Job Description
About Affinda
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nAffinda is building the world's leading agentic AI platform for process automation, enabling organisations to automate any document workflow with 99%+ accuracy.n
nAffinda's platform combines advanced language models, retrieval-augmented generation, and configurable agent workflows to turn unstructured information into actionable data at scale. It supports 56 languages and integrates seamlessly with 400+ enterprise systems, allowing organisations across any industry, use case and geography to augment, rather than replace, their existing systems.n
nWe are growing at 100% year-on-year, have 2,000+ customers globally and a team of ~100 people in 10 countries. Our ambition is to become the global standard for intelligent document automation - the infrastructure that sits behind every company that needs to understand what's in their documents.n
The Role
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nReporting to the General Manager in Melbourne, you will own the full post-sale customer journey – from initial implementation through to at-scale production usage - from choice to scale, ensuring customers successfully adopt Affinda and ramp up to their expected processing volumes, where revenue is realised.n
What makes this role compelling:
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AI frontier
: develop deep expertise in how enterprises adopt and scale agentic AI - one of the most valuable skillsets in tech right now.
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End-to-end ownership
: own the full customer journey after the sale - implementation, services, account management, renewals, and support.
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Direct revenue impact
: customer processing volumes drive our revenue. Your work accelerating adoption has measurable commercial impact.
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Build the playbook
: design scalable customer success motions from the ground up, not just operate existing ones.
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Well-capitalised, global business
: join a rapidly growing AI company with a strong balance sheet and global footprint.
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You will:
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Drive implementation to at-scale production - run kick-offs, success plans, and implementation governance to ramp customers to expected processing volumes
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Coordinate internal teams (product, engineering, support) and customer stakeholders to remove blockers, manage timelines, and drive adoption
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Key customer relationship owner for services delivery, track and manage the resources required to deliver services to required quality and timelines
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Own relationships with high-value customers and executive stakeholders and run Recurring check-ins and business reviews to identify opportunities
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Manage renewals and drive renewal automation and CRM hygiene including timelines, risk identification, negotiation support, paperwork, forecasting
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Lead and improve the customer support function (team management, escalations, process, SLAs, reporting)
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Ensure the support motion and the CS motion work cleanly together (handoffs, escalation paths, root-cause loops)
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What you'll bring:
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7+ years of post-sale experience in B2B SaaS, spanning implementation, adoption, renewals and stakeholder management
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Strong project delivery instincts: scoping, milestones, risk management, change control
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Commercial competence: comfortable with change orders, contracts, renewal negotiation process, and working with finance/legal
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Team leadership experience (or clear readiness) for managing a small team
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Able to work with technical products and technical customer teams (integrations, data flows, production readiness)
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Compensation & location
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nCompensation:n
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Final package is negotiable based on skills and experience
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Location:n
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Must be based in Melbourne, Australia
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Versatile working arrangements with regular in-person collaboration
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How to apply
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nPlease submit your CV and a cover letter in PDF format.n
nWe're committed to fostering an inclusive workplace and welcome applications from all qualified individuals. We do not respond to unsolicited contact from recruitment agencies.n
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📌 Affinda Customer Success Lead (Melbourne)
🏢 Affinda Group
📍 Melbourne