Customer Success Manager

Australia’s manufacturers and fabricators run some of the most complex operations in the economy. Most of them are still doing it through spreadsheets, text messages, and tribal knowledge. Factory exists to fix that.

We build B2B SaaS specifically for SMB manufacturers and fabricators — a single platform for quotes, orders, job scheduling, shopfloor communication, and payments. We are early, growing fast, and working in a market that is genuinely underserved. The customers who adopt Factory don’t just improve their software stack. They change how their business runs.

This is a commercial seat with real ownership. You will manage a portfolio of 150 to 200 SMB accounts: manufacturers and fabricators who have adopted Factory and need a trusted partner to extract value from it. Your primary accountability is renewal. You own it.

You will run the post-onboarding customer journey: proactive health management, cadenced reviews, early churn intervention, and the account relationships that make customers stay and grow. Expansion accountability comes later as the function matures, for now, renewal is the number.

This is not a steady-state account management role. We are still building the CS function. You will have genuine input into how we do QBRs, how we health score, how we segment, and how we communicate at scale. If you need a fully-built playbook to operate from, this is not the right seat. If you want to build one, it is.

Renewal Accountability

• Own renewal rates across your portfolio. Know your at-risk accounts before they tell you.
• Build and execute account plans focused on value realisation and retention.
• Run cadenced business reviews with key accounts, surfacing ROI and product usage data.
• Maintain accurate renewal forecasting within HubSpot.

Customer Health and Risk Management

• Monitor health signals and engagement metrics across a high-volume SMB portfolio.
• Identify churn risk early and execute mitigation playbooks proactively.
• Escalate and resolve complex issues in close partnership with Product and Engineering.
• Own churn analysis within your portfolio and surface structured insights that improve both product and process.

CS Infrastructure

• Help build and refine CS systems: health dashboards, playbook templates, HubSpot workflows, QBR frameworks, churn risk workflows, and communication cadences.
• Act as the internal voice of the customer — synthesise feedback into structured themes for Product and Engineering.
• Participate in product discovery with real customer workflow context.
• Contribute to knowledge base and in-app guidance content that scales support without scaling headcount.

Expansion Pipeline

• Surface and flag upsell and cross-sell signals to Sales. You are the source of truth on account readiness.
• Drive product adoption and usage depth through targeted training and enablement.
  
  

Must Have

• 3+ years in a CSM or account management role in B2B SaaS, with direct ownership of renewal outcomes, not just activity.
• Experience managing a high-volume SMB portfolio. You understand that 150 to 200 accounts requires systems and segmentation, not just relationships.
• Demonstrable track record of retention: you can speak to renewal rates, churn interventions, and the levers you pulled.
• Strong ability to build relationships with owner-operators and operations managers — people who are time-poor, direct, and uninterested in corporate process.
• Comfort with ambiguity. You have built process before, not just followed it.
• Proficiency in HubSpot or a comparable CRM platform.
• Based in Sydney and able to work full-time from our Surry Hills office.

Preferred

• Domain familiarity with manufacturing, fabrication, construction, or similar trades-adjacent industries.
• Experience building CS infrastructure from scratch or near-scratch: health scoring models, segmentation frameworks, QBR programmes.
• Strong grasp of SaaS metrics: GRR, NRR, time-to-value, activation rates, product adoption depth.
• Experience working with Australian SMB customers.
  
  

• A commercial CS seat with genuine accountability — you own renewal, not just relationships.
• A product with real domain depth serving a customer base that is loyal when you serve them well.
• Direct influence over how the CS function is built as Factory scales. Early enough to shape it; resourced enough to execute.
• Close daily collaboration with Product, Engineering, Sales, and Onboarding — in a team small enough that your contributions are visible.
• A Surry Hills office one minute from Central Station with a high-energy, supportive team.
  
  

This role is full-time in our Surry Hills office. The nature of the work — close collaboration with Product, Engineering, Sales, and Onboarding; in-person standups; workflow design sessions; rapid iteration on customer problems — requires being in the same room. On-site presence is an inherent part of the role, not an afterthought.

It also happens to be a good place to come to work. The team is direct, supportive, and high-calibre. There is great coffee, good snacks, and an office culture that makes the day-to-day more rewarding.