Customer Success Manager, Sydney
Instant
Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on May 4, 2025
Customer Success Manager, Sydney
Team
Marketing
Location
Sydney • Australia
Instant seeks a customer obsessed Success Manager to support our customers.
We are looking for a highly ambitious and customer-obsessed Customer Success Manager to join our team. In this role, you will be a strategic growth partner to eCommerce brands, ensuring they unlock revenue, increase retention, and maximise their investment using our technology. This isn’t just a support role - it’s a revenue-driving, strategic customer partnership role.
What you’ll do at Instant:
Own the onboarding process - getting customers live quickly and efficiently
Ensure a seamless handover from Sales, setting clear expectations for both customers and internal teams
Build consultative relationships with customers, ensuring they continuously see value in Instant
Conduct regular check-ins and strategic business reviews, using data to highlight wins and opportunities
Bring best practices and digital marketing guidance to customers to drive higher ROI
Identify opportunities for additional product adoption and drive account growth
Educate customers on new features, ensuring they maximize the full potential of Instant
Use data-backed storytelling to drive pricing and expansion conversations
Partner with Sales to support upsell and cross-sell initiatives, reinforcing the measurable impact of Instant
Maintain impeccable CRM hygiene, ensuring customer health and engagement are always up-to-date
Be the voice of the customer - analyse pain points, showcase success stories, and use data to drive decision-making across the business
We'd love to hear from you if you have:
Experience in Customer Success, Account Management, or a similar customer-facing role
Strong analytical and problem-solving skills, with the ability to leverage data to drive customer decisions
Proven ability to drive product adoption and revenue expansion
Excellent communication and relationship-building skills
Thrives in a fast-paced, high-growth environment
Passionate about customer success and maximizing customer value
What Success Looks Like:
Rapid activation – Customers onboard and see value within weeks, not months
High retention & satisfaction – Measured through logo & revenue retention, CSAT, and NPS
Revenue expansion – Customers adopt more features and grow their investment in Instant
Data-driven impact – Customers clearly understand the ROI of Instant and see quantifiable business improvements
Customer obsession – You understand our customers and product deeply, driving a customer-first culture across the business
Your First 30 Days:
Week 1: Shadow experienced CSMs to understand customer workflows and best practices
Week 2: Own your first activation, guiding a customer from onboarding to full launch
By Day 30: Successfully drive at least 10 customers live while building relationships and identifying expansion opportunities
Life @ Instant
💸 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.
🎒 Company Offsites
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.
💚 Additional leave per year
In addition to the standard 4 weeks of leave per year, Instant also ensures the end of year shutdown (across Christmas and New Year) is a fully paid break.
💻 Tools
You’ll receive all new equipment including a MacBook Pro, monitor, and accessories.
🌇 Office Collaboration
Instant prioritises the value and energy of being together in person, based in our newly opened offices in Sydney or Flatiron, New York. We have a flexible balance, and work from home 2 days per week.
🇺🇸 Health Insurance
Health and high-quality medical insurance for our United States based employees.
🚀 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 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’ve done Axe Throwing, Bowling, Go-Karting and even Surfing together… just to name a few.
🌱 Visa Sponsorship
We get it, it’s an arduous process, but we’re not scared of it. Instant has sponsored many visas for top notch talent to date.
