Description
At ShopGrok, our mission is to help retailers and brands stay competitive and profitable with world-class market data and insights delivered via our SaaS platform.
As our first dedicated Customer Success Manager, you will be the primary commercial and relationship lead across our customer portfolio, taking over day-to-day account management currently managed by our executive and data engineering teams.
You will be the trusted, approachable face of ShopGrok: someone who effortlessly establishes rapport, builds enduring working relationships across diverse stakeholder groups, and instils operational confidence.
Your core mandate is to ensure our customers realise measurable value from our product through relationship building, shared objective setting, and engagement with our customers' users.
This is a hands-on, high-impact role spanning the entire customer lifecycle: from onboarding and training to ongoing account management, insights delivery, and content creation.
Requirements
Portfolio & Account Management
Manage Book of Business:
Oversee a portfolio of ~50 accounts using a tiered approach:
High-Touch (~15 accounts):
Deliver proactive account management via weekly, fortnightly, or monthly strategic check-ins.
Low-Touch / Scaled ******* accounts):
Drive account health at scale by defining, tracking, and acting on key SaaS adoption metrics (e.g., product engagement, feature usage, user login frequency) alongside quarterly business reviews (QBRs) and automated check-ins.
Onboarding & Training:
Lead end-to-end customer onboarding, run product training sessions, and ensure fast time-to-value for new implementations.
Renewals & Growth:
Proactively monitor account health, track upcoming renewal dates, manage renewal pipelines, and identify upsell or expansion opportunities.
Stakeholder & Issue Management:
Serve as the calm, solutions-oriented front line during service hurdles, translating technical context into reassuring customer communication and turning challenging situations into long-term trust.
Account Health, Feedback & Value Discovery
Early Risk Intervention:




Monitor customer health signals to detect early indicators of adoption friction, sentiment dips, or shifting customer priorities, executing targeted intervention strategies to restore alignment.
Workflow & Solution Expansion
: Uncover latent customer needs, partner with decision-makers to explore new business use cases, and identify opportunities where advanced modules or expanded data scope add value, setting the foundation for future expansion KPIs.
Product Enhancement Ideas:
Aggregate customer feedback and operational friction points to advocate for high-impact platform enhancements directly with product and engineering teams.
Technical & Insights Delivery
Data & Insights Translation:
Package complex pricing analytics into actionable recommendations, executive summaries, and presentation decks (PowerPoint/Tableau).
Technical Communication:
Serve as the bridge between clients and engineering/data teams to report, track, and resolve product or data issues.
Tooling Integration:
Utilise HubSpot (CRM), Slack, and Tableau to monitor adoption metrics, track customer health, and refine usage reporting.
User documentation & collateral
Customer Enablement Assets:
Collaborate with growth and product teams to refine customer collateral, onboarding guides, best-practice playbooks, and training documentation.
Foundational Process Building:
Help shape the operational processes, templates, and communication standards for ShopGrok's customer success team as the organisation grows.
Requirements
Core Qualifications
2–4+ years
of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment.
Managed a Portfolio:




Proven track record managing a similar book of business (~50 accounts balanced across high-touch strategic clients and scaled low-touch tiers).
Project & Workflow Management:
Demonstrated ability to capture client requirements and meeting actions, translate technical queries into structured Jira (or equivalent) tickets for data operations and engineering teams, and proactively close the loop with clear, timely progress updates back to clients.
Data Fluency
: Comfort interpreting and presenting data-heavy reports, showing customers how to extract actionable retail and commercial insights from analytics dashboards.
Retention & Health Tracking Mindset:
Proven success in driving net and gross retention, managing structured renewal pipelines, running executive QBRs, and spotting disengagement signals before they lead to attrition.
Exceptional Interpersonal & De-escalation Skills:
High emotional intelligence (EQ) with the ability to build rapport rapidly, coupled with proven poise in navigating sensitive customer feedback, resolving service friction, and conducting firm yet diplomatic discussions.
Cross-Functional Autonomy:
Comfort stepping into a newly carved-out role, taking independent ownership of accounts previously handled by founders and technical leads.
Preferred Experience
Hands-on familiarity with data visualisation tools (such as Tableau), modern CRMs (HubSpot), issue trackers (Jira)
Experience creating customer-facing collateral, enablement guides, or training playbooks from scratch.
Prior background in an early-stage, bootstrapped, or scaling SaaS startup where cross-functional agility was essential.
Prior domain experience in retail, e-commerce, FMCG, or pricing intelligence would be a plus
Benefits
Be part of a fast-growing SaaS company working with Australia's leading retailers and global brands.
Collaborate directly with senior leadership, data scientists, and engineering leaders.
Clear career development pathway as the customer success and commercial functions expand.
Versatile hybrid work model with access to an amenity-rich, vibrant workspace at The Commons in Chippendale.

📌 Customer Success Manager - Retail/Fmcg Saas (New South Wales)
🏢 ShopGrok
📍 New South Wales