Customer Success Manager

Calven; Sydney; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Mentorship

Hybrid work

Job summary

Calven is hiring a junior Customer Success Manager to help get new customers live and keep existing ones thriving. You will report to the Deployment & Customer Success Lead and be mentored closely, owning real work from week one. This is a full-time role with a requirement for 2-3 days working from our Sydney CBD office.

This position is ideal for someone a couple of years into their career who wants meaningful responsibilities and direct engagement with customers.

Qualifications

• Approximately two years of related experience in project coordination, customer success, or account management.
• Experience in onboarding or professional services is a plus.
• You think critically, communicate well, and own tasks end to end.

Responsibilities

• Get customers live. Run the moving parts for a new customer project deployment, including floorplan builds, site and space configuration, data loads, and integration setup.
• Be the trusted day-to-day contact by supporting the lead in managing a portfolio of accounts, triaging issues, and understanding each customer's workplace strategy.
• Drive adoption by creating/improving product collateral, running training sessions, and launching activities.
• Turn data into a story by pulling usage data and feature adoption into quarterly business reviews for executives.
• Make us better by feeding customer friction back to Product and Support teams and improving internal playbooks and templates.

Skills

Two years experience

Customer success

Account management

Onboarding

Communication skills

Ownership

Organised under pressure

Tools

HubSpot

Confluence

Google Suite

Microsoft 365

Job description

Calven is the workplace technology platform behind some of Australia's best known companies, including Canva, Officeworks, nib and AirTrunk. We enable our customers to better understand and run their office space: desk and room booking, floor plans, visitor management, access control, and providing the analytics that show what is actually happening in an office.

We are hiring a junior Customer Success Manager to help get new customers live and keep existing ones thriving. You will report directly to our Deployment & Customer Success Lead and be mentored closely, and you will own real work from week one. This is a full-time role with a requirement for 2-3 days working from our Sydney CBD office.

This is a role for someone a couple of years into their career who is bored of being handed tasks and would rather take on meaningful responsibilities and directly engage with customers.

About the role:

• Get customers live. Run the moving parts for a new customer project deployment. Floorplan builds, site and space configuration, user data loads, and integration set up across HRIS, Slack, Outlook, Teams, access control and badge systems. You hold the plan, chase the blockers and keep the customer informed.
• Be the trusted day to day contact. Support the lead with managing a portfolio of accounts. Answer the “can Calven do this?” questions, triage issues, and know each customer's workplace strategy well enough to see problems before they raise them.
• Drive adoption. Create/improve product collateral (user guides, FAQ, video explainers), run training sessions, drive launch activities, and watch the data.
• Turn data into a story. Pull utilisation/attendance data and feature adoption into quarterly business reviews that make a workplace leader look good in front of their executive.
• Make us better. Feed real customer friction back to Calven’s Product and Support teams. Improve and innovate on the playbooks, templates and internal docs you wish had existed on your first day.

Ideal candidate:

You have around two years’ experience somewhere adjacent: project coordination, customer success, account management, consulting, professional services, onboarding or support. The exact background matters far less than how you think and communicate with colleagues.

• You can operate in the grey. Not every question here has a documented answer. You form a view, test it and move, rather than waiting to be told.
• You take ownership. If it is yours, it lands. You chase the thing that is stuck and figure out how to unblock it.
• You are organised under pressure. Multiple customers, multiple deadlines, competing priorities. You keep the plates spinning and you know which plate matters most today.
• You communicate effectively. Clear, calm and honest. You can write an email an enterprise stakeholder takes seriously, and tell a customer “not yet” without losing them.
• You are genuinely curious. About software, about how workplaces function, and about how customers view Calven.
• You want to be coached. You will get direct, frequent mentorship, and you will be expected to use it.

Requirements:

• Full working rights in Australia
• Able to work full-time, with 2-3 days per week from our Sydney CBD office and occasional customer visits
• Strong team player and awesome communication skills

Nice to have: direct experience within workplace/facilities/HR tech; comfortable with data and spreadsheets; familiarity with tools such as HubSpot, Confluence, Google/MS Suite.

OUR STORY SO FAR

Calven is a B2B SaaS tech startup with teams in the US and Australia and a central HQ based in Sydney CBD. Being born remote, our team uses Calven technology to stay connected and productive in the hybrid world of work.

With funding secured from VC and strategic investors, our platform is built on years of technology, real estate, and HR expertise. We’re a diverse team of talented and ambitious change-makers on a mission to shape the future of work for companies everywhere.

Curious to learn more? Hear from our founders on how Calven is helping unlock hybrid work to deliver amazing employee and workplace experiences.

NEXT STEPS

We hire with inclusivity in mind to help eliminate any hiring bias. We are committed to equal employment opportunities regardless of race, colour, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law.

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