Customer Success Manager

King Kong; Williamstown; On-site; AUD 100,000 - 150,000; Full time

Job summary

King Kong in Williamstown, SA, Australia is seeking a Customer Success Manager to lead a high-performing Digital Growth Strategy team within a fast-growing digital agency. You will own client escalations, manage retention initiatives, and collaborate across departments to optimize campaigns and client outcomes.

You’ll drive customer value through strategic oversight of SEO, paid media, and CRO initiatives while nurturing relationships and expanding engagement with existing clients.

Qualifications

• Experience leading a client-facing team in a digital marketing agency or professional services environment.
• Strong working knowledge of SEO, Paid Search, Paid Social and CRO.

Responsibilities

• Lead the Digital Growth Strategist team day to day with regular 1:1s and clear performance standards.
• Own client escalations end to end, coordinating fixes and monitoring feedback.
• Host retention meetings and ensure documented next steps are actioned.
• Identify patterns behind churn and work with leadership to resolve root causes.
• Hunt upsell opportunities within existing clients and drive expanded scope.

Skills

Team Leadership

Client-facing

Digital Marketing Fluency

Job description

Customer Success Manager King Kong•Williamstown, SA, AU

Job Description

Wanted: Customer Success Manager for Australia's Fastest Growing Digital Agency

Dear Retention Warrior, If you've been searching through countless lifeless job listings on Seek... Almost slipping into a deep coma from the "We're looking for a highly experienced Customer Success Manager... blah blah blah" job adverts... And you're looking for an exciting opportunity to join the fastest growing digital agency in the country... Then this will be the most important job listing you ever read.

Firstly... stop what you're doing and watch this - https://youtu.be/OPdKs9NM380 Okay let's continue... We are a full-service digital marketing agency that is growing FAST! For the last three years, we've been ranked as the fastest-growing digital agency... And the 17th fastest growing company in the country by The Australian Financial Review... We're a world-class herd of digital strategists, direct response marketers, designers, growth hackers and developers, banded together to help our clients reach their growth goals.

And this is just one of the reasons we've been named as one of the BEST PLACES TO WORK in Australia & New Zealand by AFR and one of the Top 100 Coolest Companies in Australia by Anthill Magazine. Look, the list goes on and on... because we've seriously won more awards than you can shake a stick at.

What You'll Do

• Lead the Digital Growth Strategist team day to day - regular one‐on‐ones, clear performance and communication standards, and feedback that actually lands
• Be the first port of call on process, contractual (Terms of Service, Performance Guarantees) and billing questions - resolving what you can and escalating only the genuinely novel or high‐risk
• Own client escalations end to end: run the internal retention discussion, jump on the client call, coordinate the fix, and monitor the NPS feedback that follows
• Host the team's retention meetings - review and approve retention plans, and make sure the next steps are documented and actually happen
• Spot the patterns behind escalations, churn risk and team issues, and work with the Head of DGS to fix root causes instead of the same fire twice a month
• Support strategists to diagnose campaign performance issues, pulling in SEO, Paid Search, Paid Social and CRO as needed
• Run the team's rhythm - campaign reviews, cross‐department updates, the lot
• Own team capacity and workload allocation, flagging resourcing risk early rather than when it's already on fire
• Onboard and train new Digital Growth Strategists, and build the team's capability to handle routine issues without you
• Hunt down upsell opportunities in the existing client base and help strategists turn strong performance into expanded scope
• Keep our processes and documentation sharp enough to survive staff changeover
• Work across departments to unblock anything getting in the way of the client experience

What You'll Be Measured On

• Team Performance: Strategists who are supported, held to standard, and getting better month on month
• Client Retention: Fewer avoidable cancellations, and retention plans that get executed
• Escalation Health: Issues resolved at your level, not bounced up - and recurring issues that stop recurring
• Client Sentiment: NPS and client feedback moving in the right direction
• Revenue Growth: Upsell opportunities identified and converted within the existing base

What You'll Need To Bring To The Table

• Team Leadership: Proven experience leading a client‐facing team in a digital marketing, agency or professional services environment
• Marketing Fluency: Strong working knowledge across SEO, Paid Search, Paid Social and CR