Customer Success Manager | Hospitality Tech SaaS | Melbourne (Hybrid) | $150-160k OTE

Own the full customer journey — onboarding, adoption, and renewals — for a portfolio of enterprise hospitality accounts, some representing hundreds of individual properties.

About the opportunity

We're a fast-growing SaaS company in the hospitality technology space, trusted by 200+ enterprise clients representing roughly 5,000 properties globally (including several global hotel groups). Our platform helps hospitality operators train and upskill front-line staff at scale, and we're investing heavily in AI-driven health scoring and adoption tools as our Customer Success function matures.

This is an individual-contributor CSM role reporting into our Customer Success lead, working alongside 3 other CSMs. You'll manage a book of 30–50 mid-market and enterprise accounts — many spanning multiple properties or regional clusters — through onboarding (typically 1–3 months) and into ongoing account management.

What you'll own

- Full lifecycle account management: onboarding, adoption strategy, QBRs, and renewals for Tier 3 accounts (up to ~$20–30k ARR)
- Multi-threading relationships across L&D;, HR, and Operations stakeholders (with occasional C-suite exposure) — typically 4–5 stakeholders per account
- Proactive risk identification and churn prevention — flagging issues early rather than reacting to them




- Driving platform adoption and engagement using account health data in Salesforce
- Building and executing account growth plans, working closely with Sales Directors on larger renewals

What we're looking for Must-haves:

- 3+ years in a Customer Success role within SaaS, with genuine 360° ownership (onboarding through to renewal)
- Robust communicator across all levels, including senior/C-suite stakeholders
- Comfortable working in Salesforce as your primary CRM
- Proactive and process-driven — you identify the next best action rather than waiting to be told
- Experience with mid-market/enterprise B2B accounts involving multiple stakeholders and multi-site or franchise-style structures

Nice-to-haves:
- Hospitality industry experience
- Exposure to Gong and/or Intercom

Why join now This is a genuinely exciting inflection point — our previous CS leadership has moved on, creating real scope for an experienced CSM to help shape retention strategy, health scoring, and account prioritisation as the function is rebuilt. You'll get exposure to large, high-profile multi-site accounts, a flexible and autonomy-first culture, and a growing travel budget to meet clients face-to-face.

Details

- Location: Melbourne (Queen Street) — hybrid, 1 day/week in-office
- Salary: $120k–$130k base + super, OTE $150k–$160k (variable tied to renewals and multi-year contract extensions)
- T&E; budget provided for client visits

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