Job Title

Customer Success Manager (Gen AI Workflows)Sydney, AustraliaEstablished in 2004, OLIVER is the worlds first and only specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40+ countries and counting. Our unique model drives creativity and efficiency, allowing us to deliver tailored solutions that resonate deeply with audiences.As a part of The Brandtech Group, we''re at the forefront of leveraging cuttingedge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decisionmaking, empowering our teams to produce innovative and impactful results.Role: Customer Success Manager (Gen AI Workflows)Location: Sydney, AustraliaAbout the role:You are here to operationalise Generative AI for enterprise marketing teams. This is not a support ticket role. Your job is to codify, embed, and scale AI workflows using our flagship products:Pencil Pro (Gen AI creative generation) andShare of Model (LLM brand perception & visibility).You will move clients from adhoc experimentation to industrialscale adoption, proving that Gen AI builds brands better, faster, and cheaper.The Products:Pencil Pro: The enterprisegrade Gen AI platform. You will help clients generate onbrand ad creatives, video, and copy at scale, navigating notrain clauses, brand safety, and prediction models.Share of Model (SoM): The new SEO. You will guide clients on how to measure and optimise their brands visibility and sentiment across major LLMs (ChatGPT, Gemini, Claude), turning share of search into share of model.What you will be doing:1. Codify (Workflow Design)Architect Gen AI Playbooks: Translate loose client objectives into rigid, repeatable workflows within Pencil Pro. Define exactly how a marketing brief becomes a finished asset using our AI agents.InsighttoAction Loops: Operationalise Share of Model data. Dont just report on LLM sentiment; build workflows where SoM insights directly trigger new creative generation in Pencil.Governance & Safety: establish the rules of the road for client teams, ensuring they leverage enterprise features (data ringfencing, rolebased access) to innovate without risk.2. Embed (Adoption & Change Management)Drive Usage, Not Just Logins: embed Pencil Pro into the daily muscle memory of creative and media teams. Move them from legacy manual production to AIassisted creation.Strategic QA: Act as the strategic layer between the client and the platform. Regularly audit client outputs (ads, copy) to ensure the AI is being prompted effectively to hit brand guidelines.Stakeholder alignment: Map the client organisation. Secure buyin from CMOs down to performance marketers.Prove Value: Deliver ruthless ROI analysis. Show clearly how Gen AI has reduced CPA (Cost Per Action) or slashed production time/costs compared to their old agency model.Expansion: Identify opportunities to roll out workflows from a single pilot brand to the clients entire portfolio (Global/Regional expansion).Product Loop: Aggressively feed Australian market feedback to our product engineering teams to shape the roadmap of Pencil and SoM.What you need to be great in this role:1. Professional Experience (The Foundation)35 Years in HighGrowth SaaS or AdTech: You have managed enterprise accounts at a toptier SaaS company, a performance marketing agency, or a digital transformation consultancy.The Hybrid Background: Ideally, you have straddled the line between technology and creative. You understand how a marketing brief is written (Agency side) and how software is deployed (SaaS side).Proven Retention & Expansion: You don''t just keep clients; you grow them. You can point to specific examples where you identified an upsell opportunity through usage data and successfully expanded the account.2. Technical & Product Aptitude (The Gen AI Factor)Workflow Architect: You have a track record of deconstructing messy human processes and rebuilding them into softwaredefined workflows. You can look at a creative production line and instantly spot where AI agents should be injected.Prompt Literacy: You possess a sophisticated understanding of how to prompt Large Language Models (LLMs) and diffusion models. You understand the nuance between a bad output and a bad prompt and can coach clients to fix the latter.DataDriven Storytelling: You are comfortable working with unstructured data. You can take Share of Model analytics (share of voice, sentiment analysis) and weave them into a coherent strategy that convinces a CMO to shift their budget.3. Commercial & Strategic Mastery (The Trusted Advisor)Challenger Mentality: You are not a yes person. You are comfortable challenging a clients outdated thinking. When a client tries to use Pencil Pro like a traditional stock image library, you have the confidence to correct them and steer them toward scalable generation.Executive Presence: You can hold the room with a CMO one hour and a Creative Director the next. You translate tokens and context windows into speedtomarket and costsavings without friction.Change Management Expert: You understand that Gen AI is a cultural shock. You have experience navigating organizational resistance, training skeptical teams, and turning detractors into champions.#LI-DB1 #LI-HybridOur values shape everything we do:Be Imaginative to push the boundaries of whats possibleBe always learningand listening to understandBe actively pro-inclusive and anti-racist across our community, clients and creationsEqual Opportunity Statement:OLIVER, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws.Environmental Commitment:OLIVER has set ambitious environmental goals around sustainability, with sciencebased emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle. #J-18808-Ljbffr