Customer Success Manager

About Triple Whale: Triple Whale is the definitive AI operating system custom-built for the global e-commerce ecosystem. We centralize every operational signal, marketplace metric, and performance data point into the industry’s most trusted attribution and measurement foundation. Powered by Moby 2—our flagship, highly actionable AI interface that supports multi-LLM contexts—Triple Whale does not merely display summaries. It automates high-velocity optimization tasks like pausing underperforming ads, compiling creative variants, and forecasting inventory risks. More than 60,000 scaling brands, including Pressed Juicery, OUAI, and True Classic, leverage Triple Whale to turn complex data piles into automated profit engines at an unmatchable digital pace.

Position Overview

We are seeking a highly consultative, strategically minded, and data-fluent Customer Success Manager (CSM) to join our expanding global Customer Success team under a permanent, full-time remote layout open across Australia. In this high-ownership commercial relationship seat, you will claim complete account lifecycle ownership over our Enterprise portfolio and elite e-commerce marketing agency partners across the APAC region. Shifting completely away from routine standalone non-technical text writing logs, manual data entry sheet filling, or entry-level web style configurations, you will operate an active data analysis, contract renewal forecasting, and strategic expansion laboratory. Partnering face-to-face with embedded Sales, Solutions Architects, and Technical Support squads, you will act as a trusted consultant to ensure uncompromised value delivery and client retention. This position requires an account management authority with dedicated background inside the e-commerce software space who guides client program strategies fluidly natively using Customer Support and growth methodologies, diagnoses operational performance trends, maps custom product adoption plans, and mitigates churn risks to lock down recurring pipeline goals.

Key Responsibilities

• Enterprise Relationship Governance: Manage, retain, and scale deep consultative relationships with strategic Enterprise brands and multi-brand agency partners natively utilizing Customer Support best practices.
• Strategic Marketing Consultation: Act as a trusted adviser on digital marketing mechanics, omni-channel acquisition trends, and feature sets to align customer operations with optimal profit targets.
• Revenue & Renewal Instrumentation: Conduct comprehensive account usage analyses to formulate highly accurate renewal forecasts, managing the regional contract pipeline cleanly throughout the fiscal year.
• Custom Success Map Architecture: Identify unique business bottlenecks and goals across the client lifecycle, drafting customized software implementation blueprints and onboarding success milestones.
• Up-Sell & Portfolio Expansion: Drive executive-level partnerships to uncover feature expansion tracks, accelerating the adoption of newly launched multi-LLM automations and integration add-ons.
• Churn Risk Triage & Resolution: Proactively analyze data signals to detect account health degradation early, coordinating cross-functional resolution strategies before renewal periods arrive.
• Product Requirement Harmonization: Probe client networks for feature, infrastructure, or marketplace integration needs, translating raw partner feedback into structured development specs for our engineering tribe.
• Cross-Functional Collaboration: Partner daily alongside embedded Sales specialists, Solutions Architects, and support engineering blocks to maximize product value and protect core annual recurring revenue.

Required Skills & Qualifications

• Mandatory Domain Background: Previous professional experience managing, servicing, or consulting for clients explicitly within the e-commerce or direct-to-consumer (DTC) workspace is a strict requirement (highly preferred from a B2B SaaS environment).
• A minimum of 2-4+ years of proven, successful history operating as a Customer Success Manager, Strategic Account Manager, Marketing Agency Consultant, or matching client-facing software relationship capacity.
• Demonstrated capability independently tracking contract health data, managing renewals, and presenting data narratives to executive stakeholders via video or in-person sessions.
• Superb written, verbal, and cross-cultural presentation communication strengths in English, with an established history translating complex data layers into simple scannable milestones.
• Highly organized, tech-savvy self-starter who thrives inside a fast-paced, highly dynamic startup ecosystem driven by rapid iterations.
• Location Context: Position operates under remote parameters open exclusively to qualified customer success professionals residing permanently within Australia.

Preferred Strategic Indicators (Nice to Have)

• Prior platform literacy or hands-on experience utilizing complex data attribution trackers, e-commerce stores (e.g., Shopify layouts), or paid advertising analytics.
• Familiarity with modern CRM toolchains, automated renewal tracking software, or customer health scoring systems.
• Grounded understanding of performance marketing metrics (such as ROAS, MER, CAC, and LTV parameters) and how they influence retail brand sustainability.

What We Offer

• Top-Tier Australian Enterprise SaaS Package: A market-competitive annual base salary calibrated precisely to your e-commerce client management history, augmented by performance-tied renewal incentives and comprehensive rewards.
• 100% remote workspace infrastructure freedom anywhere inside Australia, eliminating daily corporate commuting friction.
• Direct High-Growth AI Pedigree: Elite professional credentials built by directing user success paths for the leading AI operating ecosystem trusted by 60,000+ brands globally.
• Comprehensive health preservation options, localized employee benefits, and robust continuous development allowances.
• Access to an ultra-fast-moving, supportive culture grounded in acting like a “Mensch”—valuing honor, transparency, and deep empathy for both our teammates and customers.