Redcat builds the technology that powers Australia's favourite hospitality brands, here and abroad.
Our Hospitality IT Platform delivers integrated software and hardware solutions connecting POS systems, online ordering, loyalty programs, and mobile apps into one seamless ecosystem.We're a culture-first company driven by five core values: integrity, teamwork, innovation, customer centricity, and accountability.
If you thrive in an environment where your work directly shapes how millions of people experience their favourite hospitality brands, you'll feel at home here.The OpportunityImpacting hospitality businesses across Australia and internationally, we're looking for a Senior Customer Success Manager to own and grow a portfolio of key client relationships - including some of Australia's most recognised hospitality brands.This is a high-ownership role with direct influence on client retention, expansion, and strategic outcomes, suited to an experienced operator who wants real autonomy over a strategic portfolio.
You'll partner closely with Operations, Implementations, Product, and Support - acting as a trusted advisor who connects client priorities to Redcat's product and service capabilities, with genuine input into what we build next.At Redcat, we value deep client understanding and proactive relationship management.
The Senior Customer Success Manager is central to how we deliver on our promise in helping clients achieve their business goals, identifying opportunities for growth, and ensuring every project is set up for success.What you'll be doingManage and grow a portfolio of key accounts, with a focus on complex and strategic projects across Australia and internationallyAct as the primary point of contact for clients,



connecting with their key stakeholders to understand business initiatives and challengesLiaise with clients and internal departments to communicate priorities and ensure the successful delivery of projects and implementationsCollaborate with technical teams to address and resolve queries in a timely and accurate mannerAct as a trusted advisor, recommending recent services and workflows that help clients achieve their objectives and grow revenueStay informed about industry trends and client developments to anticipate change and influence Redcat's product roadmapAssist customers to scope and document new feature requestsNegotiate and execute commercial contracts and quotes for SaaS and hardware productsTrack and maintain account metrics, providing accurate forecasting to the businessLead by example within the customer team, providing guidance, support, and mentorship to drive team efficiencyWhat You'll BringExperience5+ years of experience in customer success, account management, or a related fieldProven track record of managing and growing strategic accounts, including commercial negotiations and contract executionDemonstrated experience working cross-functionally with technical, operational, and senior leadership teamsStrong project management capability - comfortable overseeing multiple concurrent projects and engaging diverse stakeholdersProficiency in CRM systems to manage client interactions, pipeline, and dataExperience in B2B SaaS, hospitality, POS, payments, or platform products (highly desirable)Tertiary qualification in business, sales, marketing, or technology (desirable)Skills & CapabilitiesExcellent verbal and written communication skills; able to deliver confident,



clear presentations to senior audiencesStrong business acumen - quickly understanding and anticipating the business challenges clients faceSkilled negotiator who can gain consensus, resolve conflicts, and drive productive outcomes with clients and internal teamsSolid understanding of how to translate client needs into actionable internal requirements and feature documentationMindsetClient-first and outcome-driven; you connect relationship management to measurable business resultsCommercially aware - you understand the hospitality landscape and what operators need to succeedA natural collaborator who builds trust across disciplines and elevates the people around them; we win togetherAdaptable and proactive in a fast-paced, evolving software environmentLive the culture, not just the job; you show up as yourself, connect with teammates on a personal level, and help make Redcat a place people enjoy being part ofFlexible working arrangementsA paid day off for your birthdayBarista-style coffee in the officeRegular catered lunches and company-wide social eventsNovated car leasing optionsInclusion at RedcatAt Redcat, we believe diverse perspectives drive better outcomes - for our team, our products, and our customers.
We're committed to building an inclusive workplace where everyone feels valued, respected, and empowered to do their best work.We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people with disability, and members of the LGBTQIA+ community.
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📌 Strategic Customer Success Lead - Hospitality Saas Growth (Melbourne)
🏢 Redcat
📍 Melbourne