Customer Success Manager (Remote)

About Us

At SWOOP Analytics we’ve spent the last 10 years empowering organisations with actionable data-driven insights that transform internal communication and spark engagement. We’re proud to work with internationally recognised brands like Visa, Coca-Cola, and Qantas (to name just a few). This is an excellent opportunity to join a growing, dedicated customer success team, helping us lay the foundations on which we can continue to build our global presence. This is a remote role, open to anyone based in Australia, but within commuting distance to one of the major cities with an international airport. You must:

• Have full, ongoing and unrestricted working rights in Australia.

• Be a current Australia resident.

• Not require visa sponsorship now or in the future (applicants on student visa are not eligible).

The role

You’ll play a key role in helping our customers realise the full value of SWOOP Analytics by building trusted relationships, running engaging sessions, and truly understanding what success looks like for each organisation. You’ll work directly with a portfolio of customers across APAC, guiding them from onboarding through to ongoing success, driving adoption, and helping them turn insights into meaningful action. Along the way, you’ll contribute to shaping our Customer Success approach as we continue to evolve and grow globally.

What you’ll be doing

The ideal candidate will be a target-driven go-getter with a natural ability to build and nurture relationships. Day-to-day you will be:

• Leading onboarding and training sessions for new customers

• Running customer sessions including Quarterly Business Reviews (QBRs), dashboard training, benchmarking reviews and tutorial sessions

• Building and maintaining Customer Success Plans aligned to customer goals

• Driving ongoing adoption, engagement, and value realisation

• Supporting renewal conversations and identifying upsell opportunities

• Advocating and advising your customers

• Working closely with Sales, Product, and Support teams to ensure a great customer experience

What you’ll need

• Experience in Customer Success or Account Management in a SaaS environment is essential.  

• Experience with HubSpot (or another CRM platform) is strongly preferred.

• Our customers are primarily Internal Communications, Intranet, and Employee Experience professionals, so experiences in internal communications, intranet management, or employee engagement would be highly regarded, but not essential.

• Strong communication skills and confidence running customer sessions.

• A proactive, organised approach to managing multiple customers.

• We’re looking for someone who thrives on growth, who reflects on performance, seeks feedback, and is constantly sharpening their customer success approach in a remote setting.

• Willing and able to work flexibly across time zones to accommodate global collaboration and customer needs.

• Comfortable working in a fast-paced, evolving environment.

• Comfort with travelling to meet customers and attend industry events in-person (within the APAC region).

• Committed to personal growth – actively seeking and acting feedback from colleagues and managers.

What you’ll get

• Permanent role with clear targets and priorities.

• Flexibility as a fully remote company – work in a way that suits you, your customers, and your colleagues.

• Work with global brands and high-impact customers.

• Be part of a growing, global organisation with ambitious plans.

• Have the opportunity to shape how we deliver customer success.

• Join a collaborative, supportive team that values initiative and fresh ideas.

• A structured support plan to identify and act on opportunities for growth.

If you’re looking for a role where you can build strong customer relationships, develop your skills, and make a real impact, we’d love to hear from you.

Recruitment process

We aim to keep our recruitment process clear, engaging, and reflective of the role itself.

REQUIREMENTS: To be considered for this role, please include a cover letter with your application.

• Shortlisted: If shortlisted, we'll invite you to complete a short questionnaire so we can learn more about your Customer Success experience, approach, and strengths.

• Meet & Greet (20 minutes): A short, informal conversation to get to know each other and learn more about you and your interest in the role.

• Interview + Assessment (45 minutes): You’ll be asked to present a short assessment outlining how you would launch a new product to existing customers. This will be followed by a discussion and interview questions.

We aim to have this role filled by mid-late September.

We’re not looking for perfection, we’re interested in how you think, communicate, and approach real Customer Success scenarios.