Customer Success Manager

AMP; Sydney; Sur place; AUD 120 000 - 180 000; Plein temps

Résumé du poste

AMP in Sydney is hiring a Customer Success Manager to drive growth across our multi-product platform. You’ll partner with the CEO and senior leadership to transform customer feedback into experiments that move metrics. This role is not a queue manager.

You’ll own projects end-to-end, design onboarding and activation plays, reduce churn, and build scalable playbooks for the portfolio. You should have 5+ years in SaaS, Shopify/e-commerce familiarity, and a hands-on, entrepreneurial approach to

Qualifications

• 5+ years in customer success, support, or account management in SaaS.
• Sydney-based location is preferred.
• Shopify or e-commerce experience strongly preferred.
• Entrepreneurial and self-directed approach to experiments.

Responsabilités

• Go deep on products needing help and learn merchants’ needs.
• Design and run CX and growth experiments with senior product leadership.
• Build reviews and case-study engine across the portfolio.
• Drive down churn by addressing at-risk merchants and understanding reasons for churn.
• Reach out proactively to merchants facing friction or negative reviews and recover them.
• Create playbooks to transfer successful tactics across apps.

Connaissances

Customer success

SaaS experience

Strong communication

Commercial mindset

Self-directed

Shopify

Outils

Shopify

Description du poste

We're the agents for e-commerce. 45,000+ merchants use our suite of apps across analytics, retention, upselling, shipping, and re-engagement.

AMP is venture-backed, genuinely AI-native, and growing fast. We're founded by an ex-TradeGecko team (acquired by Intuit), and you'll have unlimited AI tooling and a direct line to the CEO, engineering, and design.

The Role

We're hiring a Customer Success Manager to work across our multi-product portfolio.

For us, customer support function is a critical growth engine. It's where we learn what merchants actually need, where churn gets stopped, and where our best case studies, product feedback and reviews come from. You'll work directly with the CEO and senior leadership to turn that signal into experiments, run them, and own the numbers until they move.

This isn't a queue-management role, and it isn't tied to one product. It suits someone who likes being handed a messy problem and left to solve it.

What You'll Do

• Go deep on whichever product needs the most help - learn it cold, talk to its merchants, and find out what's really going on
• Design and run CX and growth experiments with the senior product leadership: onboarding, activation, save offers, win-backs, proactive outreach. Ship them, measure them, keep what works
• Build our reviews and case study engine across the portfolio — identify merchants getting real value, reach out, and make it easy for them to share their story
• Drive down churn by getting to at-risk merchants before they leave, and understanding why the ones who left did
• Reach out proactively to merchants who've hit friction, including those who've left critical reviews, and turn them around
• Build the playbooks that let what worked on one app carry over to the next

Who You Are

• 5+ years in customer success, support, or account management in SaaS
• Sydney-based
• Shopify or e-commerce experience strongly preferred
• Entrepreneurial and self-directed — you spot the opportunity, propose the experiment, and run it without being managed into it
• Comfortable context-switching between products and picking up a new one fast
• Confident on calls and outreach; you'd rather talk to a merchant than email them
• Commercially minded: comfortable defining a metric, running a test, and being honest about whether it worked
• Technical enough to read configuration, diagnose issues, and speak credibly to both merchants and engineers
• A clear, warm communicator who represents the brand well

Nice to Have

• Familiarity with Shopify apps, themes, or merchant tooling
• A track record of recovering unhappy customers or negative reviews
• Experience building a CS function rather than joining one
• Exposure to running a product or growth experiment end-to-end

Location & Pay

Sydney-based. Competitive pay, plus meaningful ownership of a function you get to define.

Tell us about a problem you were handed with no obvious answer — what you tried, what happened, and what you'd do differently.