Overview
Customer Success Manager (Gen AI Workflows) – Sydney, Australia. OLIVER is the world's first specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems. We partner with clients across 40+ countries to drive creativity and efficiency through AI-enabled solutions as part of The Brandtech Group.
Role: Customer Success Manager (Gen AI Workflows)
Location: Sydney, Australia
What you will be doing
* Codify (Workflow Design)
o Architect Gen AI Playbooks: Translate client objectives into repeatable Pencil Pro workflows; define how a marketing brief becomes a finished asset using AI agents.
o Insight-to-Action Loops: Operationalise Share of Model data; build workflows where SoM insights trigger new creative generation in Pencil.
o Governance & Safety: Establish rules of engagement for client teams, ensuring enterprise features (data ring-fencing, role-based access) are used safely to innovate.
* Embed (Adoption & Change Management)
o Drive Usage: Integrate Pencil Pro into daily creative workflows and move teams toward AI-assisted production.
o Strategic QA: Audit outputs to ensure prompts hit brand guidelines; maintain quality and consistency.
o Stakeholder Alignment: Map the client organization and secure buy-in from CMOs to performance marketers.
o Prove Value: Deliver ROI analysis showing reduced CPA or faster production compared to prior agency models.
o Expansion: Identify opportunities to scale workflows from pilots to broader portfolios (Global/Regional).
o Product Loop: Feed Australian market feedback to product teams to shape Pencil and SoM roadmaps.
What you need to be great in this role
* Professional Experience
o 3-5 years in High-Growth SaaS or AdTech with enterprise account experience.
o Hybrid background in technology and creative; understanding of marketing briefs and software deployment.
o Proven retention & expansion: demonstrated growth of client accounts through usage data.
* Technical & Product Aptitude
o Workflow Architect: ability to deconstruct processes into software-defined workflows and insert AI agents where needed.
o Prompt Literacy: deep understanding of prompting LLMs and diffusion models; coach clients to improve prompts.
o Data-Driven Storytelling: work with unstructured data and SoM analytics to inform strategy and budget shifts.
* Commercial & Strategic Mastery
o Challenger Mentality: challenge outdated thinking and guide scalable generation.
o Executive Presence: communicate with CMOs and Creative Directors; translate AI concepts into business value.
o Change Management: navigate organizational resistance and build champions for Gen AI adoption.
Company values
Be Imaginative, Be always learning and listening, Be actively pro-inclusive and anti-racist.
OLIVER is an equal opportunity employer. All applicants are considered without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other protected characteristic. OLIVER is part of The Brandtech Group and committed to sustainability goals.
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