Customer Success Manager

Intro

At Appetise, we’re on a mission to democratise access to insights for FMCG companies globally. In a world where data is inaccessible, slow, and expensive, too many brands are forced to make decisions based on guesswork. We’re changing that.

We’re not just a single product—we’re a product company, obsessed with solving core problems for FMCG brands through world-class insights tools. From Share of Occasion to our Stock Tool, we empower brands with real-time, actionable data that helps them sell smarter, innovate faster, and win market share.

For decades, only the largest FMCG companies could afford to access high-quality consumer insights. We’re breaking that barrier, making data-driven decision-making accessible to brands of all sizes, in all markets.

With global ambitions, we’re scaling fast—and we need elite SaaS sales talent to help us build a high-growth, high-performance sales team.

🎯 About the Role

As a Customer Success Manager, your job is simple: make our customers wildly successful. You’ll be the strategic partner and trusted advisor to FMCG brands, guiding them to extract real commercial value from our platform, drive adoption, and ultimately renew and expand their business with Appetise.

This is a fast-moving, high-impact role in a startup environment, meaning you’ll be deeply involved in customer feedback loops, product evolution, and revenue expansion. You’ll be hands-on, working closely with our Sales, Product, and Growth teams to help shape the future of our insights platform.

If you thrive on solving real customer problems, pushing for renewals, and driving commercial growth, this is the role for you.

1. Customer Success & Renewals (50%)

• Own a portfolio of FMCG brands, ensuring they extract real business value from Appetise.
• Build and execute customer success plans, aligning our solutions with their strategic goals.
• Drive high retention and renewal rates, proactively identifying expansion opportunities.
• Be a proactive problem solver, identifying challenges early and ensuring customers see ROI.
• Use data and insights to demonstrate value, proving how Appetise drives growth, efficiency, and decision-making power.
• Negotiate and execute renewals & upsells, collaborating closely with Sales.

1. Onboarding & Adoption (25%)

• Lead structured onboarding experiences, ensuring customers quickly reach their first ‘aha!’ moment.
• Develop training materials, playbooks, and success frameworks to scale adoption.
• Work cross-functionally with Product & Marketing to improve in-platform engagement and education.
• Identify engagement gaps and proactively re-engage inactive or at-risk customers.

1. Customer Insights & Product Feedback (15%)

• Act as the voice of the customer, feeding insights into Product, Growth, and Sales teams.
• Collaborate with Product to influence roadmap decisions based on customer needs.
• Gather feedback on product pain points and help define solutions that make Appetise better.

1. Process & Scalability (10%)

• Optimise customer health tracking and account management processes to improve efficiency.
• Support the development of customer success playbooks, templates, and automation strategies.
• Help define and measure customer success KPIs, ensuring we track and improve impact

Requirements

• Experienced in Customer Success – You’ve 3+ years in a B2B SaaS CSM, Account Manager, or similar role, owning renewals & expansions.
• Commercially driven – You’re comfortable talking renewals, expansion, and account growth, not just relationship management.
• Resilient & adaptive – You love startups and thrive in fast-moving, evolving environments where the product isn’t perfect (yet).
• Data-focused – You know how to use data and insights to prove value and drive adoption.
• Customer-obsessed – You genuinely love solving customer challenges and helping them win.
• Exceptional communicator – You can confidently engage with senior stakeholders, guiding them towards strategic decisions.
• Collaborative & proactive – You take ownership, work cross-functionally, and never wait for someone else to solve a problem.
• Tech-savvy – You’re comfortable with CS tools (HubSpot) and can manage multiple accounts efficiently.

Benefits

• High-Impact Role – Own and grow key customer relationships in a fast-scaling company.
• Global Expansion – Be part of a team taking Appetise from NZ/AU to global markets.
• Commercial Growth Opportunity – Drive renewals, expansions, and revenue growth in a fast-moving SaaS startup.
• Cross-Functional Exposure – Work closely with Sales, Product, and Marketing to influence strategy and execution.
• Flexible Work Culture – Work flexibly from our new Surry Hills, Sydney office.
• Fast Career Progression – Join early and grow fast—this is a role for future leaders.

🚀 Ready to make an impact?

Apply now. Let’s build something extraordinary.

1. Apply now + a share quick note on why this role excites you.
2. If you’re a good fit, we’ll set up an intro call to learn more about you.
3. Successful candidates will have a final-stage interview with our CEO.
4. If you impress us, we’ll move fast—we’re looking for top talent NOW.

Applications close when we find the right person, so we encourage you to send in your info quickly if you’re interested.