Customer Success Manager (Mid-Level)

Please submit your application prior to Monday, 20 April.

Customer Success Manager

Australia (fully remote) | Full-time

Great with people and passionate about problem-solving? You might be Yarno's next Customer Success Manager!

About Yarno

We're a fully remote learning tech company helping teams do better work through better training. Our bite-sized campaigns blend quiz-based learning with engaging videos and multimedia to drive real behaviour change.

About the role

This isn’t a typical CSM role! Yes, you'll own a portfolio of customers — but you'll also get your hands dirty creating learning content using AI tools, working largely independently to make campaigns happen for your customers.

We're looking for a proactive and people-focused Customer Success Manager to help our customers maximise the benefits of Yarno. In this role, you'll work closely with a small number of high-value customers, building strong relationships, guiding them through onboarding and campaign delivery, and using data to demonstrate real business impact.

What makes this role a little different is that you'll also get hands-on with learning content — partnering with customers to plan and draft campaigns, coaching them through the content process, and using AI tools to work efficiently. You won't need a formal L&D background, but you'll need to be comfortable getting into the content when your customers need it. Around 30-40% of our customers rely on us to create content for them, so this is a regular part of the role — and we take a structured approach to onboarding you into it, so you won't be thrown in the deep end.

Your tasks and responsibilities

• Build strong customer relationships by understanding their goals and recommending solutions that drive real business impact
• Lead post campaign reports, reviews and check-ins, using data and insights to show value and support decision-making
• Identify and drive upsell opportunities within your accounts, and collaborate with Sales to grow customer accounts
• Onboard new customers and guide them to get the most out of the Yarno platform
• Spot risks early and take proactive steps to reduce churn and retain customers
• Own content creation for most customers — using AI tools to draft and review learning content on their behalf, and escalating to our learning designer when the work needs specialist input
• Use AI tools to create and iterate on learning content efficiently and to a high standard
• Share customer feedback and act as the voice of the customer with our Product, Sales and Marketing teams
• Contribute to Yarno's growth by supporting strategic projects and customer-focused initiatives

Your skills and experience

You're a great fit for this role if you:

• Are a mid-level CSM looking to grow your skills in a small, high-performing team of 12 people
• Are motivated to build strong, trusted relationships and know how to support customers to achieve their goals
• Are motivated to raise ideas and take ownership to deliver them
• Communicate clearly and confidently in meetings, emails, and written updates
• Juggle multiple priorities and keep projects moving in a fast-paced environment
• Enjoy solving problems and asking the right questions to uncover what customers really need
• Are comfortable working with content — whether that's drafting, editing, or structuring information clearly
• Are already experimenting with AI tools in your work or personal life — and are genuinely excited about what's possible
• Thrive working independently — you manage your own time and priorities without needing close direction, and you're proactive rather than reactive
• Stay curious and adaptable, always open to feedback, new tools, and better ways of working

You might have experience as a customer success manager, account manager or in a client services role. Maybe you've worked in SaaS, tech, education or an agency, supporting a smaller number of high-value customers. You've likely owned customer relationships end-to-end, solving problems and driving real outcomes. Experience or genuine interest in learning, learning design, content writing or instructional design would be a bonus — but it's not essential. What matters most is that you're curious, capable, and keen to grow.

We haven't drunk the Kool-Aid on AI. We use it because it makes our work better and helps us deliver more value to our customers. We're thoughtful about where and how we apply it, and we're looking for someone who shares that mindset: genuinely excited about what's possible, but always focused on outcomes over hype.

We also require you to like any or all of the following:

• Arrested Development
• The Office (US version > UK version!)
• Ted Lasso

(Well, it's not a strict requirement, but it is looked upon favourably 😄. Is your favourite show of all time missing? Let us know!)

Perks and benefits

We know every company says it, but Yarno's genuinely a great place to work. We're a small business that values learning, growth and self-development, and we've built a culture that supports honest feedback, collaboration and taking on new challenges together. In 2025, we were proud to be named a Breakthrough Culture Award winner as one of Australia's Most Loved Companies to Work For.

Here are just a few of the benefits you'll enjoy at Yarno:

• Work remotely from anywhere in Australia (East Coast hours)
• Flexible working hours so you can balance life admin alongside your work
• Eight additional leave days, including six wellbeing days and two doona days each year to support your mental health and self-care
• $500 annual learning allowance to invest in your skills and development
• $500 one-off budget to help you set up your home office
• Employee Assistance Program (EAP) offering free, confidential support and coaching for your mental wellbeing
• Regular company offsites, catch-ups and celebrations throughout the year

For this role, the full-time salary range is up to $90,000 + super, based on experience.

Sound like you?

At Yarno, we're committed to inclusive hiring and value diversity in all its forms. We're looking for potential, passion, and personality just as much as experience, and we encourage you to apply even if you don't meet every requirement.

Our interviews are conducted virtually, and we're happy to accommodate any reasonable adjustments you need. The successful applicant will be required to undergo a National Police Check and must have the right to work in Australia.