Wanted: Customer Success Manager for Australia's Fastest Growing Digital Agency
Dear Retention Warrior, If you've been searching through countless lifeless job listings on Seek...
Almost slipping into a deep coma from the "We're looking for a highly experienced Customer Success Manager... blah blah blah" job adverts...
And you're looking for an exciting opportunity to join the fastest growing digital agency in the country...
Then this will be the most important job listing you ever read.
Firstly... stop what you're doing and watch this - Okay let's continue...
We are a full-service digital marketing agency that is growing FAST!
For the last three years, we've been ranked as the fastest-growing digital agency...
And the 17th fastest growing company in the country by The Australian Financial Review...
We're a world-class herd of digital strategists, direct response marketers, designers, growth hackers and developers, banded together to help our clients reach their growth goals.
And this is just one of the reasons we've been named as one of the BEST PLACES TO WORK in Australia & New Zealand by AFR and one of the Top 100 Coolest Companies in Australia by Anthill Magazine.
Look, the list goes on and on... because we've seriously won more awards than you can shake a stick at.
What You'll Do
Lead the Digital Growth Strategist team day to day - regular one‐on‐ones, transparent performance and communication standards, and feedback that actually lands
Be the first port of call on process, contractual (Terms of Service, Performance Guarantees) and billing questions - resolving what you can and escalating only the genuinely novel or high‐risk
Own client escalations end to end: run the internal retention discussion, jump on the client call, coordinate the fix,



and monitor the NPS feedback that follows
Host the team's retention meetings - review and approve retention plans, and make sure the next steps are documented and actually happen
Spot the patterns behind escalations, churn risk and team issues, and work with the Head of DGS to fix root causes instead of the same fire twice a month
Support strategists to diagnose campaign performance issues, pulling in SEO, Paid Search, Paid Social and CRO as needed
Run the team's rhythm - campaign reviews, cross‐department updates, the lot
Own team capacity and workload allocation, flagging resourcing risk early rather than when it's already on fire
Onboard and train new Digital Growth Strategists, and build the team's capability to handle routine issues without you
Hunt down upsell opportunities in the existing client base and help strategists turn strong performance into expanded scope
Keep our processes and documentation sharp enough to survive staff changeover
Work across departments to unblock anything getting in the way of the client experience
What You'll Be Measured On
Team Performance: Strategists who are supported, held to standard, and getting better month on month
Client Retention: Fewer avoidable cancellations, and retention plans that get executed
Escalation Health: Issues resolved at your level, not bounced up - and recurring issues that stop recurring
Client Sentiment: NPS and client feedback moving in the right direction
Revenue Growth: Upsell opportunities identified and converted within the existing base
What You'll Need To Bring To The Table
Team Leadership: Proven experience leading a client‐facing team in a digital marketing, agency or professional services environment
Marketing Fluency: Strong working knowledge across SEO, Paid Search, Paid Social and CR
#J-*****-Ljbffr

📌 Customer Success Manager (Melbourne)
🏢 King Kong
📍 Melbourne