Customer Success Manager - Retail/FMCG SaaS

ShopGrok Pty; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible hybrid work model

Chippendale workspace access

Leadership collaboration opportunities

Job summary

ShopGrok Pty is seeking a Customer Success Manager for Retail/FMCG SaaS to own the customer journey from onboarding through renewals and growth. You will be the primary commercial and relationship lead across a ~50 account portfolio, delivering proactive engagement, value realization, and cross-functional collaboration with product and engineering teams.

You will translate data-driven insights into actionable guidance, run strategic QBRs, and partner with stakeholders to expand adoption of our

Qualifications

• 2–4+ years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment.
• Proven track record managing a book of business (~50 accounts).
• Ability translate requirements into Jira tickets and coordinate with data/engineering teams.
• Data fluency for interpreting retail analytics and dashboards.
• Strong retention and renewal management.

Responsibilities

• Own onboarding and training, guiding customers through value realization.
• Manage renewals pipeline and identify expansion opportunities.
• Monitor account health and proactively address risks and escalations.
• Translate customer insights into actionable recommendations and reports.
• Collaborate with product/engineering to drive value and enablement assets.

Skills

Customer Success

Account Management

SaaS

Data Fluency

Jira

Tools

HubSpot

Tableau

Slack

Jira

Job description

Customer Success Manager - Retail/FMCG SaaS

At ShopGrok, our mission is to help retailers and brands stay competitive and profitable with world-class market data and insights delivered via our SaaS platform.

As our first dedicated Customer Success Manager, you will be the primary commercial and relationship lead across our customer portfolio, taking over day-to-day account management currently managed by our executive and data engineering teams. You will be the trusted, approachable face of ShopGrok: someone who effortlessly establishes rapport, builds enduring working relationships across diverse stakeholder groups, and instils operational confidence.

Your core mandate is to ensure our customers realise measurable value from our product through relationship building, shared objective setting, and engagement with our customers’ users.

This is a hands‑on, high‑impact role spanning the entire customer lifecycle: from onboarding and training to ongoing account management, insights delivery, and content creation.

Requirements

• Manage Book of Business: Oversee a portfolio of ~50 accounts using a tiered approach:
• High‑Touch (~15 accounts): Deliver proactive account management via weekly, fortnightly, or monthly strategic check‑ins.
• Low‑Touch / Scaled (~35–40 accounts): Drive account health at scale by defining, tracking, and acting on key SaaS adoption metrics (e.g., product engagement, feature usage, user login frequency) alongside quarterly business reviews (QBRs) and automated check‑ins.
• Onboarding & Training: Lead end‑to‑end customer onboarding, run product training sessions, and ensure fast time‑to‑value for new implementations.
• Renewals & Growth: Proactively monitor account health, track upcoming renewal dates, manage renewal pipelines, and identify upsell or expansion opportunities.
• Stakeholder & Issue Management: Serve as the calm, solutions‑oriented front line during service hurdles, translating technical context into reassuring customer communication and turning challenging situations into long‑term trust.

At ShopGrok, our mission is to help retailers and brands stay competitive and profitable with world‑class market data and insights delivered via our SaaS platform.

As our first dedicated Customer Success Manager, you will be the primary commercial and relationship lead across our customer portfolio, taking over day‑to‑day account management currently managed by our executive and data engineering teams. You will be the trusted, approachable face of ShopGrok: someone who effortlessly establishes rapport, builds enduring working relationships across diverse stakeholder groups, and instils operational confidence.

Your core mandate is to ensure our customers realise measurable value from our product through relationship building, shared objective setting, and engagement with our customers’ users.

This is a hands‑on, high‑impact role spanning the entire customer lifecycle: from onboarding and training to ongoing account management, insights delivery, and content creation.

