Customer Success Specialist

Onside; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Onside is looking for a customer success professional to own revenue retention for a portfolio of SMB customers in Melbourne. You will monitor account health, act on early warning signals from data, and lead recovery plans to ensure renewals are secured.

You will also train customer staff and contractors, tailoring approaches for online and in-person sessions, and collaborate with Customer Success Managers, Territory Managers, Onboarding and Support teams to close feedback loops for action.

Qualifications

• B2B SaaS customer success or account management experience.
• Track record of keeping customers and protecting renewals.
• Comfort using account health and usage data.
• Experience training customers’ teams, in person and online.
• Willingness to travel to customer sites.

Responsibilities

• Own revenue retention for a portfolio of SMB customers.
• Use health and usage data to prioritize actions and responses.
• Lead plans to recover accounts when renewal risk appears.
• Train and engage customer staff and contractors (webinars, on-site visits).
• Collaborate with Customer Success, Territory, Onboarding and Support teams; relay customer feedback to stakeholders.

Skills

B2B SaaS

Customer success

Account management

Renewals

Data-driven

Job description

To protect the world’s food supply, ensure every customer gets enough value from Onside that they stay, grow and advocate.

Usage at one of your customers’ sites has dropped for three weeks, and the renewal is four months out. You spot it in the data and call before anyone asks.

About Onside

Onside is operational intelligence for agriculture. We give agribusinesses one record of every person, property and movement, so when a disease incursion hits or an audit lands, the answer takes seconds instead of weeks.

One platform covers biosecurity, health and safety, workforce, assets, environment and market access, and every check-in adds to a connected record of agriculture. We’re ranked 38th on the Deloitte Fast 50 (2025) and named to Forbes Asia’s 100 to Watch (2025). With 90,000+ properties mapped and 8M+ visits recorded across Australia, New Zealand and North America, our big goal is 1 billion visits.

About the role

You’ll own revenue retention for a portfolio of SMB customers. Account health data shows you where to focus, and you decide the response. When an account starts to slip, you’ll catch it early and lead the plan to recover it, so every renewal is earned.

You’ll make sure each customer’s staff and contractors use Onside well, from the first 90 days onward. You’ll choose how to train and engage contractors, from webinars to visits on site. You’ll work with Customer Success Managers and Territory Managers, plus our Onboarding and Support teams, and make sure customer feedback reaches the people who can act on it.

You’ll bring

• B2B SaaS customer success or account management experience
• A track record of keeping customers and protecting renewals
• Comfort working from account health and usage data
• Experience training customers’ teams, in person and online
• Comfort travelling to customer sites

Who thrives here

You let the data set your priorities, and you tell a customer the honest answer early. You’re sharp and structured, and you stay steady when an account wobbles.

The way we work

Four days a week in our Melbourne office - we’re office-first on purpose, because the best work happens in the room together. AI tools built into how we work. A connection and capability fund for genuine growth. Strong company rhythms, a fast growth trajectory, and a parental leave policy we’re genuinely proud of.

How we hire

We hire people who’ll grow with us. Along the way you’ll meet the team, complete a short practical task and a couple of interviews. We respect your time and we’ll tell you where you stand at every stage.

Join us to protect the world’s food supply.