Customer Success Manager

Ideally; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Birthday day off

ESOP

Global collaboration hubs

Job summary

Ideally is a high-growth SaaS business disrupting market research. We are seeking a Customer Success Manager to guide enterprise clients, onboard new customers, drive upsell and renewals, and help teams turn ideas into real market impact.

You’ll collaborate with Sales, Research and Strategic Client Partners to build a thriving community, support events and content, and act as an Ideas Champion for clients, turning opportunities into outcomes.

Qualifications

• Trusted relationship builder with enterprise clients.
• Clear and persuasive communicator who distills complex ideas.
• Organized and data-driven, using metrics to drive engagement and expansion.
• Tech-savvy with SaaS tools like HubSpot, Salesforce, or Vitally.

Responsibilities

• Be a Strategic Partner - guide enterprise clients to success with tailored solutions.
• Lead Seamless Onboarding - ensure smooth transition and high value from day one.
• Drive Growth & Expansion - identify opportunities to upsell, renew, and broaden adoption.
• Foster Engagement & Thought Leadership - develop content, events, and community initiatives.
• Collaborate Cross-Functionally - partner with Sales, Research, and Strategy teams.

Skills

Relationship building

Communication

Data-driven

SaaS proficiency

Cross-functional collaboration

Education

Bachelor's degree

Tools

HubSpot

Salesforce

Vitally

Job description

We are open to this role being based in Melbourne or Sydney.

At Ideally, we're not just building a product, we're disrupting an industry. Our platform helps brands, marketers, and innovation teams bring the voice of the consumer into the earliest stages of their ideas, building confidence and momentum in their work. By enabling quick testing and iteration, we empower brands to move faster, reduce risk, and deliver ideas with impact.

Some of our clients include brands like Asahi, Google, Afterpay, Dentsu, and Frucor, we're proud to be one of New Zealand's fastest-growing start-ups, recently named Marketing Technology of the Year (2024) by both Mumbrella and B&T.

With offices in Auckland, Sydney, Melbourne, and plans for the US in 2025, we're on a mission to take Ideally global.

And, we're just getting started.

The difference you'll make

At Ideally, you'll step into a high-growth SaaS business that's shaking up the market research and consumer insights space.

We're looking for a Customer Success Manager gun to join us at Ideally. Someone who has a love and curiosity for helping customers achieve their goals.

You will play a pivotal role in solving enterprise client problems and helping them use the platform to grow their ideas - whether new product development (NPD), marketing campaigns, or improve existing products in market and grow in category. Another way to think of this role is being an "Ideas Champion" for our customers - finding potential and possibility in ideas and helping bring great ideas to life.

You will be responsible for onboarding new clients, driving upsell opportunities, managing renewals, as well as ongoing account management. Additionally, you will have a curious mind for marketing, jump in to build a thriving community within the ideas and innovation world, including supporting events, content, creative customer touch points, as well as collaborating closely with our Sales, Research and Strategic Client Partner teams to drive success for our customers.

What you'll do

• Be a Strategic Partner - Guide enterprise clients to success by proactively offering tailored solutions and best practices to help them achieve their goals within the platform.
• Lead Seamless Onboarding - Ensure new clients experience a smooth, high-value transition onto the platform, helping them unlock their full potential for innovation, product development, and marketing.
• Drive Growth & Expansion - Identify new opportunities to solve client challenges and expand adoption within their organization-whether through upselling, renewals, or broader team enablement. (A strong marketing mindset will be a big advantage here!)
• Foster Engagement & Thought Leadership - Help shape and execute initiatives that empower customers, from content creation and community-building to customer events and strategic activations that create "wow" moments.
• Collaborate Cross-Functionally - Work closely with Sales, Strategic Client Partners, and Research teams to uncover upsell opportunities and provide impactful solutions tailored to customer needs.

What we're looking for

• Trusted relationship builder - You excel at building strong, strategic partnerships with enterprise clients, ensuring long-term retention and growth.
• Clear and persuasive communicator - You can distill complex ideas into compelling insights, engaging stakeholders across all levels with confidence.
• Organized and data-driven - You thrive in managing multiple accounts, using data to drive engagement, credit usage, and expansion opportunities.
• Tech-savvy and SaaS-proficient - You're experienced with customer success tools like HubSpot, Salesforce, or Vitally and understand SaaS growth and retention strategies.
• Proactive problem solver and collaborator - You anticipate challenges before they arise, take a strategic approach to solutions, and work cross-functionally to maximize customer success.

Nice to haves

• Experience within marketing, research, innovation or product development environments is desired. Basically, you can hit the ground running to help clients with their ideas.
• Bachelor's degree in a related field (Marketing, Business, or similar).

Why join us?

Scale with Impact: Be part of Ideally's incredible growth trajectory, recently named one of NZ's fastest growing SaaS companies and winner of two marketing technology awards in 2024.

Lead Innovation: Build a research platform that empowers brand marketers, agencies and insight teams, and rivals industry giants.

Growth Environment: Join a dynamic team where your contributions directly influence success - we strongly believe your growth is our growth.

Something Extra: Enjoy additional perks including Ideally's gifted day-off on your Birthday, competitive salaries for the startup landscape with generous ESOP included, and access to global collaboration hubs across AU and NZ.

Celebrate Success: Join a team that values recognition, collaboration and having fun along the way!

Make your mark

We're an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where everyone can thrive. So if you're passionate about innovation, storytelling, and building something extraordinary - we can't wait to meet you.