**We are open to this role being based in Melbourne or Sydney.**

At Ideally, we’re not just building a product, we’re disrupting an industry. Our platform helps brands, marketers, and innovation teams bring the voice of the consumer into the earliest stages of their ideas, building confidence and momentum in their work. By enabling quick testing and iteration, we empower brands to move faster, reduce risk, and deliver ideas with impact.

Some of our clients include brands like Asahi, Google, Afterpay, Dentsu, and Frucor, we’re proud to be one of New Zealand’s fastest-growing start-ups, recently named Marketing Technology of the Year (2024) by both Mumbrella and B&T.;

With offices in Auckland, Sydney, Melbourne, and plans for the US in 2025, we’re on a mission to take Ideally global.

The difference you’ll make

At Ideally, you’ll step into a high-growth SaaS business that’s shaking up the market research and consumer insights space.

We’re looking for a Customer Success Manager gun to join us at Ideally. Someone who has a love and curiosity for helping customers achieve their goals.

You will play a pivotal role in solving enterprise client problems and helping them use the platform to grow their ideas – whether new product development (NPD), marketing campaigns, or improve existing products in market and grow in category. Another way to think of this role is being an “Ideas Champion” for our customers – finding potential and possibility in ideas and helping bring great ideas to life.

You will be responsible for onboarding new clients, driving upsell opportunities, managing renewals, as well as ongoing account management. Additionally, you will have a curious mind for marketing, jump in to build a thriving community within the ideas and innovation world, including supporting events, content, creative customer touch points, as well as collaborating closely with our Sales, Research and Strategic Client Partner teams to drive success for our customers.

What you’ll do

- Be a Strategic Partner – Guide enterprise clients to success by proactively offering tailored solutions and best practices to help them achieve their goals within the platform.
- Lead Seamless Onboarding – Ensure new clients experience a smooth, high-value transition onto the platform, helping them unlock their full potential for innovation, product development, and marketing.
- Drive Growth & Expansion – Identify new opportunities to solve client challenges and expand adoption within their organization—whether through upselling, renewals, or broader team enablement. (A strong marketing mindset will be a big advantage here!)
- Foster Engagement & Thought Leadership – Help shape and execute initiatives that empower customers, from content creation and community‑building to customer events and strategic activations that create “wow” moments.
- Collaborate Cross‑Functionally – Work closely with Sales, Strategic Client Partners, and Research teams to uncover upsell opportunities and provide impactful solutions tailored to customer needs.

What we’re looking for

- Trusted relationship builder – You excel at building strong, strategic partnerships with enterprise clients, ensuring long‑term retention and growth.
- Clear and persuasive communicator – You can distill complex ideas into compelling insights, engaging stakeholders across all levels with confidence.
- Organized and data‑driven – You thrive in managing multiple accounts, using data to drive engagement, credit usage, and expansion opportunities.
- Tech‑savvy and SaaS‑proficient – You’re experienced with customer success tools like HubSpot, Salesforce, or Vitally and understand SaaS growth and retention strategies.
- Proactive problem solver and collaborator – You anticipate challenges before they arise, take a strategic approach to solutions, and work cross‑functionally to maximize customer success.

Nice to haves

- Experience within marketing, research, innovation or product development environments is desired. Basically, you can hit the ground running to help clients with their ideas.
- Bachelor’s degree in a related field (Marketing, Business, or similar).

Scale with Impact: Be part of Ideally’s incredible growth trajectory, recently named one of NZ’s fastest growing SaaS companies and winner of two marketing technology awards in 2024.

Lead Innovation: Build a research platform that empowers brand marketers, agencies and insight teams, and rivals industry giants.

Growth Environment: Join a dynamic team where your contributions directly influence success – we strongly believe your growth is our growth.

Something Extra: Enjoy additional perks including Ideally’s gifted day‑off on your Birthday, competitive salaries for the startup landscape with generous ESOP included, and access to global collaboration hubs across AU and NZ.

Celebrate Success: Join a team that values recognition, collaboration and having fun along the way!

Make your mark

Excited to shape the future of a high‑growth SaaS company and drive bold marketing strategies?

We’re an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where everyone can thrive. So if you’re passionate about innovation, storytelling, and building something extraordinary – we can’t wait to meet you.

ResearchMaster Pty Ltd is a technology business that provides a fully integrated, research management system to higher education and private research institutions throughout Australia and New Zealand. The product has been designed, developed and is maintained and supported completely from offices in Melbourne.

About the job:

• An exciting opportunity to join as a Customer Success Manager and work as an interface between the market and the ResearchMaster team, representing ‘the voice’ of the customer and aligning the product with emerging trends, influences and industry expectations.

