Customer Success Manager

Talon.One; Mackay Regional; Remote; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Learning budget

30 days annual leave

Home office setup budget 450 AUD

Monthly home office allowance 75 AUD

Work from abroad up to 90 days

WeWork On-Demand access

Mental health support

Health insurance via partner (Bupa, AN

Employer superannuation 12%

Job summary

Talon.One is seeking a Customer Success Manager, APAC, to support our growth in Australia and across APAC. You will build strong relationships to drive product adoption, connect customers’ marketing goals with our API-driven product, and collaborate with the tech team to resolve issues. This is a remote role based in Australia with cross-functional collaboration.

You will manage 15–20 accounts, communicate with stakeholders, and help customers achieve measurable outcomes daily.

Qualifications

• Passion for tech and SaaS products with API experience.
• Proven track record in Customer Success or account management.
• Experience coordinating with Marketing, Sales, Product, and Engineering.
• Exceptional written and spoken English communication.
• Empathetic, proactive problem-solver who thrives in change.
• Ability to manage a book of 15–20 accounts.
• Experience in loyalty or promotions is a plus.

Responsibilities

• Build relationships with customers to understand goals and translate into actionable insights for Sales, Marketing and Product.
• Connect customer objectives with our API-driven product and explain technical steps simply.
• Collaborate with Customer Integration Engineer and development teams to integrate Talon.One and troubleshoot issues.
• Communicate across roles and levels, locally and globally, in a clear, concise manner.
• Document customer information, build training resources, and reduce support tickets.
• Drive retention and growth, handling upsell and renewal conversations.
• Deliver strategic business value to customers on a daily basis.

Skills

SaaS products & APIs

Customer Success / Account Mgmt

Stakeholder management

Excellent English communication

Empathy & adaptability

Account ownership 15-20

Loyalty/promo industry exp

Job description

Job Description

ABOUT US:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform.

Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT THE TEAM:

As a Customer Success , you'll be part of a dynamic Post Sales team consisting of Customer Success Managers, Technical Account Managers and Solution Architects. We foster a collaborative environment and alignment with various internal stakeholders in Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace, as we believe it is essential for both ethical reasons and to positively influence the tech industry as a whole.

ABOUT THE ROLE:

Building on strong performance this year, our team is expanding and we’re hiring a Customer Success Manager, APAC to support our rapid growth in Australia and our rapidly growing team in the APAC region.

As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management.

This is a remote position with a requirement to be based in Australia.

ONCE YOU ARE HERE YOU WILL:

• Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams
• Connect customers’ marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps
• Collaborate with technical operations (Customer Integration Engineer) and the development team to integrate Talon.One and troubleshoot technical issues
• Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures
• Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets
• Drive retention and growth to your book of business, handling upsell and renewal conversations with a book of business
• Prepare and deliver strategic and business value to customers daily

WHAT WE NEED YOU TO BRING TO THE TABLE:

• Passion for tech and experience with SaaS products and APIs
• Founded experience working in Customer Success, Account Management, or another client-facing role
• Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives
• Exceptional communication skills in spoken and written English
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Flexible approach and an ability to operate effectively with uncertainty and change
• Ability to manage a book of 15-20 accounts
• Experience working in the loyalty and promotion industry or relevant marketing-related experience

WHAT'S IN IT FOR YOU:

• 1,600 AUD annual learning budget
• 30 days of annual leave, plus extra paid days for your birthday and moving day
• 450 AUD home office setup budget, a 75 AUD monthly home office allowance
• Freedom to work from abroad for up to 90 days worldwide!
• WeWork On-Demand access for flexible workspace solutions
• Mental health support with nilo.health
• Benefit from health insurance provided through our partner, including options with BUPA Australia and Aetna International
• We contribute the statutory 12% of your salary to your Superannuation fund

WHY YOU SHOULD WORK FOR US:

• The right attitude: modern methods and a diverse, creative workspace with an open and international culture
• Everyone for the product: Together we create a flexible, highly scalable product with state-of-the-art technologies. We can only succeed if everyone works as a team
• Healthy Growth: Growing our company means growing everyone in the team. We love to share knowledge and learn
• A great environment: Flexible and family-friendly environment, bright and easily accessible offices, modern software and hardware
• High flexibility degree: Prefer to work early or late at night? Do you have to pick up your children from kindergarten? Do you prefer working abroad? We believe in results and motivated employees

Do you want this job?

Talon.One is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make employment decisions on the basis of race, color, religious belief, ethnic origin, nationality, sex, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy. As an employer we strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

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