Customer Success Manager

iDU Identification; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

In-office with hybrid option

Job summary

iDU Identification is a fast-growing Australian B2B SaaS company delivering identity, security and compliance technology for hospitality, gaming and entertainment. The Customer Success Manager will nurture relationships, lead onboarding and training, and drive retention and expansion across a growing product suite.

You will collaborate with Sales and support teams, participate in 24/7 on-call coverage, and help optimise customer success processes as the business scales.

Qualifications

• Experience in Customer Success, Account Management or a similar customer-facing role.
• Ideally in B2B SaaS or technology.
• Strong communication and relationship-building skills.

Responsibilities

• Manage relationships with key customers and deliver ongoing value.
• Provide onboarding, training and hands-on support.
• Identify risks, drive retention and account growth.
• Collaborate with Sales on expansion opportunities.
• Contribute to process improvements and team efficiency.
• Support 24/7 on-call escalation support when required.

Skills

Customer Success

Account Management

B2B SaaS

CRM

Problem Solving

Communication

Team Collaboration

HubSpot

Tools

HubSpot

Job description

B2B SaaS | Customer Success, Retention & Account Growth | Brisbane

Join a fast-growing Australian technology company, build meaningful customer relationships and help shape our next phase of growth.

Every day and night, hundreds of venues rely on iDU to keep their doors moving, improve security and meet their compliance obligations.

We're looking for a proactive, commercially minded Customer Success Manager who enjoys building relationships, solving problems and helping customers get the most from technology.

You'll play a key role across customer support, onboarding, training, retention and account growth. You'll manage important customer relationships, help customers adopt our growing product suite and contribute to improving how our Customer Success team operates as we scale.

If you enjoy variety, take ownership and want to make a real impact in a growing SaaS business, we'd love to hear from you.

About iDU

iDU Identification is a fast-growing Australian B2B SaaS company building identity, security and compliance technology for the hospitality, gaming and entertainment industries.

Our technology is trusted by more than 500 venues across Australia, New Zealand and North America, helping businesses streamline operations and manage increasingly complex compliance requirements.

With our established ID scanning platform, recently launched Checkd AML product and upcoming Trackd platform, we're expanding the solutions we offer customers and have ambitious growth plans ahead.

What you'll be doing

Customer Success & Support

• Manage relationships with key customers, ensuring they receive outstanding service and ongoing value from iDU.
• Provide hands‑on customer support, troubleshoot issues and manage complex escalations.
• Proactively monitor customer engagement, identify risks and help improve customer retention.
• Act as a trusted point of contact for strategic accounts and important customer matters.

Onboarding & Training

• Deliver onboarding, product demonstrations and training sessions for new and existing customers.
• Help customers successfully adopt our products, including supporting complex multi‑venue and enterprise rollouts.
• Develop and improve onboarding processes, training materials and customer education resources.

Account Growth & Expansion

• Identify and develop upsell and cross‑sell opportunities across iDU's growing product suite.
• Support the commercial growth of your account portfolio through proactive customer engagement and product adoption.
• Work closely with Sales to progress expansion opportunities and strengthen long‑term customer relationships.

Team Support & Improvement

• Work alongside our Head of Customer Success to improve processes, playbooks, reporting and customer experience.
• Help introduce AI, automation and other tools to improve team efficiency.
• Support other team members, assist with complex customer matters and help coordinate the team when required.
• Participate in our 24/7 customer support arrangements, providing second‑line escalation support and first‑line coverage when no other team member is rostered on.

What we're looking for

• Experience in Customer Success, Account Management or a similar customer‑facing role, ideally in B2B SaaS or technology.
• A genuine passion for customer service, problem‑solving and building strong relationships.
• Experience with customer onboarding, training, support and managing challenging customer situations.
• A commercial mindset, with the ability to identify opportunities for upselling, cross‑selling and account growth.
• Excellent communication skills and confidence engaging with customers at all levels.
• Strong organisational skills, initiative and the ability to manage competing priorities.
• Confidence using CRM systems and technology, with an interest in AI and automation.

Experience with HubSpot, hospitality, licensed venues or regulated industries would be highly regarded.

• Be part of our growth: Join an ambitious SaaS business with exciting plans and opportunities ahead.
• Make a real impact: Take ownership of important customer relationships and help shape how we deliver Customer Success.
• Work with innovative products: Help customers adopt technology that solves real operational, security and compliance challenges.
• Grow your career: Work closely with our Head of Customer Success and leadership team, with opportunities to develop as the business scales.
• Enjoy variety: Combine customer relationships, onboarding, support, training and commercial opportunities in one role.

Location & working arrangements

This is a full-time, Brisbane‑based, in‑office role with the flexibility to work from home one day per week.

As our customers operate around the clock, you'll also participate in our on‑call support arrangements across evenings, weekends and public holidays, providing escalation support and first‑line coverage when required.

If you're passionate about customer success, enjoy solving problems and want to contribute to a growing technology business, we'd love to hear from you.