Job Description

Join a rapid-growing team and make a real difference for thousands of Australian businesses - keeping them engaged, supported, and growing!

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- Direct impact on retention and revenue growth
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- Clear career pathways and growth opportunities for the right candidate
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- High autonomy - trusted to own your patch from day one
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About this role

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This role sits within our Customer Success team and reports directly to our Head of Customer Success. It's a newly created position built for someone who thrives on volume, variety, and the satisfaction of turning a difficult conversation into a win.

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You'll own a portfolio of volume customers across all the Citation Group brands - proactively reaching out at scale to retain clients, uncover cross-sell and upsell opportunities, and handle cancellation conversations with confidence and care. This isn't a 1:1 account management role - it's about working smart, identifying the right clients to engage at the right time, and creating real value across a large base.

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What you'll be responsible for?

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- Proactively engaging volume customers via phone and written outreach to drive retention and identify cross-sell/upsell opportunities
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- Managing and turning around cancellation conversations - knowing when to escape and when to take ownership
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- Segmenting the client base to prioritise outreach and focus effort where it matters most
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- Collaborating with team members, and other internal teams to deliver value at scale (think webinars, campaigns, enablement)
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- Building and refining outreach cadences and call scripts as this function takes shape
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Who we're looking for

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You're confident on the phone, comfortable with difficult conversations, and you back yourself to find a way through. You don't wait to be handed a script - you take initiative and look for ways to make your work better. Beyond that, here's what will set you up for success:

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- Experience in phone-based sales, junior BDM,



or customer success - you're not afraid of volume outreach
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- Strong written and verbal communication - you know how to adapt your style to the person on the other end
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- Background in HR tech, payroll SaaS, or B2B software - ideally, you understand the world our clients operate in
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- Comfortable being uncomfortable - resilient, self-motivated, and genuinely hungry to grow
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- Familiarity with Salesforce or similar CRM tools - bonus points for Monday.com experience
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- A team-first attitude with the accountability to own your patch and the ambition to grow beyond it
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We're not your average employer - we've been named an Employer of Choice for 9 years running, and we're proud of the culture that earned us that. Here's what you can actually expect:

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Flexible working, genuinely. Hybrid across Sydney, Melbourne, or Brisbane - at least 2 days in office.

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Competitive salary + benefits.

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Parental leave up to 12 weeks paid - because family comes first.

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Birthday leave because nobody should work on their birthday. Full stop.

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Volunteer day leave to give back to causes you care about.

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Reward & recognition that goes big - yes, including trips to Bali. Just sayin'.

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Real growth - we're tripling in size. Your ceiling is high.

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High trust culture - we back our people and get out of their way

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About Citation Group?

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At Citation Group we bring together real-world HR, Safety, Legal and Certification expertise along with adaptable workforce management and payroll technology - helping businesses run with confidence every day.

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We're growing fast, dreaming big, and doing good things for businesses across Australia, New Zealand, Canada and the UK. Backed by a UK-based Private Equity parent, we're on track to triple the size of the business over the next few years - and we want brilliant people along for the ride.

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Find out more at www.citationgroup.com.au

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Applicants must have full legal rights to work in Australia with no restrictions.

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📌 Customer Success Specialist (New South Wales)
🏢 Citation Group
📍 New South Wales