• Build and maintain an advanced knowledge of the ResearchMaster Enterprise (RME) software application and provide technical leadership in relation to the Research Office suite inside ResearchMaster

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Ownership of and responding to client and prospect RFx notices as part of the ResearchMaster Client Team

• Build and maintain professional relationships with the RM client base and RM team through communication of product specific advice, leadership and knowledge transfer

• Assist with the facilitation of client engagement activities

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Prepare business cases, internal recommendations and roadmaps of Research Office product changes, enhancements or new developments.

• Establish collaborations and pre‑commitments for new RME products, opportunities and enhancements with industry

• Coordinate and manage the launch of any new RME products where relevant,



working with internal stakeholders to prepare comprehensive promotional plans, with defined distribution channels that include appropriate promotional and marketing messages and proactively promotes RME to customers, social media and the press

• Other duties as may be required from time to time

What you’ll need to succeed:

• A relevant tertiary degree or equivalent practical experience

• Minimum 2+ years of experience in a Client Service/ Account Management/ Customer Success role

• Demonstrated ability to deliver excellent client account service

• Proven experience in achieving set goals and completing set projects in a given timeframe

• Familiarity with windows user interface design

• Knowledge and familiarity with Microsoft operating systems

• Knowledge of relational databases (Oracle and SQL Server) and the research and development sector is highly desirable

• Proven experience working in software development/ implementation and/or working in a project environment would be advantageous

What you’ll bring to the role:

• Commitment to the highest standards of client account service

• Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English to a wide audience

• Ability to listen and extract key information from clients and co‑workers in order to accurately resolve or elevate issues

• Ability to respond thoughtfully and appropriately in all situations to all audiences

• Ability to learn quickly in a process driven environment

• Ability to work autonomously

• High attention to detail

• Experience in representing a business at industry forums would be advantageous

• Knowledge of or experience working in the Australian education and/or research sectors would be advantageous

What’s next?

We’re looking for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

We look for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

We’re an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where everyone can thrive. So if you’re passionate about innovation, storytelling, and building something extraordinary – we can’t wait to meet you.

ResearchMaster Pty Ltd is a technology business that provides a fully integrated, research management system to higher education and private research institutions throughout Australia and New Zealand. The product has been designed, developed and is maintained and supported completely from offices in Melbourne.

About the job:

• An exciting opportunity to join as a Customer Success Manager and work as an interface between the market and the ResearchMaster team, representing ‘the voice’ of the customer and aligning the product with emerging trends, influences and industry expectations.

• Build and maintain an advanced knowledge of the ResearchMaster Enterprise (RME) software application and provide technical leadership in relation to the Research Office suite inside ResearchMaster

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Ownership of and responding to client and prospect RFx notices as part of the ResearchMaster Client Team

• Build and maintain professional relationships with the RM client base and RM team through communication of product specific advice, leadership and knowledge transfer

• Assist with the facilitation of client engagement activities

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Prepare business cases, internal recommendations and roadmaps of Research Office product changes, enhancements or new developments.

• Establish collaborations and pre‑commitments for new RME products, opportunities and enhancements with industry

• Coordinate and manage the launch of any recent RME products where relevant, working with internal stakeholders to prepare comprehensive promotional plans, with defined distribution channels that include appropriate promotional and marketing messages and proactively promotes RME to customers, social media and the press

• Other duties as may be required from time to time

What you’ll need to succeed:

• A relevant tertiary degree or equivalent practical experience

• Minimum 2+ years of experience in a Client Service/ Account Management/ Customer Success role

• Demonstrated ability to deliver excellent client account service

• Proven experience in achieving set goals and completing set projects in a given timeframe

• Familiarity with windows user interface design

• Knowledge and familiarity with Microsoft operating systems

• Knowledge of relational databases (Oracle and SQL Server) and the research and development sector is highly desirable

• Proven experience working in software development/ implementation and/or working in a project environment would be advantageous

What you’ll bring to the role:

• Commitment to the highest standards of client account service

• Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English to a wide audience

• Ability to listen and extract key information from clients and co‑workers in order to accurately resolve or elevate issues

• Ability to respond thoughtfully and appropriately in all situations to all audiences

• Ability to learn quickly in a process driven environment

• Ability to work autonomously

• High attention to detail

• Experience in representing a business at industry forums would be advantageous

• Knowledge of or experience working in the Australian education and/or research sectors would be advantageous

What’s next?

We’re looking for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

We’re an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where everyone can thrive. So if you’re passionate about innovation, storytelling,



and building something extraordinary – we can’t wait to meet you.

