Customer Success Manager

Nomni Group; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Nomni Group in Sydney is seeking a Customer Success Manager to support a growing merchant base across onboarding, adoption, retention and growth. You will own post-sales relationships, visiting venues, training staff and driving value from the Nomni platform.

This role focuses on hands-on client management, regular training, and collaboration with Product, Sales, Marketing and Support to enhance engagement, reduce churn and expand account potential.

Qualifications

• 2 to 3 years' experience in Customer Success, Account Management or Client Services.
• Experience in F&B, hospitality technology, SaaS or a related environment.
• Strong understanding of POS, online ordering, procurement, inventory or payments platforms.

Responsibilities

• Manage relationships with assigned hospitality and F&B clients.
• Understand client goals, challenges and business operations, then recommend practical solutions.
• Lead end-to-end onboarding, including system setup, configuration and implementation.
• Deliver engaging on-site and virtual training for client teams.
• Create tailored training resources, FAQs and user guides.
• Provide responsive support and coordinate issue resolution with internal technical teams.
• Monitor product usage and proactively identify risks, adoption gaps and escalation points.
• Prepare performance reports and present insights that improve engagement, efficiency and revenue.
• Conduct regular account reviews to support satisfaction, retention and growth.
• Identify upsell and cross-sell opportunities across the Nomni product suite.
• Partner with Product, Sales, Marketing and Support to advocate for client needs.
• Share customer feedback to help improve Nomni's products and services.
• Use AI tools to streamline reporting, documentation and account administration.

Skills

Customer Success

Account Management

Client Services

Tools

POS system

Online ordering platform

Procure tool

Loyalty platform

Insights analytics

Job description

Join the revolution in hospitality tech!

Nomni is the all-in-one platform built for hospitality operators - bringing POS, payments, ordering, loyalty, procurement, marketing, and data together in one system, with AI at its core.

We exist because hospo tech has been built around what's good for the people providing it, not the people using it. We're changing that. Built by operators, for operators - with 35,000 venues already on the platform across Australia and Southeast Asia.

One platform. One team. One company accountable for the outcomes that matter.

About the role

We're looking for Customer Success Managers to support Nomni's growing merchant base. You'll own the post-sales relationship across onboarding, product adoption, retention and account growth, working closely with hospitality businesses to help them get maximum value from the Nomni platform.

This is a highly people-focused role involving regular venue visits, client training, relationship management and issue resolution. You'll support products including POS, Online Ordering, Loyalty, Procure, Insights and NomniPay.

What you'll do

• Manage relationships with assigned hospitality and F&B clients.
• Understand client goals, challenges and business operations, then recommend practical solutions.
• Lead end-to-end onboarding, including system setup, configuration and implementation.
• Deliver engaging on-site and virtual training for client teams.
• Create tailored training resources, FAQs and user guides.
• Provide responsive support and coordinate issue resolution with internal technical teams.
• Monitor product usage and proactively identify risks, adoption gaps and escalation points.
• Prepare performance reports and present insights that improve engagement, efficiency and revenue.
• Conduct regular account reviews to support satisfaction, retention and growth.
• Identify upsell and cross-sell opportunities across the Nomni product suite.
• Partner with Product, Sales, Marketing and Support to advocate for client needs.
• Share customer feedback to help improve Nomni's products and services.
• Use AI tools to streamline reporting, documentation and account administration.

What you'll bring

• 2 to 3 years' experience in Customer Success, Account Management or Client Services.
• Experience in F&B, hospitality technology, SaaS or a related environment.
• Strong understanding of POS, online ordering, procurement, inventory or payments platforms.
• Excellent communication and interpersonal skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience delivering training to diverse teams.
• Strong analytical and problem-solving skills.
• Excellent organisation and account management skills.
• Confidence managing multiple clients, priorities and deadlines.
• Comfortable travelling to client venues across Sydney.
• Based in Sydney with full working rights in Australia.
• Comfortable using AI tools to improve productivity and reporting.

Why this role matters

Sydney is a key growth market for Nomni. In this role, you'll help merchants adopt more of the Nomni platform, improve customer outcomes, protect recurring revenue and build long-term client partnerships.