Hospitality Success Manager — On-site Training & Growth (Sydney)

Nomni Group; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Nomni Group in Sydney is seeking a Customer Success Manager to support a growing merchant base across onboarding, adoption, retention and growth. You will own post-sales relationships, visiting venues, training staff and driving value from the Nomni platform.

This role focuses on hands-on client management, regular training, and collaboration with Product, Sales, Marketing and Support to enhance engagement, reduce churn and expand account potential.

Qualifications

• 2 to 3 years' experience in Customer Success, Account Management or Client Services.
• Experience in F&B, hospitality technology, SaaS or a related environment.
• Strong understanding of POS, online ordering, procurement, inventory or payments platforms.

Responsibilities

• Manage relationships with assigned hospitality and F&B clients.
• Understand client goals, challenges and business operations, then recommend practical solutions.
• Lead end-to-end onboarding, including system setup, configuration and implementation.
• Deliver engaging on-site and virtual training for client teams.
• Create tailored training resources, FAQs and user guides.
• Provide responsive support and coordinate issue resolution with internal technical teams.
• Monitor product usage and proactively identify risks, adoption gaps and escalation points.
• Prepare performance reports and present insights that improve engagement, efficiency and revenue.
• Conduct regular account reviews to support satisfaction, retention and growth.
• Identify upsell and cross-sell opportunities across the Nomni product suite.
• Partner with Product, Sales, Marketing and Support to advocate for client needs.
• Share customer feedback to help improve Nomni's products and services.
• Use AI tools to streamline reporting, documentation and account administration.

Skills

Customer Success

Account Management

Client Services

Tools

POS system

Online ordering platform

Procure tool

Loyalty platform

Insights analytics

Job description

Nomni Group in Sydney is seeking a Customer Success Manager to support a growing merchant base across onboarding, adoption, retention and growth. You will own post-sales relationships, visiting venues, training staff and driving value from the Nomni platform.

This role focuses on hands-on client management, regular training, and collaboration with Product, Sales, Marketing and Support to enhance engagement, reduce churn and expand account potential.