Customer Success Manager - Retail/FMCG SaaS

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

- 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 (~35–40 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 quick 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.

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 (~35–40 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 Enh

📌 Customer Success Manager (Sydney)
🏢 ShopGrok Pty
📍 Sydney