Customer Success Specialist

Onside Technology; City of Melbourne; On-site; AUD 100,000 - 140,000; Full time

Job summary

Onside Technology is seeking a Customer Success Manager to own revenue retention for a portfolio of SMB customers. You’ll use account health data to identify risks, plan responses, and recover renewals so every renewal is earned.

You’ll ensure customers’ staff and contractors use Onside effectively from day one, design training approaches (webinars or on-site visits), and collaborate with Customer Success, Territory, Onboarding and Support teams to close feedback loops.

Qualifications

• B2B SaaS customer success or account management experience.
• 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.

Responsibilities

• Own revenue retention for a portfolio of SMB customers.
• Lead recovery plans when accounts wobble to protect renewals.
• Ensure customers’ staff and contractors use Onside from day one.
• Train and engage contractors via webinars and on-site visits.
• Collaborate with CS Managers, Territory Managers, Onboarding and Support teams to close feedback loops.

Skills

B2B SaaS customer success

Account management

Renewal retention

Data-driven decisions

Customer training

Travel to clients

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.