Job Description
Wanted: Customer Success Manager for Australia's Fastest Growing Digital Agency
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Dear Retention Warrior,
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If you've been searching through countless lifeless job listings on Seek...
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Almost slipping into a deep coma from the "We're looking for a highly experienced Customer Success Manager... blah blah blah" job adverts...
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And you're looking for an exciting prospect to join the fastest growing digital agency in the country...
n
Then this will be the most important job listing you ever read.
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Firstly... stop what you're doing and watch this -

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Okay let's continue...
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We are a full-service digital marketing agency that is growing FAST!
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For the last three years, we've been ranked as the fastest-growing digital agency...
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And the 17th fastest growing company in the country by The Australian Financial Review...
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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.
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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.
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Look, the list goes on and on... because we've seriously won more awards than you can shake a stick at.
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Now here's the thing.
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Our Digital Growth Strategists are the people our clients call when it matters. They're sharp, they're hungry, and they carry a lot on their shoulders.
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What they need is someone in their corner. Every single day.
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Someone who's been in the trenches. Who's had the hard client conversation and come out the other side with the account intact. Who can look at a struggling campaign and know whether it's a strategy problem, a delivery problem, or a client-expectation problem - and knows exactly who to call for each one.
n
That's the role.
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You'll sit between the Head of Digital Growth Strategy and the DGS team as their first point of contact, coach, and cover. Process questions, contract queries, billing curveballs, cranky clients at 4:55pm on a Friday - they come to you, and you have the authority to actually solve them.
n
Not "escalate them upwards and hope." Solve them.
n
This is not a message-relay job. It's a decision-making job. If your instinct is to forward the problem, this isn't for you. If your instinct is to establish the facts, form a view and drive it to resolution, keep reading.
n
Do it well and three things happen: the team is genuinely well led, our clients get the follow-through they were promised, and our Head of DGS gets to work ON the business instead of IN it.
n
And as the role and the team mature, there's real room for this to grow into something much bigger.
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What You'll Do
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Lead the Digital Growth Strategist team day to day - regular one-on-ones, clear performance and communication standards, and feedback that actually lands
n
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
n
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
n
Host the team's retention meetings - review and approve retention plans, and make sure the next steps are documented and actually happen
n
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
n
Support strategists to diagnose campaign performance issues, pulling in SEO, Paid Search, Paid Social and CRO as needed
n
Run the team's rhythm - campaign reviews, cross-department updates, the lot
n
Own team capacity and workload allocation, flagging resourcing risk early rather than when it's already on fire
n
Onboard and train new Digital Growth Strategists,



and build the team's capability to handle routine issues without you
n
Hunt down upsell opportunities in the existing client base and help strategists turn strong performance into expanded scope
n
Keep our processes and documentation sharp enough to survive staff changeover
n
Work across departments to unblock anything getting in the way of the client experience
n
n
What You'll Be Measured On
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Team Performance: Strategists who are supported, held to standard, and getting better month on month
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Client Retention: Fewer avoidable cancellations, and retention plans that get executed
n
Escalation Health: Issues resolved at your level, not bounced up - and recurring issues that stop recurring
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Client Sentiment: NPS and client feedback moving in the right direction
n
Revenue Growth: Upsell opportunities identified and converted within the existing base
n
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Wanted: Customer Success Manager for Australia's Fastest Growing Digital Agency
n
Dear Retention Warrior,
n
If you've been searching through countless lifeless job listings on Seek...
n
Almost slipping into a deep coma from the "We're looking for a highly experienced Customer Success Manager... blah blah blah" job adverts...
n
And you're looking for an exciting opportunity to join the fastest growing digital agency in the country...
n
Then this will be the most important job listing you ever read.
n
Firstly... stop what you're doing and watch this -