ResearchMaster Pty Ltd is a technology business that provides a fully integrated, research management system to higher education and private research institutions throughout Australia and New Zealand. The product has been designed, developed and is maintained and supported completely from offices in Melbourne.

About the job:

• An exciting opportunity to join as a Customer Success Manager and work as an interface between the market and the ResearchMaster team, representing ‘the voice’ of the customer and aligning the product with emerging trends, influences and industry expectations.

• Build and maintain an advanced knowledge of the ResearchMaster Enterprise (RME) software application and provide technical leadership in relation to the Research Office suite inside ResearchMaster

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Ownership of and responding to client and prospect RFx notices as part of the ResearchMaster Client Team

• Build and maintain professional relationships with the RM client base and RM team through communication of product specific advice, leadership and knowledge transfer

• Assist with the facilitation of client engagement activities

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Prepare business cases, internal recommendations and roadmaps of Research Office product changes, enhancements or new developments.

• Establish collaborations and pre‑commitments for new RME products, opportunities and enhancements with industry

• Coordinate and manage the launch of any new RME products where relevant, working with internal stakeholders to prepare comprehensive promotional plans, with defined distribution channels that include appropriate promotional and marketing messages and proactively promotes RME to customers, social media and the press

• Other duties as may be required from time to time

What you’ll need to succeed:

• A relevant tertiary degree or equivalent practical experience

• Minimum 2+ years of experience in a Client Service/ Account Management/ Customer Success role

• Demonstrated ability to deliver excellent client account service

• Proven experience in achieving set goals and completing set projects in a given timeframe

• Familiarity with windows user interface design

• Knowledge and familiarity with Microsoft operating systems

• Knowledge of relational databases (Oracle and SQL Server) and the research and development sector is highly desirable

• Proven experience working in software development/ implementation and/or working in a project environment would be advantageous

What you’ll bring to the role:

• Commitment to the highest standards of client account service

• Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English to a wide audience

• Ability to listen and extract key information from clients and co‑workers in order to accurately resolve or elevate issues

• Ability to respond thoughtfully and appropriately in all situations to all audiences

• Ability to learn quickly in a process driven environment

• Ability to work autonomously

• High attention to detail

• Experience in representing a business at industry forums would be advantageous

• Knowledge of or experience working in the Australian education and/or research sectors would be advantageous

What’s next?

We’re looking for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

We’re an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where everyone can thrive. So if you’re passionate about innovation, storytelling, and building something extraordinary – we can’t wait to meet you.

ResearchMaster Pty Ltd is a technology business that provides a fully integrated, research management system to higher education and private research institutions throughout Australia and New Zealand. The product has been designed, developed and is maintained and supported completely from offices in Melbourne.

About the job:

• An exciting opportunity to join as a Customer Success Manager and work as an interface between the market and the ResearchMaster team, representing ‘the voice’ of the customer and aligning the product with emerging trends, influences and industry expectations.

• Build and maintain an advanced knowledge of the ResearchMaster Enterprise (RME) software application and provide technical leadership in relation to the Research Office suite inside ResearchMaster

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Ownership of and responding to client and prospect RFx notices as part of the ResearchMaster Client Team

• Build and maintain professional relationships with the RM client base and RM team through communication of product specific advice, leadership and knowledge transfer

• Assist with the facilitation of client engagement activities

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Prepare business cases, internal recommendations and roadmaps of Research Office product changes, enhancements or new developments.

• Establish collaborations and pre‑commitments for new RME products, opportunities and enhancements with industry

• Coordinate and manage the launch of any new RME products where relevant, working with internal stakeholders to prepare comprehensive promotional plans, with defined distribution channels that include appropriate promotional and marketing messages and proactively promotes RME to customers, social media and the press

• Other duties as may be required from time to time

What you’ll need to succeed:

• A relevant tertiary degree or equivalent practical experience

• Minimum 2+ years of experience in a Client Service/ Account Management/ Customer Success role

• Demonstrated ability to deliver excellent client account service

• Proven experience in achieving set goals and completing set projects in a given timeframe

• Familiarity with windows user interface design

• Knowledge and familiarity with Microsoft operating systems

• Knowledge of relational databases (Oracle and SQL Server) and the research and development sector is highly desirable

• Proven experience working in software development/ implementation and/or working in a project environment would be advantageous

What you’ll bring to the role:

• Commitment to the highest standards of client account service

• Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English to a wide

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📌 Customer Success Manager - Education Enterprise (Melbourne)
🏢 Xplor
📍 Melbourne