Role Details
Why Instant
At Instant, we're building the DNA of e-commerce. Not iterating on what exists, but inventing an entirely new category: the world's first AI-powered marketing manager that thinks, learns, and executes better than any human team. E-commerce brands grow their revenue on complete auto-pilot. This is the future of how the world's best brands will scale.
This is a rare chance to join a generational company at a true inflection point. We move fast, ship constantly, and define new standards in real time. The opportunity, personal, professional, and financial, is unmatched.
Our team is sharp, obsessed with winning, and deeply committed to the mission. We set goals that seem unreasonable, then achieve them together. Speed is a competitive advantage we protect fiercely. We treat complexity as something to be conquered. And through all of it, we treat each other well.
We are driven by the excitement of winning, not the fear of losing. If you hold yourself to a high bar and want to do the best work of your life alongside people who push you to do it, we want to build with you.
The Role
Instant seeks a customer obsessed Success Manager to support our customers.
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.
What you'll do
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
What 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
Office Location
Sydney
Team
Customer Success
