Senior Customer Success Manager (Hybrid, Sydney)
The Opportunity
This is a foundational hire. You'll own a portfolio of accounts across Australia and the US and, for the right person, grow into leading the Customer Success function as we scale. You'll sit alongside our Sydney engineering & product team, giving you a direct line between what customers need and what gets built. Alongside our CEO, you'll own the CS strategy and performance from day one.
What You'll Own
* A portfolio of accounts across Australia and the US, end to end: onboarding, health, renewals, and expansion
* Getting customers live quickly: deploying agents across their channels, connecting their knowledge sources, and configuring the skills and workflows that drive real resolution
* Commercial outcomes: GRR, NRR, and expansion conversations tied directly to the ROI your customers are seeing from Brainfish
* Working alongside our Sydney engineering team to translate what you're hearing from customers into what gets built next
You'll Be a Great Fit If You
* Have 5-8+ years in Customer Success at a technical B2B SaaS or AI company, with strong commercial outcomes (NRR improvement, expansion revenue, churn prevention)
* Are technically capable - you can configure an AI agent, understand integrations, read API documentation, and engage credibly with engineering on product and performance questions
* Know how to use product data to run a commercial conversations
* Can hold a room with a VP of Support and a VP of Engineering in the same conversation
* Have owned retention targets, not just contributed to them
* Are a self-starter: you identify the gap, build the solution, and execute without waiting to be asked
* Are comfortable working across global timezones; you'll regularly be operating across Australia and the US
* Are comfortable building in a startup environment where the tools, the process, and the team are still taking shape
* Move with urgency; our customers have high expectations and you'll match them
Ideal Experience
* A track record of owning revenue outcomes in a CS role; not just managing relationships but growing them
* Experience helping B2B SaaS customers get meaningful ROI from a technical product, end to end
* Enough AI/ML literacy to understand how an LLM-powered product works and have a credible conversations
* Hands-on experience with support tooling: Zendesk, Intercom, HubSpot, Slack, Salesforce
* Bonus: experience with AI/ML products, developer-facing documentation tools, or knowledge management platforms
What We Offer
* Direct access to the CEO and founders
* The chance to define what great CS looks like at an AI company at the start of something important
* A high-trust, high-feedback culture where good work is noticed and rewarded
* Competitive salary, equity, and benefits
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