Customer Success Manager

AgriChain; Melbourne; Hybrid; AUD 90,000 - 150,000; Full time

Job summary

AgriChain in Australia is seeking a Customer Success Manager who will nurture lasting client relationships and drive value across the customer lifecycle.

You will champion adoption, retention and health metrics, build scalable CS processes, and leverage AI/automation to improve efficiency. This role supports remote-friendly operations with occasional travel to client sites.

Collaborate with product and sales to ensure customer outcomes align with business goals.

Qualifications

• 5-7 years of experience in a dedicated Customer Success Manager role in a B2B SaaS environment.
• Strong understanding of customer adoption, retention, health and long-term value realization.
• Experience improving or building processes, workflows or playbooks.
• An AI-first approach: using AI tools to improve workflows and solve problems.
• Sharp problem-solving instincts and clear, customer-focused communication.
• A can-do attitude with strong people skills.

Responsibilities

• Build strong customer relationships and drive long-term customer value.
• Drive customer adoption, retention and customer health.
• Build and improve Customer Success processes, workflows and playbooks.
• Identify opportunities to create scalable and efficient ways of working.
• Leverage AI and automation to improve operational efficiency.

Skills

Relationship building

Strategic thinking

Communication

Problem solving

Tools

CRM software

Automation tooling

SaaS platforms

Job description

About the role

We're looking for a Customer Success Manager who is passionate about building strong customer relationships, driving long-term customer value and improving how Customer Success operates. This role goes beyond managing customer accounts. You'll play an important role in building and improving our internal Customer Success processes, creating scalable workflows and leveraging AI to drive operational efficiency.

Key responsibilities

Build strong customer relationships and drive long-term customer value.

Drive customer adoption, retention and customer health.

Build and improve Customer Success processes, workflows and playbooks.

Identify opportunities to create scalable and efficient ways of working.

Leverage AI and automation to improve operational efficiency.

What We're Looking For:

5-7 years of experience in a dedicated Customer Success Manager role, preferably in a B2B SaaS environment.

Strong understanding of customer adoption, retention, customer health and long-term value realisation.

Experience improving or building processes, workflows or playbooks.

An AI-first approach: you're already using AI tools to work smarter, improve workflows and solve problems.

Sharp problem-solving instincts—not just finding an answer, but finding the right one.

A natural communicator who can turn technical jargon into "oh, that makes sense" for anyone, anywhere.

A can-do attitude: you roll up your sleeves and get things done, big or small.

Great people skills: customers should feel like they matter to you, because they do.

Location & Ways of Working:

Based in Australia, with flexibility to work remotely.

Occasional travel to visit customer sites when needed.

Standard Australian business hours, with a bit of flex as we grow across time zones with our