Scale Customer Success Manager
mercha.com.auCustomer Success hire | Build the repeat engine
Turn first orders into a habit. This is the seat for someone who wants to build the system that keeps hundreds of customers coming back, not just the relationships with a handful of them.
Position: Full-time
Work environment: Hybrid, 3 days in office (Sydney CBD), 2 days remote
Package: $90K base + $35K variable at target (OTE $125K), uncapped
Trajectory: Expansion CSM on a named book, or CS lead as the function scales
Location: Australia (APAC remit)
Merch is broken: slow, manual, and trapped in spreadsheets. Mercha is the fix: a brand-new platform that marketers, HR teams, and office admins actually get excited about. We're building a category-defining company at the crossover between technology and physical goods.
Most of our customers will never have a dedicated account manager, and they shouldn't need one. Your job is to make the platform, the campaigns, and the touchpoints do that work instead: to design a tech-touch motion that turns a long tail of one-off buyers into a predictable repeat engine.
You'll carry a $700K number at run-rate, and you'll hit it through leverage: lifecycle campaigns, in-product prompts, seasonal plays, reorder triggers, and the occasional well-timed call. This is part customer success, part growth marketing, part operations. If you like building the machine more than working the queue, this is your seat.
What you'll own
- The repeat revenue number for the scale segment: $700K at run-rate
- The tech-touch motion from first order to reorder: onboarding, adoption, reactivation
- Lifecycle campaigns and in-product prompts that drive orders without a rep in the loop
- Segmentation: who gets automation, who gets a human, and where the line sits
- The seasonal calendar: onboarding waves, EOFY, end-of-year gifting, new-starter kits
- Health signals and churn triggers, and what we do when they fire
- A clean handover path to Expansion CSM when an account outgrows tech touch
- The data: what drives a second order, and how we make it happen faster
You're commercially minded and systems-minded at once. You've carried a retention or expansion number, and you'd rather fix the reason customers don't come back than chase each one individually.
You're probably someone who:
- Has 3 or more years in customer success, account management, or lifecycle marketing
- Has carried a retention, expansion, or repeat revenue number and hit it
- Is comfortable in the tooling: CRM, lifecycle automation, and reporting
- Reads data properly and can tell a real signal from noise
- Writes well: your emails and in-product copy get opened and acted on
- Is organised enough to run many accounts at once without dropping any
- Wants to build a function rather than inherit one
This is a build, not a maintenance job. The scale segment is where our next few million in revenue comes from, and nobody owns it yet.
- Build it: design the tech-touch motion from the ground up
- Own it: a revenue number of your own, not a satisfaction score
- Prove it: a direct line between what you build and what the business earns
- Climb it: a path to a named expansion book or CS leadership as we scale
We're honest about money and clear about the climb.
- Base: $90,000 plus superannuation
- Variable at target: $35,000 (OTE $125,000), uncapped
- Quota: $700K repeat and expansion revenue at run-rate, ramped in your first year
- How it pays: below 80% of quota pays nothing; 80% to 100% pays 3% of attained revenue; 100% to 150% pays 5%; above 150% pays 10% on the excess. Paid quarterly in arrears on collected invoices.
- Next: Expansion CSM on a named book, or CS lead, with the package to match
Build the engine properly and it compounds. Your best quarters pay accelerators, not applause.
- Flexibility: hybrid working, 3 days in our Sydney CBD office, 2 days remote
- Growth: learning and development budget, coaching from the CS lead
- Leave & wellbeing:
- Female health leave 10 days
- Mental health leave 5 days
- Volunteer leave 5 days
- Team & culture: periodic offsites, team events
- Merch: the best-in-class gear you'll be looking after
Mercha is one of the fastest-growing merch platforms in APAC, helping modern brands create, store, manage, and distribute merchandise at scale across Australia and Asia.
We work with brands like Notion, Airwallex, Heidi, OKX, and Klaviyo to make merch scalable and genuinely exciting. With warehousing and distribution across Australia and Singapore, we're building the infrastructure layer for how global brands manage merch in the region.
We're growing fast, launching new platform technology, expanding internationally, and building a category-defining business in the process.
If this is the role you've been waiting for, send your CV to shirley@mercha.com.au with the headline "Scale CSM role - ".
Mercha is an equal-opportunity employer. We welcome applicants of all backgrounds and are committed to building an inclusive team.