Job Title

Add expected salary to your profile for insights.Supports: Customer Success Manager, Head of Product & Head of MarketingLocation: MelbourneRole OverviewThe Customer Success Manager (CSM) is our front-line legend when it comes to the onboarding, growth, and retention of Tall Bob''s key accounts. Think of yourself as part onboarding wizard, part growth strategist, and part relationship whisperer.Youll dive deep into our customers goals and objectives, working with them and our tech partners to understand their business goals and cook up clever, tailored solutions that make our customers look good.You wont be stuck in a siloexpect to be in the thick of it with a small, high-energy team that thrives on collaboration, big ideas, and the occasional coffee-fuelled brainstorm.Key ResponsibilitiesKey Account Onboarding & GrowthLead the customer journey from late-stage sales to activation and onboarding.Coordinate internal teams (sales, product, tech) and client stakeholders.Develop project plans with clear milestones and timelines.Help clients integrate best practices in SMS communication and campaign execution.Build trusted relationships that position you as a strategic partner.Identify opportunities for product expansion and account growth.Key Account Management & RetentionOwn and manage a portfolio of nominated key accounts.Work collaboratively with Sales and Product to develop strategic account plans.Maintain regular engagement and communication with stakeholders.Understand client goals, identify challenges, and propose solutions.Lead growth initiatives within existing accounts.Reduce churn through proactive support, insights, and service excellence.Build and maintain executive-level relationships within key clients.Operations & Cross-Functional SupportSupport product and marketing teams with client insights and engagement feedback.Work across teams to streamline customer touchpoints and internal workflows.Use CRM tools (e.g., HubSpot) to manage relationships and monitor activity.Support reporting and communication strategies across accounts.Success MeasuresCustomer Onboarding Timely activation and revenue generationAccount Growth Increased usage, upsell/cross-sell, and additional revenueCustomer Satisfaction Positive feedback, Net Promoter Scores, and referralsInnovation New use cases, successful campaign outcomes, and solution adoptionWho You Are (aka, The Unicorn We''re Looking For)Obsessed with the customer resultsA relationship-builder with a knack for turning customers into raving fansBe able to write like a pro, and deliver killer presentations without breaking a sweatBusiness-savvy with a strategic brainOrganised to the point where your calendar drives everyone else crazyIndependent and resourcefulyou thrive in fast-paced, hybrid environments where no two days are the sameA Bit About UsWere not your average messaging or tech platform. Tall Bob delivers clever SMS and MMS experiences that help brands cut through the noise and actually connect with their customers. Were growing fast, thinking big, and having a laugh while we do it.Why Join Tall BobFlexible Work Environment Enjoy a mix of office and remote work optionsAutonomy & Support We trust and empower our peopleCollaborative Culture Creative, dynamic, and growth focusedCareer Progression Join a best-in-class team with room to growExpanding Market Strong presence in Australia and New Zealand, and growing fast overseasUnlock job insightsSalary, match, Number of applicants, Skills matchYour application will include the following questions:Which of the following statements best describes your right to work in Australia?To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.What can I earn as a Customer Success Manager? #J-18808-Ljbffr