This is a Customer Success Manager role with Instant based in Sydney, NSW, AU Instant Role Seniority - mid level More about the Customer Success Manager role at Instant Instant is a product-driven company on a mission to power the world’s most innovative brands - driving their revenue and retention on autopilot. We’re building the first AI-powered marketing manager for ecommerce. Currently in an exciting hyper-growth phase, expanding the business by over $1M in new revenue every month, with 4 products in market, entering and hiring in new global regions, having raised $30M from top VCs. 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 maximize 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 - analyze pain points, showcase success stories, and use data to drive decision-making across the business What You'll Bring: 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 Success Looks Like: Rapid activation – Customers onboard and see value within weeks, not months High retention & satisfaction – Measured through logo & revenue retention, CSAT, and NPS Revenue expansion – Customers adopt more features and grow their investment in Instant Data-driven impact – Customers clearly understand the ROI of Instant and see quantifiable business improvements Customer obsession – You understand our customers and product deeply, driving a customer-first culture across the business Your First 30 Days: Week 1: Shadow experienced CSMs to understand customer workflows and best practices Week 2: Own your first activation, guiding a customer from onboarding to full launch By Day 30: Successfully drive at least 10 customers live while building relationships and identifying expansion opportunities Instant, more than just a job. Competitive Salary - We commit to paying globally competitive salaries to our incredible team. Equity in the company - Nobody is a renter. Everyone is an owner, having equity in the company so we can all benefit from our hard work and future success. Company Offsite - We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead. Additional leave per year - In addition to the standard 4 weeks of leave per year, Instant also ensures the end of year shutdown (across Christmas and New Year) is a fully paid break A-Player Team - A-players want to work with A-players, and hence we take our team and talent very seriously. We work hard, stay focused on the things that matter, and celebrate the wins. Company Socials - We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team! Previously we have done Axe Throwing, Bowling and even Surfing together… just to name a few. Tools - You’ll receive all new equipment including a MacBook Pro, monitor, and accessories. Flexible Home vs Office - Instant prioritises the value, creativity and energy of being together in person, based in our newly opened offices in Sydney or New York. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Instant team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Owning the onboarding process Building consultative relationships Driving account growth Key Strengths Customer Success Experience Analytical Skills ️ Communication Skills Digital Marketing Knowledge ⚡ Fast-Paced Adaptability Data-Driven Decision Making A Final Note: This is a role with Instant not with Hatch.
