Role Details
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.
Why Instant
Instant is the world’s first AI-powered marketing manager built for ecommerce. Today, we’re quickly becoming the most important piece of technology to help the fastest growing brands on the planet to significantly scale their revenue - on autopilot. We're reinventing how brands bring their lost shoppers back to purchase through AI-powered email and SMS retention marketing. Our ambition is to be just as important and essential as Meta when it comes to helping an ecommerce brand scale.
This is a rare chance to help build a generational company at a true inflection point. Today, we service over 1,000+ of the worlds fastest growing brands like ThirdLove, David Protein, July Luggage and Meshki, with Instant’s products generating over 30% of our customers annualised revenue. We have strong product-market fit, adding more than $1M in ARR every month, 100M’s of shoppers interacting with Instant everyday, and the backing of world-class investors with over $35M raised from Blackbird, Hummingbird and Hubspot. We’re scaling fast.
The work is ambitious, the talent bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched. Instant would be the fastest moving company you’d ever be apart of in your career. So, if you consider yourself ambitious, we invite you to join us!
What we're looking for
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 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
Office Location
Sydney
Team
Customer Success