n
Okay let's continue...
n
We are a full-service digital marketing agency that is growing FAST!
n
For the last three years, we've been ranked as the fastest-growing digital agency...
n
And the 17th fastest growing company in the country by The Australian Financial Review...
n
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.
n
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.
n
Look, the list goes on and on... because we've seriously won more awards than you can shake a stick at.
n
Now here's the thing.
n
Our Digital Growth Strategists are the people our clients call when it matters. They're sharp, they're hungry, and they carry a lot on their shoulders.
n
What they need is someone in their corner. Every single day.
n
Someone who's been in the trenches. Who's had the hard client conversation and come out the other side with the account intact. Who can look at a struggling campaign and know whether it's a strategy problem, a delivery problem, or a client-expectation problem - and knows exactly who to call for each one.
n
That's the role.
n
You'll sit between the Head of Digital Growth Strategy and the DGS team as their first point of contact, coach, and cover. Process questions, contract queries, billing curveballs, cranky clients at 4:55pm on a Friday - they come to you, and you have the authority to actually solve them.
n
Not "escalate them upwards and hope." Solve them.
n
This is not a message-relay job. It's a decision-making job. If your instinct is to forward the problem, this isn't for you. If your instinct is to establish the facts, form a view and drive it to resolution, keep reading.
n
Do it well and three things happen: the team is genuinely well led, our clients get the follow-through they were promised, and our Head of DGS gets to work ON the business instead of IN it.
n
And as the role and the team mature, there's real room for this to grow into something much bigger.
n
What You'll Do
n
n




Lead the Digital Growth Strategist team day to day - regular one-on-ones, clear performance and communication standards, and feedback that actually lands
n
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
n
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
n
Host the team's retention meetings - review and approve retention plans, and make sure the next steps are documented and actually happen
n
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
n
Support strategists to diagnose campaign performance issues, pulling in SEO, Paid Search, Paid Social and CRO as needed
n
Run the team's rhythm - campaign reviews, cross-department updates, the lot
n
Own team capacity and workload allocation, flagging resourcing risk early rather than when it's already on fire
n
Onboard and train new Digital Growth Strategists, and build the team's capability to handle routine issues without you
n
Hunt down upsell opportunities in the existing client base and help strategists turn strong performance into expanded scope
n
Keep our processes and documentation sharp enough to survive staff changeover
n
Work across departments to unblock anything getting in the way of the client experience
n
n
What You'll Be Measured On
n
n
Team Performance: Strategists who are supported, held to standard, and getting better month on month
n
Client Retention: Fewer avoidable cancellations, and retention plans that get executed
n
Escalation Health: Issues resolved at your level, not bounced up - and recurring issues that stop recurring
n
Client Sentiment: NPS and client feedback moving in the right direction
n
Revenue Growth: Upsell opportunities identified and converted within the existing base
n
n
Requirements
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What You'll Need To Bring To The Table
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Team Leadership: Proven experience leading a client-facing team in a digital marketing, agency or professional services environment
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Marketing Fluency: Strong working knowledge across SEO, Paid Search, Paid Social and CRO - enough to hold your own with specialists, strategists and clients. You don't need to build the campaign, but you need to know when something's off
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Performance Management: You address issues early, give clear feedback, and follow through on agreed actions
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Stakeholder Muscle: A track record of getting outcomes out of people who don't report to you
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Judgement: You know the difference between what you should handle and what genuinely needs escalating - and you get it right most of the time
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Problem-Solving: You investigate, establish the facts and bring a recommendation. Not just a problem with a bow on it
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Conflict Resolution: Calm, credible and clear when a client is unhappy
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Organisation: Recurring processes run reliably because you run them reliably
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Bonus points: You've built or formalised a team support structure before, in a business that was scaling underneath you
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Benefits
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The juicy part:
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Generous salary - we want Australia's best talent and reward as such
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Extensive training and full support - we take training very seriously and will provide you with the industry's very best training, giving you the knowledge and confidence needed for greatness
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Amazing growth prospects and upward mobility in our fast-paced agency
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INSANE events - You name it and we've probably done it
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Company trips away - such as glamping, Bali & Thailand
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Birthday leave - because you deserve it
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Two days work from home - because sometimes you just want to wear your comfy pants and slippers
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Jaw-dropping headquarters in South Yarra (just off Chapel St.) is close to cafes and public transport
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📌 Customer Success Manager (Victoria)
🏢 KingKong
📍 Victoria