Join a fast-growing team and make a real difference for thousands of Australian businesses-keeping them engaged, supported, and growing!
Direct impact on retention and revenue growth
Clear career pathways and growthopportunitiesfor the right candidate
High autonomy-trusted to own your patch from day one
Customer Engagement Specialist
Join a fast-growing team and make a real difference for thousands of Australian businesses-keeping them engaged, supported, and growing!
Direct impact on retention and revenue growth
Clear career pathways and growthopportunitiesfor the right candidate
High autonomy-trusted to own your patch from day one
About this role
This role sits within our Customer Success team and reportsdirectlytoourHead of Customer Success.It'sa newly created position built for someone who thrives on volume, variety, and the satisfaction of turning a difficult conversation into a win.
You'llown a portfolio of volume customers acrossall theCitationGroup brands-proactively reaching out at scale toretainclients, uncover cross-sell and upsell opportunities, and handle cancellation conversations with confidence and care.
Thisisn'ta 1:1 account management role-it'sabout working smart,identifyingthe right clients to engage at the right time, and creating real value across a large base.
Proactively engaging volume customers via phone and written outreach to drive retention andidentifycross-sell/upsell opportunities
Managing and turning around cancellation conversations-knowing when to escalate and when to take ownership




Segmenting the client base to prioritise outreach and focus effort where it matters most
Collaborating withteam members, and other internal teams to deliver value at scale (think webinars, campaigns, enablement)
Building and refining outreach cadences and call scripts as this function takes shape
Whowe'relooking for
You'reconfident on the phone, comfortable with difficult conversations, andyouback yourself to find a way through. Youdon'twait to be handed a script-you take initiative and look for ways to make your work better. Beyond that,here'swhat will set you up for success:
Experience in phone-based sales, junior BDM, or customer success-you'renot afraid of volume outreach
Robust written and verbal communication-you know how to adapt your style to the person on the other end
Background in HR tech, payroll SaaS, or B2B software-ideally, you understand the world our clientsoperatein
Comfortable being uncomfortable-resilient, self-motivated, and genuinely hungry to grow
Familiarity with Salesforce or similar CRM tools-bonus points for Monday.com experience
A team-first attitude with the accountability to own your patch and the ambition to grow beyond it
Why joinCitation Group?




We'renot your average employer-we'vebeen named an Employer of Choice for 9 years running, andwe'reproud of the culture that earned us that.Here'swhat you canactually expect:
Flexibleworking, genuinely. Hybrid across Sydney, Melbourne, or Brisbane-at least 2 days in office.
Competitivesalary + benefits.
Parentalleave up to 12 weeks paid-because family comes first.
Birthdayleave because nobody should work on their birthday. Full stop.
Volunteerday leave to give back to causes you care about.
Reward& recognition that goes big-yes, including trips to Bali. Justsayin'.
Realgrowth-we'retripling in size. Your ceiling is high.
Hightrust culture-we back our people and get out of their way
AboutCitation Group?
At Citation Group we bring together real-world HR, Safety, Legal and Certificationexpertisealong with adaptable workforce management and payroll technology-helping businesses run with confidence every day.
We'regrowing fast, dreaming big, and doing good things for businesses across Australia, New Zealand,Canadaand the UK. Backed by a UK-based Private Equity parent,we'reon track to triple the size of the business over the next few years-and we want brilliant people along for the ride.
Find out more
Next steps?
Hit theApply button with your updatedCV.
Applicants must havefull legal rights to work in Australia with no restrictions.
Be careful - Don't provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .
#J-*****-Ljbffr

📌 Customer Engagement Specialist (Sydney)
🏢 Citation Group
📍 Sydney