Job Description
Description/n /n Wanted: Customer Success Manager for Australia's Fastest Growing Digital Agency /n /n Dear Retention Warrior, /n If you've been searching through countless lifeless job listings on Seek… /n Almost slipping into a deep coma from the "We're looking for a highly experienced Customer Success Manager… blah blah blah" job adverts… /n And you're looking for an exciting opportunity to join the fastest growing digital agency in the country… /n Then this will be the most significant job listing you ever read. /n Firstly… stop what you're doing and watch this
- https://youtu.be/OPdKs9NM380 /n /n Okay let's continue… /n We are a full-service digital marketing agency that is growing FAST /n For the last three years, we've been ranked as the fastest-growing digital agency… /n And the 17th fastest growing company in the country by The Australian Financial Review… /n We're a world-class herd of digital strategists, direct response marketers, designers, growth hackers and developers, banded together to help our clients reach their growth goals. /n And this is just one of the reasons we've been named as one of the BEST PLACES TO WORK in Australia & New Zealand by AFR and one of the Top 100 Coolest Companies in Australia by Anthill Magazine. /n Look, the list goes on and on… because we've seriously won more awards than you can shake a stick at. /n /n Now here's the thing. /n Our Digital Growth Strategists are the people our clients call when it matters. They're sharp, they're hungry, and they carry a lot on their shoulders. /n What they need is someone in their corner. Every single day. /n Someone who's been in the trenches. Who's had the hard client conversation and come out the other side with the account intact.



Who can look at a struggling campaign and know whether it's a strategy problem, a delivery problem, or a client-expectation problem
- and knows exactly who to call for each one. /n That's the role. /n /n You'll sit between the Head of Digital Growth Strategy and the DGS team as their first point of contact, coach, and cover. Process questions, contract queries, billing curveballs, cranky clients at 4:55pm on a Friday
- they come to you, and you have the authority to actually solve them. /n Not "escalate them upwards and hope." Solve them. /n This is not a message-relay job. It's a decision-making job. If your instinct is to forward the problem, this isn't for you. If your instinct is to establish the facts, form a view and drive it to resolution, keep reading. /n Do it well and three things happen: the team is genuinely well led, our clients get the follow-through they were promised, and our Head of DGS gets to work ON the business instead of IN it. /n And as the role and the team mature, there's real room for this to grow into something much bigger. /n /n

What You'll Do
/n /n
- Lead the Digital Growth Strategist team day to day
- regular one-on-ones, clear performance and communication standards, and feedback that actually lands /n
- Be the first port of call on process, contractual (Terms of Service, Performance Guarantees) and billing questions
- resolving what you can and escalating only the genuinely novel or high-risk /n
- Own client escalations end to end:



run the internal retention discussion, jump on the client call, coordinate the fix, and monitor the NPS feedback that follows /n
- Host the team's retention meetings
- review and approve retention plans, and make sure the next steps are documented and actually happen /n
- Spot the patterns behind escalations, churn risk and team issues, and work with the Head of DGS to fix root causes instead of the same fire twice a month /n
- Support strategists to diagnose campaign performance issues, pulling in SEO, Paid Search, Paid Social and CRO as needed /n
- Run the team's rhythm
- campaign reviews, cross-department updates, the lot /n
- Own team capacity and workload allocation, flagging resourcing risk early rather than when it's already on fire /n
- Onboard and train new Digital Growth Strategists, and build the team's capability to handle routine issues without you /n
- Hunt down upsell opportunities in the existing client base and help strategists turn strong performance into expanded scope /n
- Keep our processes and documentation sharp enough to survive staff changeover /n
- Work across departments to unblock anything getting in the way of the client experience /n /n /n What You'll Be Measured On /n /n
- Team Performance: Strategists who are supported, held to standard, and getting better month on month /n
- Client Retention: Fewer avoidable cancellations, and retention plans that get executed /n
- Escalation Health: Issues resolved at your level, not bounced up
- and recurring issues that stop recurring /n
- Client Sentiment: NPS and client feedback moving in the right direction /n
- Revenue Growth: Upsell opportunities identified and converted within the existing

📌 Customer Success Manager (Melbourne)
🏢 King Kong
📍 Melbourne