Our client, SWOOP Analytics has spent the last 10 years empowering organisations with actionable, data-driven insights that transform internal communication and spark engagement. They work with globally recognised brands like Visa, Coca-Cola, and Qantas, and are growing. This is your opportunity to join a dedicated customer success team and help shape their global presence.

The Role

You'll manage a portfolio of approximately 44 customers across APAC (primarily Australia, New Zealand, and Malaysia), helping them get maximum value from SWOOP Analytics. From onboarding through to ongoing success, you'll build trusted relationships, drive adoption, and turn data insights into meaningful action — all while contributing to how we evolve our customer success approach globally.

- Leading onboarding, training, and customer sessions including QBRs, benchmarking reviews, and dashboard walkthroughs
- Building and maintaining Customer Success Plans aligned to customer goals
- Driving adoption, engagement, and value realisation
- Supporting renewal conversations and identifying upsell opportunities
- Collaborating with Sales, Product, and Support to deliver a great customer experience

This is a fully remote role open to candidates anywhere in Australia, within commuting distance of a major city with an international airport.

You must:

- Have full, ongoing, and unrestricted working rights in Australia
- Not require visa sponsorship now or in the future
- 1–2 years of experience in Customer Success or Account Management in a SaaS environment — essential. This is a commercially focused CS role, not general customer service
- Flexibility to occasionally work outside standard hours for global collaboration,



including a weekly touchpoint with a UK-based CSM leader (approximately 6:30–7:00 PM AEST) and quarterly all-hands meetings.
- Willingness to travel within APAC for customer visits and team events — typically 3–4 domestic trips within Australia annually and one trip to Recent Zealand, depending on where you're based.
- Strong communication skills and confidence running customer-facing sessions.
- A proactive, organised approach to managing a diverse customer portfolio.
- A genuine growth mindset — you reflect, seek feedback, and continuously sharpen your approach.
- HubSpot or CRM experience strongly preferred.
- Bonus points for experience in internal communications, intranet management, or employee engagement.

We're not looking for perfection - we're looking for the right mindset, genuine customer empathy, and the drive to grow.

What You'll Get

- $75,000 – $85,000 per annum (depending on experience)
- Permanent, full-time remote role with real flexibility
- Work with globally recognised enterprise brands
- A genuine opportunity to shape how we deliver customer success
- A supportive, collaborative team invested in your growth

The Recruitment Process Please include a cover letter with your application — we read every one and value candidates who can speak to both their professional CS approach and what drives them personally, without the use of AI.

1. Application Review — CV and cover letter reviewed; shortlisted candidates contacted.
2. Meet & Greet (20 minutes) — An informal Teams call to get to know each other.
3. Online Questionnaire — A short questionnaire to understand your CS approach and strengths.
4. Formal Interview (60 minutes) — A deeper conversation with the hiring manager.

SWOOP Analytics is an equal opportunity employer committed to an inclusive workplace.

📌 Customer Success Manager (fully remote) (Sydney)
🏢 Important Business
📍 Sydney