Customer Success (Onboarding) Manager

Prophet; Sydney; Presencial; AUD 140.000 - 180.000; Tempo integral

Benefícios oferecidos por esta vaga

Employee stock options

Resumo da vaga

Prophet is hiring an experienced Customer Architect in Australia, ideally Sydney. You own onboarding from start to finish, coordinating across data science, platform, and customer success to ensure rapid, trusted adoption.

You will manage 6–8 concurrent onboardings, build data foundations, and craft playbooks that scale across APAC. This role combines commercial outcomes with decision science rigour in a fast-growing SaaS environment.

Qualificações

• Experience with marketing data including media spend, digital analytics and commercial data.
• Min 4 years in onboarding, implementation, customer success, or consulting in SaaS/MarTech.
• Strong stakeholder management with directors and leads.

Responsabilidades

• Own onboarding end-to-end from kick-off to model deployment.
• Coordinate data collection across marketing spend, media exposure and commercial sources.
• Build and maintain relationships with stakeholders across markets and HQ.
• Document playbooks and processes to enable scalable onboarding.

Conhecimentos

Marketing data analysis

Stakeholder management

Onboarding experience

Project coordination

Ferramentas

Linear

Notion

Descrição da vaga

Prophet is an award-winning Australian SaaS platform that helps marketing and commercial leaders understand what's actually driving their business. Our marketing mix modelling and decision science platform is used by some of the most recognisable brands in the region, giving them the rigour and confidence to make better investment decisions.

We were recognised as the AFR Most Innovative Company for Media & Marketing in 2025, and we're scaling fast: 45+ enterprise customers and growing. We are hiring an additional Customer Success Architect working in Australia, ideally in Sydney.

About the Role

The Customer Architect owns the most important phase of a Prophet customer's journey: the period from contract signature through to a confident, actively engaged platform user. You'll be the single point of accountability during onboarding, coordinating across Data Science, Platform, and Customer Success to make sure every new customer starts strong.

You'll onboard customers across Australia while working closely with our Melbourne headquarters, which means real ownership, real visibility, and a direct hand in shaping how Prophet shows up in market.

This role sits at the intersection of commercial outcomes, decision science rigour, and delivery discipline. You'll manage 6 to 8 concurrent onboardings, build the data foundations that great models depend on, and make sure the first model we present is one the customer trusts, can defend internally, and will act on.

What You'll Do

Own onboarding end-to-end. From kick-off through to model deployment, you'll run the plan: governance, working groups, steering committees, and structured milestone check-ins. You'll partner closely with Data Scientists and Platform engineers to deliver against committed timelines and scope.

Establish data confidence early. You'll coordinate data collection across marketing spend, media exposure, and commercial sources, working with customers and their agencies to confirm completeness, granularity, and integrity before modelling begins. When data is right from the start, everything else accelerates.

Build strong customer relationships. You'll be the primary point of contact for all stakeholders during onboarding, mapping the landscape, identifying champions and decision-makers, and running a crisp cadence of written updates, structured check-ins, and clear action tracking. You'll do this across markets and cultures, engaging confidently with regional marketing teams, local agencies, and headquarters stakeholders a like.

Set customers up for confident decision-making. You'll help customers translate their business questions into decision science use cases on Prophet, frame expectations around what the platform will deliver, and make sure the first model reveal builds trust and momentum.

Build scalable processes. You'll document and refine playbooks for core onboarding workflows, create reusable customer-facing materials, and capture product feedback and expansion opportunities to inform our roadmap. As an early regional hire, your playbooks will set the standard for how Prophet onboards customers across APAC.

Hand over cleanly. You’ll run structured transitions to ongoing Customer Success, with full context, open items, and stakeholder insights documented, so the customer never feels like they’s starting from scratch.

What You'll Bring

If you come from a Media Agency background and looking to expand into a product company this role offers the perfect transition. To be successful in this role we require:

• Knowledge and experience working with marketing data (media spend, digital analytics, commercial data).
• At least 4 years in customer onboarding, implementation, customer success, or consulting, ideally in SaaS, martech, or data/analytics.
• Proven ability to manage multiple complex projects simultaneously without dropping focus.
• Strong stakeholder management. You're comfortable engaging with marketing directors, CMOs, and commercial leads, and equally comfortable holding customers accountable to their responsibilities.
• Sharp organisation, attention to detail, and a bias for proactive problem-solving.
• Comfort navigating ambiguity and working with customers who have messy or incomplete data.
• Comfort operating with a high degree of autonomy, collaborating with a Melbourne-based team across time zones.
• Experience with Linear, Notion, or similar project management tools.
• Full working rights in Australia.
• Background in marketing analytics, marketing mix modelling, or decision science.
• Experience in a high-growth SaaS environment, particularly one expanding into new markets.
• Comfort with data concepts. You don't need to write SQL, but you should know what a data pipeline is and why source data quality matters.

How You'll Be Measured

• Time-to-value: Model training within 6 weeks, model deployment within 8 weeks of kick-off.
• Throughput: 6 to 8 concurrent onboardings maintained without quality trade-offs.
• Process: On-time milestone completion and playbook/documentation coverage.

Why Join Prophet

Market Impact: Be part of an ambitious team defining a new category of marketing decision tech, and help open an entire region.

Innovation Leadership: Work alongside experienced platform, data, and decision science professionals.

Real Impact: This role has direct, visible impact on customer outcomes and company growth.

Ground-Floor Regional Opportunity: Shape Prophet's presence in Singapore and APAC from day one.

Growth Trajectory: Scale your impact as Prophet expands globally.

Attractive Salary: ESOP for a fast-scaling company.

Prophet is a world-first predictive intelligence platform revolutionising how businesses understand and optimise their entire marketing and commercial ecosystem. Built as the antithesis to traditional Market and Media Mix Modelling (MMM), Prophet delivers unprecedented speed, clarity, and precision, enabling brands to measure, forecast, and simulate the impact of every investment across every channel, online and offline.

Powered by world-leading mathematics and AI, Prophet builds a digital clone of an organisation's ecosystem, ingesting organisational, media, macroeconomic, and behavioural data to identify true performance drivers and guide strategy in real time.

Prophet emerged from four years of intensive stealth development, grounded in statistical rigour and built by a founding team with experience from SpaceX, Deloitte, Meta, WPP and NAB. Backed by leading investors and scaling fast, we're redefining what's possible in marketing and commercial intelligence.