Customer Success Lead
Full-Time | Sunshine Coast, QLD | Hybrid
ABOUT COVA
Cova is a fast-paced, high-growth company reshaping how insurance broking businesses operate. With a growing product suite, an established Australian presence, and a newly launched London team, we are scaling rapidly and looking for people who thrive in dynamic environments where impact is real and visible.
ABOUT THE ROLE
We are looking for a Customer Success Lead who is equal parts relationship builder, product champion, and commercial driver. In this role you will own the post-sale experience for our clients – ensuring they get maximum value from Cova, adopt best practices, and grow with us over time.
You will be the trusted advisor that broking businesses turn to for guidance. You will proactively identify opportunities to cross-sell and upsell our expanding range of products, with confidence that the value you deliver is disproportionate to the investment. The right person sees account growth not as a sales exercise, but as a natural outcome of deeply understanding a client's business and matching them with the right solutions.
KEY RESPONSIBILITIES
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Client Relationship Management:
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Own and nurture a portfolio of existing client accounts, building deep, trusted relationships with key stakeholders across broking businesses.
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Act as the primary point of contact for client queries, ensuring timely resolution and a consistently excellent experience.
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Segment, tier, and prioritise accounts based on profitability and strategic value – allocate your time where it matters most.
Training, Onboarding & Best Practice:
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Lead onboarding for new clients, ensuring rapid time-to-value and high adoption rates.
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Deliver ongoing training sessions via phone, video demonstrations, recorded webinars, and in-person workshops at conferences and events.
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Develop and share best-practice guides, content, and resources that help clients get the most from Cova's platform.
Revenue Growth & Account Expansion:
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Identify and execute cross-sell and upsell opportunities across Cova's growing product range.
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Grow the overall value of accounts by deeply understanding each client's needs and matching them with the right solutions.
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Track expansion pipeline, forecast renewals, and contribute to revenue targets well
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Represent Cova at national conferences, industry events, and client meetings with confidence and credibility.
CRM Hygiene & Operational Excellence:
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Maintain great CRM records, calls logged, notes captured, opportunies well organised.
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Use data to inform prioritisation decisions, identify at-risk accounts early, and surface growth opportunities.
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Build repeatable processes that scale as the client base grows.
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Leverage AI tools to manage workload, draft communications, and operate efficiently at pace.
WHAT YOU'LL BRING
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Demonstrated experience growing key accounts and expanding revenue within a B2B SaaS or technology environment.
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Genuine empathy for the businesses you support
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Commercial confidence: you are comfortable having value-based conversations that increase account size, because you know the ROI is there.
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High-volume activity mindset: you are energised (not overwhelmed) by a busy calendar of calls, demos, and client interactions.
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Proven ability to deliver engaging presentations across multiple formats: phone, video, webinar, recorded content, and live in-person events.
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Excellent prioritisation skills: you know how to segment a book of business and focus your energy on the highest-impact activities.
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Strong CRM discipline with experience in note-taking, pipeline management, and account segmentation.
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Technical aptitude: you can confidently explain a software solution to non-technical audiences and troubleshoot common issues.
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A genuine willingness to learn the insurance broking industry deeply and become a subject-matter expert.
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Strong writing skills: you can produce clear, professional content for clients and internal stakeholders.
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Comfortable using AI tools to manage your own workload, draft content, and increase personal productivity.
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Willingness to travel nationally for conferences and events, with openness to occasional international travel (UK).
NICE TO HAVE
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Familiarity with the Australian general insurance market.
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Previous experience in a high-growth startup or scale-up environment.
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Experience with customer success platforms or tools
WHY COVA?
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Join a fast-moving company where your work has a direct, visible impact on client outcomes and business growth.
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Work with a passionate, tight-knit team across Australia and the UK.
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Sunshine Coast lifestyle with hybrid flexibility – the best of both worlds.
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Opportunity to travel nationally and internationally as the business scales.
Be part of building something meaningful in an industry ready for transformation.