Customer Success Manager - Retail/FMCG SaaS

At ShopGrok, our mission is to help retailers and brands stay competitive with world-class data and insights. As a Customer Success Manager, you’ll be the main point of contact for our customers, ensuring they gain maximum value from our platform. You’ll work closely with our product, data, and engineering teams to deliver a seamless experience, driving retention and growth across our customer base.

This is a hands-on role where you’ll be involved in every stage of the customer journey — from onboarding and training through to ongoing account management and insights delivery. You’ll also contribute to the way we engage with customers as we scale, including initiatives to track customer satisfaction and the development of training content and documentation.

Requirements:
Core Responsibilities

• Act as the primary point of contact for customer accounts, building strong, trusted relationships.
• Attend regular customer calls to support, guide, and ensure alignment on outcomes.
• Manage onboarding for new customers, including training sessions and setup.
• Deliver insights and analytics in a way that’s actionable and tailored to each customer, including the creation of slides and reports in PowerPoint.
• Identify and escalate product or data issues to our development and data engineering teams.
• Create and maintain clear documentation, including onboarding emails, training materials, and help guides.
• Use our core toolset — HubSpot (CRM), Slack (communication), and Tableau (dashboard delivery and usage analytics) — while helping us expand customer usage metrics and shape how we track adoption.

Strategic Responsibilities

• Collaborate with Sales, Marketing, Product, and Engineering teams to ensure customer needs are aligned with commercial strategy.
• Drive customer retention by proactively identifying risks and opportunities.
• Contribute to initiatives such as lightweight NPS programs to track customer satisfaction.
• Participate in renewals, upsells, and expansion discussions to support growth.
• Map and improve the customer journey, identifying friction in onboarding, adoption, and renewals, and refining implementations.
• Act as the voice of the customer internally by gathering feedback and feeding it into the product roadmap.

Key Metrics

Your success in this role will be measured by:

• Churn rate
• Retention rate
• Renewal rate
• Upsell and cross-sell performance
• Expansion revenue
• Feature adoption
• Identification and recovery of at-risk customers
• Customer satisfaction, including future NPS initiatives

Requirements

• 2–4+ years of experience in a customer success, account management, or similar role within a SaaS environment.
• Proven track record of working directly with customers to deliver analytics or insights, ideally in retail or FMCG.
• Familiarity with SaaS tools and platforms, with the ability to train and guide customers on their use.
• Strong problem-solving skills, with the ability to translate customer feedback into actionable product improvements.
• Excellent communication skills — both written (emails, documentation) and verbal (customer calls).
• Organised and detail-oriented, with a proactive approach to managing multiple accounts.

Bonus points for:

• Experience working with retail or FMCG data and analytics.
• Knowledge of tools such as Tableau, Snowflake, or similar analytics platforms.
• Background in writing training or onboarding content.

Benefits:
• Be part of a growing SaaS company working with some of the largest retailers and brands in Australia and beyond.
• Collaborate with a passionate team of engineers, data experts, and product leaders.
• Opportunity to grow your career in customer success and play a key role in scaling our business.
• Hybrid work environment with flexibility and autonomy.