Customer Success Associate

About Vervoe

Vervoe is an AI-native skills intelligence platform used by enterprise organizations to run hiring workflows at scale — assessing capability, reducing mis-hire risk, and making every talent decision explainable. Our customers include some of the world’s most discerning companies, including Lumen Technologies, Australia Post, Rentokil, dentsu, and Tennis Australia.

We’re a team of ~22 people headquartered in Melbourne, with customers across Australia, the United States, and Europe. We’re backed by SEEK — one of the world’s largest HR and employment marketplaces.

The Role

This is a newly created role designed to scale our customer success function. You’ll be the operational engine that keeps our customer success machine running — supporting Account Managers as they build and grow relationships with enterprise customers.

Here’s the split: Account Managers own the relationships and drive expansion. You own making sure everything executes smoothly. That means handling onboarding sessions, managing support tickets, tracking account health, and keeping the team organized. You’re the person who makes sure customers get value fast and problems get solved.

You’ll work with customers across the APAC region and have a team located in both Australia and the US. East coast Australia timing is essential — you get genuine overlap with APAC customers during business hours, and you’re well-placed to support customers across the region.

This role is designed for someone 1–2 years into their career in customer success, recruiting, or implementation. You’re operationally sharp, naturally curious, and comfortable working independently without constant check-ins. You’re still building your enterprise chops — and that’s exactly the point.

What You’ll Do

Onboarding & Customer Enablement

• Run product training sessions with new customers — hiring managers, recruiters, TA leads.
• Guide customers through building their assessment suite using Vervoe's AI Assessment Builder, keeping them aligned with best practices.
• Educate customers on skills-first hiring methodology and support change management conversations where needed.
• Help build and maintain onboarding playbooks as you learn what drives fast time-to-value.
• Track onboarding progress and flag accounts slipping behind to your Account Managers.

Support & Problem Solving

• Own front-line escalations — handle complex support issues that require account context and product expertise.
• Drive issues to resolution, pull in the right internal teams, and manage customer communication through to close.
• Identify patterns in support tickets and surface recurring themes back to Product and the AM team.
• Be the person customers trust to actually solve their problems.

Account Health & Monitoring

• Monitor account health signals and flag concerns early to your Account Managers.
• Support regular check-ins and QBRs alongside your AMs on accounts in your portfolio.
• Surface expansion opportunities to Account Managers when you spot them.
• Partner with AMs on renewal preparation and ensure customers have the support they need to continue.

What We’re Looking For

Must-haves

• 1–2 years in customer success, client services, implementation, or talent acquisition — ideally at a technology company or working closely with a software product. Services experience alone won't be enough.
• Strong communicator — both written and verbal. You can engage confidently with stakeholders at all levels and facilitate meetings that work.
• Genuinely excited to work in a technology startup — the pace, ambiguity, and lack of process are features for you, not bugs.
• Self-driven and organized. You manage your own workload and don't need someone checking in constantly.
• Comfortable using multiple systems and technologies — CRMs, platforms, tools.
• Naturally curious and a problem solver. You ask good questions and dig into issues.

Nice-to-haves

• Exposure to HR tech or talent acquisition software.
• Familiarity with HubSpot or similar CRM systems.
• Experience working across multiple time zones or with global teams.

This role is not for you if…

• You need heavy structure and process to stay motivated.
• You're looking for high variable comp or the complexity of large enterprise deal ownership.
• You have 4+ years in customer success and are looking for a strategic account ownership role.
• You're not based on the Australian east coast and can't work core AEST business hours.

How Success Is Measured

First 90 days

• Onboarding complete — you've run your first set of customer onboarding sessions with support from your AM, and you know the product well enough to answer common questions without escalating.
• Support cadence established — you're handling front-line escalations independently and customers are getting timely, accurate responses.
• Account health visible — you're tracking health signals across your portfolio and flagging risks to AMs before they become problems.

Ongoing

• Customers in your portfolio achieve fast time-to-value and are active on the platform.
• Escalation patterns are documented and fed back to Product and the AM team.
• AMs trust you to run the operational side of their accounts without hand-holding.