Customer Success Lead - Retail/FMCG SaaS

ShopGrok Pty; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible hybrid work model

Chippendale workspace access

Leadership collaboration opportunities

Job summary

ShopGrok Pty is seeking a Customer Success Manager for Retail/FMCG SaaS to own the customer journey from onboarding through renewals and growth. You will be the primary commercial and relationship lead across a ~50 account portfolio, delivering proactive engagement, value realization, and cross-functional collaboration with product and engineering teams.

You will translate data-driven insights into actionable guidance, run strategic QBRs, and partner with stakeholders to expand adoption of our

Qualifications

• 2–4+ years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment.
• Proven track record managing a book of business (~50 accounts).
• Ability translate requirements into Jira tickets and coordinate with data/engineering teams.
• Data fluency for interpreting retail analytics and dashboards.
• Strong retention and renewal management.

Responsibilities

• Own onboarding and training, guiding customers through value realization.
• Manage renewals pipeline and identify expansion opportunities.
• Monitor account health and proactively address risks and escalations.
• Translate customer insights into actionable recommendations and reports.
• Collaborate with product/engineering to drive value and enablement assets.

Skills

Customer Success

Account Management

SaaS

Data Fluency

Jira

Tools

HubSpot

Tableau

Slack

Jira

Job description

ShopGrok Pty is seeking a Customer Success Manager for Retail/FMCG SaaS to own the customer journey from onboarding through renewals and growth. You will be the primary commercial and relationship lead across a ~50 account portfolio, delivering proactive engagement, value realization, and cross-functional collaboration with product and engineering teams.

You will translate data-driven insights into actionable guidance, run strategic QBRs, and partner with stakeholders to expand adoption of our