Customer Success Manager

Company

Style Arcade is a leading modern merchandise planning platform for fashion brands and retailers. It brings together data science, AI and visual planning to enable smarter, faster product decisions across buying, planning and trading teams.

By creating a single source of truth for omni-channel product and sales performance, Style Arcade integrates seamlessly with ERPs to create a digital workspace that replaces fragmented spreadsheets and manual reporting with real-time, collaborative planning. The platform connects buying, planning and e-commerce teams in unified workflows, enabling digital range planning, automated trading processes and size-level forecasting.

Style Arcade drives significant efficiencies in how teams determine buying and trading insights and translate them into decisive actions - helping brands improve visibility, strengthen collaboration, and deliver profitable growth.

We power leading retailers and designers like Ralph Lauren, White Fox, The Iconic, David Jones, Princess Polly, Aje, Christopher Esber and Tibi.

Why this role exists

Customer experience is central to how we operate and improve at Style Arcade. We care deeply about the quality of every interaction, and this role exists to help us continue lifting that standard for our customers.

We’re looking for a hands-on Customer Success Manager to improve how we resolve customer issues today, and how we evolve the systems, workflows, and capability behind it over time.

The focus is simple: fast, accurate, high-quality outcomes for our customers - and continuous improvement in how we deliver them.

You’ll bring structure and clarity to how support operates, while staying close enough to the detail to understand friction and turn it into action.

Role Overview

We’re looking for a hands-on Customer Success Manager who is driven by customer outcomes and takes pride in precision and quality.

This is a player-coach role. You’ll lead a small team while staying close to day-to-day customer issues - working directly on complex problems, owning resolution end-to-end, and partnering closely with Engineering to get to the right outcome quickly.

You’ll sit close to both product and customer, with real ownership over how issues are resolved and how the support function improves over time.

• Success in this role is measured by CSAT, first contact resolution, and the speed and quality of resolution - alongside your impact on team capability and operational improvement.

Role Accountabilities

• Build strong customer relationships through deep understanding of their workflows
• Own resolution of complex support issues, including integrations and APIs
• Drive issues to resolution end-to-end with Engineering where needed
• Maintain high standards of accuracy, speed, and customer communication
• Spot patterns in customer issues and turn them into product and process improvements
• Lead and develop a small team through hands-on coaching and clear expectations
• Improve workflows, tooling, and knowledge systems to increase efficiency and scale
• Partner cross-functionally to resolve issues and improve customer experience
• Contribute to a culture of ownership, curiosity, and continuous improvement

About You

You’re a strong operator who works best close to customers, product, and problems. You bring:

• Experience in SaaS customer support or customer success
• A strong bias toward customer outcomes, quality, and follow-through
• Comfort with technical systems, ideally including APIs or integrations
• Strong analytical thinking and pattern recognition
• The ability to translate customer problems into clear engineering context
• Clear, confident communication across customers and internal teams
• A bias toward action, ownership, and continuous improvement

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• Surry Hills office; 5 minute walk from Central Station
• Paid Birthday day off
• Access to discounts with Brands we work with!