Senior Customer Success Manager

Redcat builds the technology that powers Australia’s favourite hospitality brands, here and abroad. Our Hospitality IT Platform delivers integrated software and hardware solutions connecting POS systems, online ordering, loyalty programs, and mobile apps into one seamless ecosystem.

We’re a culture-first company driven by five core values: integrity, teamwork, innovation, customer centricity, and accountability. If you thrive in an environment where your work directly shapes how millions of people experience their favourite hospitality brands, you’ll feel at home here.

The Opportunity

Impacting hospitality businesses across Australia and internationally, we're looking for a Senior Customer Success Manager to own and grow a portfolio of key client relationships - including some of Australia's most recognised hospitality brands.

This is a high-ownership role with direct influence on client retention, expansion, and strategic outcomes, suited to an experienced operator who wants real autonomy over a strategic portfolio. You'll partner closely with Operations, Implementations, Product, and Support - acting as a trusted advisor who connects client priorities to Redcat's product and service capabilities, with genuine input into what we build next.

At Redcat, we value deep client understanding and proactive relationship management. The Senior Customer Success Manager is central to how we deliver on our promise in helping clients achieve their business goals, identifying opportunities for growth, and ensuring every project is set up for success.

What you’ll be doing

• Manage and grow a portfolio of key accounts, with a focus on complex and strategic projects across Australia and internationally

• Act as the primary point of contact for clients, connecting with their key stakeholders to understand business initiatives and challenges

• Liaise with clients and internal departments to communicate priorities and ensure the successful delivery of projects and implementations

• Collaborate with technical teams to address and resolve queries in a timely and accurate manner

• Act as a trusted advisor, recommending new services and workflows that help clients achieve their objectives and grow revenue

• Stay informed about industry trends and client developments to anticipate change and influence Redcat’s product roadmap

• Assist customers to scope and document new feature requests

• Negotiate and execute commercial contracts and quotes for SaaS and hardware products

• Track and maintain account metrics, providing accurate forecasting to the business

• Lead by example within the customer team, providing guidance, support, and mentorship to drive team efficiency

What You’ll Bring

Experience

• 5+ years of experience in customer success, account management, or a related field

• Proven track record of managing and growing strategic accounts, including commercial negotiations and contract execution

• Demonstrated experience working cross-functionally with technical, operational, and senior leadership teams

• Strong project management capability - comfortable overseeing multiple concurrent projects and engaging diverse stakeholders

• Proficiency in CRM systems to manage client interactions, pipeline, and data

• Experience in B2B SaaS, hospitality, POS, payments, or platform products (highly desirable)

• Tertiary qualification in business, sales, marketing, or technology (desirable)

Skills & Capabilities

• Excellent verbal and written communication skills; able to deliver confident, clear presentations to senior audiences

• Strong business acumen - quickly understanding and anticipating the business challenges clients face

• Skilled negotiator who can gain consensus, resolve conflicts, and drive productive outcomes with clients and internal teams

• Solid understanding of how to translate client needs into actionable internal requirements and feature documentation

Mindset

• Client-first and outcome-driven; you connect relationship management to measurable business results

• Commercially aware - you understand the hospitality landscape and what operators need to succeed

• A natural collaborator who builds trust across disciplines and elevates the people around them; we win together

• Adaptable and proactive in a fast-paced, evolving software environment

• Live the culture, not just the job; you show up as yourself, connect with teammates on a personal level, and help make Redcat a place people enjoy being part of

Inclusion at Redcat

At Redcat, we believe diverse perspectives drive better outcomes - for our team, our products, and our customers. We’re committed to building an inclusive workplace where everyone feels valued, respected, and empowered to do their best work.

We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people with disability, and members of the LGBTQIA+ community. If you require adjustments to the recruitment process, please let us know - we’re happy to accommodate.