Customer Success Lead
Posted on:
August 12, 2025
Job description
🔥 What You’ll Do
As a CSM, you’ll manage a portfolio of customers across Australia & New Zealand driving retention, expansion, and product adoption. You’ll work with venues, festivals, concert promoters, and artists to optimize their use of Audience Republic and grow their businesses.
Your key responsibilities include:
- Customer Onboarding & Activation - Guide new customers through onboarding for a smooth, high-impact activation.
- Product Adoption & Engagement - Monitor customer health scores, usage data, and trends to drive proactive engagement through regular check-ins, QBRs (Quarterly Business Reviews), and strategic consultations.
- Retention, Growth & Upsells - Drive retention, expansion revenue and upsells by demonstrating additional value.
- Churn Prevention & Risk Mitigation - Identify at-risk accounts early and implement strategic action plans to prevent churn.
- Collaboration & Cross-Functional Communication - Problem-solve issues proactively, working cross-functionally with Product and Support.
Responsibilities
✅ Who You Are
We’re looking for someone who is:
- Experienced in SaaS Customer Success – At least 3+ years in a Customer Success role within a SaaS company.
- Startup-Proven – Comfortable working in a fast-paced startup environment, with a self-starter mentality and a solution-focused approach.
- Ownership-Driven – Takes full responsibility for managing their book of business like an entrepreneur.
- Industry Knowledge (Nice to Have) – Experience in the music or events industry is a plus but not required.
Job requirements
💎 How We Work
These aren’t just values—we live by them:
- #Customer Obsessed - You'll be obsessed with our customer, becoming an expert on their problems and how to solve them. You'll be focused on contributing to an amazing experience for our customers.
- #Raise The Bar - You are always pushing the boundaries of what you are capable of. You'll be constantly improving and levelling up your skills.
- #Massive Impact - You think like an owner, and always focus on making an impact on collective goals, not just your own individual goals.
- #Hungry & Humble - You really want it, are resilient and tenacious. You have a strong work ethic, but also have the humility to receive feedback, or be open to new approaches.
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