Customer Success Manager

Sugarwork is building the infrastructure for intelligent organisations.

As part of the Decidr AI Industries (ASX: DAI) ecosystem, Sugarwork helps organisations capture operational knowledge, structure workflows, and unlock AI-driven execution at scale.

We work at the intersection of knowledge capture, workflow intelligence, and AI-powered decision-making — helping businesses transform how work gets done.

We’re growing our APAC presence and looking for a Customer Success Manager who can build trusted customer relationships, drive product adoption, and help customers realise measurable value from the Sugarwork platform.

About the Role

We’re looking for a Customer Success Manager, APAC to own and grow relationships across our regional customer portfolio.

You’ll act as the primary commercial and relationship lead for APAC customers — partnering closely with product, delivery, and commercial teams to ensure customers achieve strong outcomes, adopt the platform successfully, and continue growing with Sugarwork over time.

This role is ideal for someone who combines commercial instincts with strong relationship management capability and enjoys operating in fast-moving, high-growth environments.

In this role, you will:

• Own the end-to-end customer relationship across APAC accounts, serving as the primary point of contact for senior stakeholders
• Drive customer onboarding, product adoption, engagement, and long-term value realisation
• Proactively manage customer health, identifying risks and opportunities early
• Lead renewal and expansion conversations aligned to customer priorities and business outcomes
• Collaborate with internal product and delivery experts to ensure successful project execution and customer outcomes
• Facilitate discovery and scoping conversations to better understand customer needs and opportunities
• Present updates, recommendations, and insights to customer stakeholders and executive teams
• Build scalable customer success processes and playbooks to support regional growth

You’ll succeed if you:

• Have 3–5 years’ experience in Customer Success, Account Management, or a similar customer-facing SaaS role
• Have experience owning renewals, retention, or expansion conversations with customers
• Are a strong relationship builder who can engage confidently with senior stakeholders
• Communicate clearly and can simplify complex concepts into actionable outcomes
• Are comfortable operating in ambiguity and solving problems proactively
• Work collaboratively across product, delivery, and commercial teams
• Have a customer-first mindset with strong commercial awareness
• Are excited by AI, workflow technology, and the future of intelligent organisations

Why Sugarwork:

• Opportunity to work at the forefront of AI-native workflow and knowledge systems
• Exposure to a fast-scaling business within the Decidr AI Industries ecosystem
• High-impact role with autonomy, ownership, and direct customer influence
• Collaborative, high-performance culture focused on innovation and execution
• Opportunity to shape customer success processes as the business scales across APAC

Apply Now

If the role looks interesting, we encourage you to apply. Our hiring process focuses on how you think, communicate, and solve problems — not just your CV.

About Decidr AI Industries (ASX: DAI)

Sugarwork is part of Decidr AI Industries (ASX: DAI), an agentic transformation group building the infrastructure for organisations to become truly AI-native.

As part of DAI, you’ll work within a broader ecosystem that includes:

• Decidr.ai: DecidrOS, an agentic operating system connecting workflows, data, and decision-making
• Sugarwork: focused on capturing tacit knowledge and enabling AI-driven workflow intelligence

Together, these businesses operate at the intersection of knowledge capture, workflow automation, and AI-driven decision-making.

Backed by DAI, you’ll gain exposure beyond a single entity — working across a group combining the agility of scaling technology platforms with the structure and ambition of an ASX-listed company., not constraint. Ongoing conversations with your manager may build on this as the business changes.