Associate to support the customer journey across a defined Tier 3 portfolio.

You will handle onboarding, invoices in Xero, support tickets in HubSpot, and keep tasks organized while collaborating with Sales, Marketing, Product, Data Operations and Engineering. Reporting to the Head of Implementation and Customer Success, this associate‑level role suits someone with 2–3 years of professional experience, who is highly organized,

Qualifications

• 2–3 years of professional experience in customer success, customer support, or related roles.
• Experience with HubSpot, Xero or similar tools is preferred.
• Strong written and verbal communication with attention to detail.

Responsibilities

• Support end‑to‑end onboarding for new customers, tracking milestones and ensuring a smooth transition from sales to active use.
• Serve as day‑to‑day contact for Tier 3 accounts, conduct regular check‑ins, monitor health and renewals.
• Answer and triage support tickets in HubSpot; resolve routine issues and escalate complex data issues.
• Maintain accurate customer records in CRM and assist with renewal proposals and invoices.
• Identify and surface expansion opportunities through cross-sell and upsell signals.

Skills

Time management

Attention to detail

Excellent communication

Collaborative teamwork

Data handling

Tools

HubSpot

Xero

CRM systems

Ticketing tools

Job description

Trellis Technologies Pty. Ltd. – Sydney CBD NSW

Australian work rights are required at the time of application.

Our Business

Trellis Technologies is headquartered in Adelaide, with a second office in Sydney. The business has been operating in the "E" of ESG since 2007, helping clients track and report on their environmental footprint.

Our software uses sophisticated AI-powered automation to read utility bills and other data to convert it into financial-grade emission footprints for Scope 1, 2, and 3 reporting. The platform delivers a bottom-up single source of truth for the entire organisation across Cost, Consumption, Energy, and Emissions. Trellis currently tracks over 33,000 facilities, allowing organisations to model progress toward Carbon Neutrality / Net Zero targets with various scenarios.

We are the only 100% Australian-owned business operating at this scale. We are ISO27001:2022 Certified and Climate Active Certified.

Our team comprises 27 colleagues with exceptional skills and capabilities, including PhDs in Marine Science, Machine Learning, and AI, as well as Climate Active Registered Consultants. We are proud of our exceptional software support and customer service to clients.

See more on our website: yourtrellis.com

Position Summary

Customer Success Associate supports the Trellis Technologies customer experience by helping deliver seamless customer journey. You will manage a defined portfolio of Tier 3 accounts, handle routine customer requests, issue invoices in Xero, answer support tickets in HubSpot, and help keep account tasks organised.

Reporting to the Head of Implementation and Customer Success, you will work closely with Sales and Marketing, Product, Data Operations, and Engineering in your day‑to‑day function. This is an associate‑level role suited to someone with 2–3 years of professional experience who is highly organised, with good attention to detail, customer‑focused, and eager to grow in Customer Success.

Key Responsibilities

1. Customer Onboarding Support

• Support the end‑to‑end onboarding process for new customers, tracking key milestones and helping ensure a smooth transition from sales to active use.
• Schedule and help deliver training sessions, workshops, and best‑practice guidance to support user adoption.
• Provide regular onboarding progress updates to customers and internal stakeholders.

2. Customer Relationship and Account Management

• Serve as the day‑to‑day contact for a portfolio of Tier 3 accounts, conducting regular check‑ins and handling routine customer requests.
• Monitor account health, product usage, and engagement levels; flag at‑risk accounts and support tailored success plans.
• Document customer interactions, feedback, and account notes in the CRM to maintain a clear view of account health.
• Act as an internal advocate for customers, escalating needs and issues to the appropriate teams in a timely manner.
• Issue invoices in Xero and maintain accurate billing records.
• Follow up on invoice and payment queries with customers.
• Support renewal preparation, including drafting proposals, quotations, and contractual documentation.
• Maintain accurate records of customer agreements and renewal timelines.
• Surface expansion opportunities, such as cross‑sell and upsell signals.

4. Customer Support and Data Enablement

• Answer and triage support tickets in HubSpot; resolve routine issues and elevate complex technical or data‑related issues.
• Guide customers with the preparation, formatting, and upload of data in the Trellis platform.
• Troubleshoot and resolve data‑related issues in collaboration with internal technical teams.

5. Customer Advocacy and Continuous Improvement

• Collect customer feedback and share insights with the wider team to support product and process improvements.
• Help build and maintain customer success resources, such as playbooks, templates, and guides.
• Support a culture of continuous improvement across the Customer Success team.

Skills and Experience

• 2–3 years of professional experience in customer success, customer support, account management, operations, or customer‑facing onboarding, preferably in a SaaS or data‑driven technology environment.
• Experience with HubSpot, Xero, CRM, or ticketing tools is preferred, or a willingness to learn.
• Strong time‑management skills, with the ability to track multiple tasks and follow through.
• Strong attention to detail and a problem‑solving mindset.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with cross‑functional teams.
• Comfortable working with data sets and supporting basic data‑related troubleshooting.
• Basic commercial awareness around invoices, renewals, and account records.
• A background in ESG, sustainability, or carbon accounting is a plus.
• Eagerness to learn and grow within Customer Success.

Join a dynamic team at Trellis Technologies, where we prioritise a culture of innovation and continuous improvement.

• Work with a highly skilled team of technical and domain (ESG) experts.

Our environment fosters collaboration and respects the diverse perspectives of all team members, ensuring that every voice can be heard.

While based in the vibrant and well‑equipped offices of Lot Fourteen (Adelaide) and Greenhouse Tech Hub (Sydney), team members enjoy flexibility in their work arrangements (with one WFH day a week), promoting a balance that accommodates various working styles and personal needs.

We are committed to professional development and learning, offering opportunities to engage with emerging technologies and trends that can enhance both our products and your career trajectory.

Experience a leadership style that is focused on empowerment and accountability, supporting both personal and professional growth.