Customer Success Lead
Instant
Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We are in an exciting hyper-growth phase, expanding the business by over $1M in new revenue every month, have 4 products in market, entering and hiring in new global regions, raised $30M+ by top VC’s, and we want you to be a critical part of scaling this velocity even further!
At Instant, our customers are everything. We’re looking for a Customer Success Lead to own the end-to-end journey, build world-class playbooks, lead top-tier client relationships, and grow our team as we scale across the US and globally.
What You’ll Own:
- Own the CS playbook from onboarding to expansion, tracking impact with OKRs and KPIs, spotting issues fast, and fixing them even faster.
- Lead and scale a high-performing CSM team with tight processes, operating rhythms, and team rituals that actually move the needle, while coaching, mentoring, and inspiring your team to deliver real customer value.
- Set and execute the Customer Success strategy by monitoring key metrics, addressing concerns proactively, and driving continuous improvement across the team and customer experience.
- Drive measurable customer impact, ensuring top NPS/CSAT, long-term retention, product adoption, expansions, and referrals.
- Stop churn before it starts and make sure every customer fully realizes the value of Instant’s offerings.
- Turn feedback into action, influencing product and cross-functional teams with actionable, quantified insights.
- Continuously improve operations by prioritizing what matters most, refining processes, and pushing the team to deliver maximum impact for both customers and the business.
- Build a culture of success by leading by example, developing your team professionally, and fostering a high-energy, growth-focused environment.
What Success looks like:
- Onboarding is seamless, lightning-fast, and sets customers up to succeed from day one.
- Customers love Instant – delivering top NPS and CSAT scores, sharing glowing case studies, and referring new clients.
- Customers don’t just stick around – they expand, renew, and become advocates.
- Churn is tackled proactively, with issues spotted early and solved quickly.
- The Success team consistently crushes goals, drives real impact, and continuously raises the bar.
- Feedback drives action – it’s data-informed, actionable, and shapes the future of Instant.
What You’ll Bring:
- Proven track record leading and scaling high-performing Customer Success teams that deliver real impact.
- Fast-moving, resilient, and ready to tackle challenges head-on in a high-growth setting
- A customer champion who builds lasting relationships and ensures every client’s success at scale.
- A hands-on coach who develops your team’s skills and drives their growth as we scale across markets.
- Experience in a high-growth startup or early-stage company, ideally in martech, SaaS, or B2B tech is a bonus!
Instant, more than just a job:
- Competitive Salary - We commit to paying globally competitive salaries to our incredible team
- Equity in the company - Nobody is a renter. Everyone is an owner, having equity in the company so we can all benefit from our hard work and future success
- Leave per year - 20 days of PTO, 11 Federal Holidays and 2 weeks of PTO, Instant also ensures the end of year shutdown (across Christmas and New Year) is a fully paid break
- Health Insurance - 100% covered by Instant
- A-Player Team - A-players want to work with A-players, and hence we take our team and talent very seriously. We work hard, stay focused on the things that matter, and celebrate the wins
- Company Off-sites - We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead
- Flexible Home vs Office - Instant prioritises the value, creativity and energy of being together in person, based in our newly opened offices in Sydney or New York. We have a flexible balance, and work from home 2 days per week
- Company Socials - We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team! Previously we have done Axe Throwing, Bowling and even Surfing together… just to name a few!
- Tools - You’ll receive all new equipment including a MacBook Pro, monitor, and accessories