Customer Success Manager
Posted on:
June 5, 2025
Job description
We are looking for a highly ambitious and customer-obsessed Customer Success Manager to join our team. In this role, you will be a strategic growth partner to eCommerce brands, ensuring they unlock revenue, increase retention, and maximise their investment using our technology. This isn’t just a support role - it’s a revenue-driving, strategic customer partnership role.
Responsibilities
What you’ll do at Instant:
- Own the onboarding process - getting customers live quickly and efficiently
- Ensure a seamless handover from Sales, setting clear expectations for both customers and internal teams
- Build consultative relationships with customers, ensuring they continuously see value in Instant
- Conduct regular check-ins and strategic business reviews, using data to highlight wins and opportunities
- Bring best practices and digital marketing guidance to customers to drive higher ROI
- Identify opportunities for additional product adoption and drive account growth
- Educate customers on new features, ensuring they maximize the full potential of Instant
- Use data-backed storytelling to drive pricing and expansion conversations
- Partner with Sales to support upsell and cross-sell initiatives, reinforcing the measurable impact of Instant
- Maintain impeccable CRM hygiene, ensuring customer health and engagement are always up-to-date
- Be the voice of the customer - analyse pain points, showcase success stories, and use data to drive decision-making across the business
Job requirements
We'd love to hear from you if you have:
- Experience in Customer Success, Account Management, or a similar customer-facing role
- Strong analytical and problem-solving skills, with the ability to leverage data to drive customer decisions
- Proven ability to drive product adoption and revenue expansion
- Excellent communication and relationship-building skills
- Thrives in a fast-paced, high-growth environment
- Passionate about customer success and maximizing customer value
What Success Looks Like:
- Rapid activation – Customers onboard and see value within weeks, not months
- High retention & satisfaction – Measured through logo & revenue retention, CSAT, and NPS
- Revenue expansion – Customers adopt more features and grow their investment in Instant
- Data-driven impact – Customers clearly understand the ROI of Instant and see quantifiable business improvements
- Customer obsession – You understand our customers and product deeply, driving a customer-first culture across the business
Your First 30 Days:
- Week 1: Shadow experienced CSMs to understand customer workflows and best practices
- Week 2: Own your first activation, guiding a customer from onboarding to full launch
- By Day 30: Successfully drive at least 10 customers live while building relationships and identifying expansion opportunities
Apply now
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