Customer Success Manager - Retail

We are a growing community safety tech company based in Melbourne. We're now expanding into retail crime intelligence, working with both independent store networks and major national retail brands to protect their staff and assets while empowering and supporting them to be actively involved with their local communities.

This is our first CSM hire. You'll manage a portfolio of retail clients ranging from regional store groups through to enterprise accounts with hundreds of locations. If you nail it, there's a clear path to Head of Customer Success within 12 months.

What you'll actually do

• Onboard and manage retail clients across a mix of independent store networks and enterprise accounts
• Be the go-to person for your clients, from a 15-store supermarket group through to a 400+ store national chain
• Build genuine community engagement among store operators and their local community, collaborating on safety, and actively using the platform together
• Run QBRs for enterprise clients and regular check-ins for smaller accounts
• Feed product insights back to our dev team based on what you're hearing in the field
• Help shape our CS function from scratch - processes, playbooks, SLAs

What we need

• Retail experience is mandatory. You've worked in or directly with multi-site retail businesses. Franchise and independent retail experience is a plus.
• Proven customer success or account management track record across a mix of account sizes
• You understand community development - not just platform adoption metrics, but getting people genuinely engaged in collective action
• Comfortable presenting to franchise committees and independent store owners alike
• Self-starter who thrives in a startup environment with minimal hand-holding
• Melbourne-based (some national travel required for store visits and client meetings)

What's in it for you

• Ground floor of a company with an active pipeline across multiple Australian retail segments
• Direct line to the CEO and founders - your voice shapes the product and the business
• Competitive salary: $115K + super
• Real career trajectory - Head of Customer Success within 12 months is realistic