Prophet is an award-winning Australian SaaS platform that helps marketing and commercial leaders understand what's actually driving their business. Our marketing mix modelling and decision science platform is used by some of the most recognisable brands in the region, giving them the rigour and confidence to make better investment decisions.

We were recognised as the AFR Most Innovative Company for Media & Marketing in 2025, and we're scaling fast: 45+ enterprise customers and growing. We are hiring an additional Customer Success Architect working in Australia, ideally in Sydney.

About the Role

The Customer Architect owns the most important phase of a Prophet customer's journey: the period from contract signature through to a confident, actively engaged platform user. You'll be the single point of accountability during onboarding, coordinating across Data Science, Platform, and Customer Success to make sure every new customer starts strong.

You’ll onboard customers across Australia while working closely with our Melbourne headquarters, which means real ownership, real visibility, and a direct hand in shaping how Prophet shows up in market.

This role sits at the intersection of commercial outcomes, decision science rigour, and delivery discipline. You’ll manage 6 to 8 concurrent onboardings, build the data foundations that great models depend on, and make sure the first model we present is one the customer trusts, can defend internally, and will act on.

What You’ll Do

Own onboarding end-to-end. From kick-off through to model deployment, you'll run the plan: governance, working groups, steering committees, and structured milestone check-ins.



You'll partner closely with Data Scientists and Platform engineers to deliver against committed timelines and scope.

Establish data confidence early. You'll coordinate data collection across marketing spend, media exposure, and commercial sources, working with customers and their agencies to confirm completeness, granularity, and integrity before modelling begins. When data is right from the start, everything else accelerates.

Build strong customer relationships. You'll be the primary point of contact for all stakeholders during onboarding, mapping the landscape, identifying champions and decision-makers, and running a crisp cadence of written updates, structured check-ins, and clear action tracking. You'll do this across markets and cultures, engaging confidently with regional marketing teams, local agencies, and headquarters stakeholders a like.

Set customers up for confident decision‑making. You'll help customers translate their business questions into decision science use cases on Prophet, frame expectations around what the platform will deliver, and make sure the first model reveal builds trust and momentum.

Build scalable processes. You'll document and refine playbooks for core onboarding workflows, create reusable customer‑facing materials, and capture product feedback and expansion opportunities to inform our roadmap. As an early regional hire,



your playbooks will set the standard for how Prophet onboards customers across APAC.

Hand over cleanly. You'll run structured transitions to ongoing Customer Success, with full context, open items, and stakeholder insights documented, so the customer never feels like they're starting from scratch.

What You’ll Bring

- Knowledge and experience working with marketing data (media spend, digital analytics, commercial data).
- 4+ years in customer onboarding, implementation, customer success, or consulting, ideally in SaaS, martech, or data/analytics.
- Proven ability to manage multiple complex projects simultaneously without dropping focus.
- Strong stakeholder management. You're comfortable engaging with marketing directors, CMOs, and commercial leads, and equally comfortable holding customers accountable to their responsibilities.
- Sharp organisation, attention to detail, and a bias for proactive problem‑solving.
- Comfort navigating ambiguity and working with customers who have messy or incomplete data.
- Comfort operating with a high degree of autonomy, collaborating with a Melbourne‑based team across time zones.
- Experience with Linear, Notion, or similar project management tools.
- Full working rights in Australia.
- Background in marketing analytics, marketing mix modelling, or decision science.
- Experience in a high‑growth SaaS environment, particularly one expanding into recent markets.
- Comfort with data concepts. You don't need to write SQL, but you should know what a data pipeline is and why source data quality matters.

How You’ll Be Measured

- Time‑to‑value: Model training within 6 weeks, model deployment within 8 weeks of kick‑off.

📌 Customer Success Manager (Sydney)
🏢 Prophet
📍 Sydney