SaaS Customer Success Manager - Onboarding & Growth

Think Grow; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Free in-office lunches

Career growth opportunities

Global team

Training platform

Job summary

Think Grow is seeking a dynamic Customer Success Manager to drive satisfaction, retention, and expansion of the Recruitment SaaS platform from our Sydney-based team. You will build strong client relationships, lead onboarding, and collaborate with sales, product, and marketing to align customer needs with product capabilities.

In this role, you will monitor KPIs, deliver training, and advocate for customer-driven improvements while seeking upsell opportunities.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS.
• Proven leadership, management, and communication skills with ability to influence stakeholders.
• Strong understanding of recruitment processes or familiarity with Recruitment SaaS platforms is a plus.
• Able to learn new software quickly and explain complex concepts to non-technical users.
• Data-driven mindset with ability to analyse customer success metrics and derive insights.
• Excellent organisational and problem-solving skills with the ability to prioritise.
• Empathy-focused approach and genuine investment in customer success.

Responsibilities

• Serve as primary contact for a portfolio of customers and ensure smooth onboarding.
• Monitor usage and proactively offer training and recommendations for optimisation.
• Organise and lead regular check-ins and quarterly business reviews (QBRs).
• Collaborate with sales, product, and marketing to align on customer needs.
• Develop and refine customer success strategies, templates, and best practices.
• Partner with sales for seamless hand-offs and with product for feature requests.
• Attend team meetings and contribute to a culture of diversity and continuous learning.
• Monitor market trends and share insights to anticipate customer needs.

Skills

Leadership

Communication

Stakeholder engagement

SaaS knowledge

Analytics

Job description

Think Grow is seeking a dynamic Customer Success Manager to drive satisfaction, retention, and expansion of the Recruitment SaaS platform from our Sydney-based team. You will build strong client relationships, lead onboarding, and collaborate with sales, product, and marketing to align customer needs with product capabilities.

In this role, you will monitor KPIs, deliver training, and advocate for customer-driven improvements while seeking upsell opportunities.