Requirements

Portfolio & Account Management

• Manage Book of Business: Oversee a portfolio of ~50 accounts using a tiered approach:
• High‑Touch (~15 accounts): Deliver proactive account management via weekly, fortnightly, or monthly strategic check‑ins.
• Low‑Touch / Scaled (~35–40 accounts): Drive account health at scale by defining, tracking, and acting on key SaaS adoption metrics (e.g., product engagement, feature usage, user login frequency) alongside quarterly business reviews (QBRs) and automated check‑ins.
• Onboarding & Training: Lead end‑to‑end customer onboarding, run product training sessions, and ensure fast time‑to‑value for new implementations.
• Renewals & Growth: Proactively monitor account health, track upcoming renewal dates, manage renewal pipelines, and identify upsell or expansion opportunities.
• Stakeholder & Issue Management: Serve as the calm, solutions‑oriented front line during service hurdles, translating technical context into reassuring customer communication and turning challenging situations into long‑term trust.

Account Health, Feedback & Value Discovery

• Early Risk Intervention: Monitor customer health signals to detect early indicators of adoption friction, sentiment dips, or shifting customer priorities, executing targeted intervention strategies to restore alignment.
• Workflow & Solution Expansion: Uncover latent customer needs, partner with decision‑makers to explore new business use cases, and identify opportunities where advanced modules or expanded data scope add value, setting the foundation for future expansion KPIs.
• Product Enhancement Ideas: Aggregate customer feedback and operational friction points to advocate for high‑impact platform enhancements directly with product and engineering teams.

Technical & Insights Delivery

• Data & Insights Translation: Package complex pricing analytics into actionable recommendations, executive summaries, and presentation decks (PowerPoint/Tableau).
• Technical Communication: Serve as the bridge between clients and engineering/data teams to report, track, and resolve product or data issues.
• Tooling Integration: Utilise HubSpot (CRM), Slack, and Tableau to monitor adoption metrics, track customer health, and refine usage reporting.

User documentation & collateral

• Customer Enablement Assets: Collaborate with growth and product teams to refine customer collateral, onboarding guides, best‑practice playbooks, and training documentation.
• Foundational Process Building: Help shape the operational processes, templates, and communication standards for ShopGrok’s customer success team as the organisation grows.

Requirements

Core Qualifications

• 2–4+ years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment.
• Managed a Portfolio: Proven track record managing a similar book of business (~50 accounts balanced across high‑touch strategic clients and scaled low‑touch tiers).
• Project & Workflow Management: Demonstrated ability to capture client requirements and meeting actions, translate technical queries into structured Jira (or equivalent) tickets for data operations and engineering teams, and proactively close the loop with clear, timely progress updates back to clients.

• Data Fluency: Comfort interpreting and presenting data‑heavy reports, showing customers how to extract actionable retail and commercial insights from analytics dashboards.
• Retention & Health Tracking Mindset: Proven success in driving net and gross retention, managing structured renewal pipelines, running executive QBRs, and spotting disengagement signals before they lead to attrition.
• Exceptional Interpersonal & De‑escalation Skills: High emotional intelligence (EQ) with the ability to build rapport rapidly, coupled with proven poise in navigating sensitive customer feedback, resolving service friction, and conducting firm yet diplomatic discussions.
• Cross‑Functional Autonomy: Comfort stepping into a newly carved‑out role, taking independent ownership of accounts previously handled by founders and technical leads.

Preferred Experience

• Hands‑on familiarity with data visualisation tools (such as Tableau), modern CRMs (HubSpot), issue trackers (Jira)
• Experience creating customer‑facing collateral, enablement guides, or training playbooks from scratch.
• Prior background in an early‑stage, bootstrapped, or scaling SaaS startup where cross‑functional agility was essential.
• Prior domain experience in retail, e‑commerce, FMCG, or pricing intelligence would be a plus

Benefits

• Be part of a fast‑growing SaaS company working with Australia’s leading retailers and global brands.
• Collaborate directly with senior leadership, data scientists, and engineering leaders.
• Clear career development pathway as the customer success and commercial functions expand.
• Flexible hybrid work model with access to an amenity‑rich, vibrant workspace at The Commons in Chippendale.