Help Clients Build Outstanding Digital Products With Clarity and Confidence

If you’re someone who enjoys working closely with clients, simplifying complex ideas, guiding people through decisions, and ensuring projects run smoothly from design through delivery, you’ll feel right at home here.

At EB Pearls, every project you support helps a founder launch an idea, a business modernise its operations, or an organisation scale with confidence. This is customer success with purpose — and you’ll do it alongside experienced designers, engineers, and delivery leaders who take real pride in their craft.

About EB Pearls

EB Pearls is one of Australia’s most trusted digital product partners, with more than 20 years of delivery experience, including:

- 100+ AI Tools
- 900+ custom apps
- 70+ award-winning solutions

We operate with a strong focus on clarity, quality, evidence-based engineering, and predictable delivery.

Our culture values collaboration, ownership, high standards, and genuine care for both our clients and for one another.

If you thrive in a structured, supportive environment and want to help guide clients through the creation of high-quality digital products, you’ll feel strongly aligned here.

The Role: Customer Success Associate

As a Customer Success Associate, you will be a core part of our Delivery Pod, working closely with:

- UX/UI Designers
- Engineering Managers
- Developers
- Client Stakeholders
- Product & Business Analysts

You’ll help clients move from initial idea to design to development readiness with clarity and confidence. Your role is a blend of client communication, design workflow coordination, documentation, quality oversight, and ensuring alignment across all parties in the delivery process.

What You’ll Do Day-to-Day

Your responsibility is to ensure clients feel supported and informed, and that the internal teams have everything they need to deliver smoothly. You will:

- Lead and support client workshops focused on UX/UI discovery
- Coordinate design tasks, timelines and priorities
- Review design deliverables before client presentation
- Present screens and gather structured client feedback
- Ensure alignment across designers, developers and engineering leaders
- Assist in preparing documentation, scope notes and case studies
- Track tasks and progress using tools such as JIRA and HubSpot




- Support handover from design to development with clarity and structure
- Monitor project health and escalate risks when needed
- Help maintain predictable, smooth project flow

This role suits people who enjoy communication, structure, design processes, and ensuring that nothing falls through the cracks.

What You’ll Bring

You don’t need to be a designer or developer — but you do need:

- Strong client-facing communication and presentation skills
- A solid understanding of UX/UI fundamentals (full training provided)
- Confidence in managing tasks, timelines, and multiple stakeholders
- Good judgment and problem-solving ability
- Discipline with process and documentation
- Curiosity about digital products and how they are built
- Comfort using tools such as Figma, JIRA, HubSpot and Google Workspace

Ideal experience is 3+ years in customer success, coordination, project support, digital delivery, or a similar client-facing environment.

What Success Looks Like

✔️ Confidently lead design workshops with clients

✔️ Maintain organised Hubspot and JIRA boards and deliverables

✔️ Facilitate clear, accurate communication between clients and internal teams

✔️ Present high-quality UX/UI outputs for client review

✔️ Support the design → development handoff with clarity

✔️ Escalate risks early and proactively

✔️ Document decisions, requirements, and updates consistently

✔️ Build strong, positive relationships internally and externally

We provide the structure and coaching so you know exactly how to succeed.

Why This Role Matters

Clients judge EB Pearls heavily on clarity, communication, and confidence in the early stages.

A great Customer Success Associate ensures:

- Clients feel supported and listened to
- Designers stay focused and efficient
- Developers receive complete and unambiguous requirements
- Projects avoid rework, uncertainty, or ambiguity




- Delivery remains predictable and professional

You’re the connective tissue between vision, design, and development. What Our Team Members Love About This Role

"I get exposure to designers, developers, delivery, and clients all at once. It’s the best learning environment I’ve experienced."

"The process is structured. I always know what needs to happen next."

"There’s real support — I never feel like I’m managing a client alone."

"I can see exactly how my work helps the team and the client succeed."

This is what real day-to-day support feels like at EB Pearls.

Why Join EB Pearls Now

- Strong delivery frameworks and clear processes
- Supportive engineering and design teams
- Genuine career development into multiple roles within EB Pearls
- A culture that values clarity, ownership, and teamwork
- Leadership that is present, accessible, and invested in your growth

It’s the right moment to step into a team with genuine momentum. Training & Development

You’ll receive

- A structured 90-day onboarding plan
- Company values + culture workshop
- Deep training in our delivery, design, and development processes
- Shadowing senior designers, PMs, and engineering leads
- Weekly coaching on communication, facilitation, and documentation
- Cross-functional exposure across product, design, engineering and QA
- Ongoing career development workshops and resources

We’re committed to developing strong, confident, commercially sharp salespeople.

Compensation

We offer a competitive salary aligned with experience and capability.

We reward performance fairly, transparently, and predictably. Exact details are provided during the interview process.

This Role Might Not Be the Right Fit If…

- You prefer unstructured environments
- You’re unsure about a long-term career in product development
- You dislike documentation or process discipline
- You avoid direct communication with clients
- You are uncomfortable coordinating multiple stakeholders
- You prefer purely technical or purely creative work

Ready to Support Clients in Building Exceptional Digital Products?

If you’re thoughtful, organised, and excited to be the link between clients, designers and developers — we’d love to meet you.

Apply now with a brief note on why this role resonates with you.

📌 Customer Success Associate (Sydney)
🏢 EB Pearls
📍 Sydney