Senior Customer Success Manager

SKUTOPIA is on a mission to democratise and decarbonise logistics.

SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers - eliminating inefficiencies inherent in traditional 3PL models, such as human error, high labour costs, and carbon-heavy processes.

Our advanced robotics and proprietary AI empower our customers to scale faster with high-speed, high-quality fulfilment at a fraction of the typical cost - while also driving both revenue and profit growth.

Founded in 2018 by Talea Bader and Emily Townsend, SKUTOPIA began as Sydney’s first eCommerce co-working space. After witnessing firsthand the logistics challenges faced by SMBs, the founders evolved the business into a tech-first fulfilment solution.

Role Overview

• This role will lead the overall implementation of onboarding our most important clients (merchants) - owning all aspects from project management to account management. We're looking for someone who has lived and breathed eCommerce, understands the technical intricacies of fulfilment operations, and can creatively solve real-world business problems with a commercial mindset. This is a critical role that combines project management, hands-on execution, strategic process improvement, and customer advocacy to drive exceptional client outcomes and long-term retention. You’ll be at the heart of our client experience, partnering closely with operations, product, and tech to ensure our service evolves in line with the needs of fast-scaling eCommerce businesses.
  
  

Key Responsibilities

• Lead the onboarding of our larger merchants, including facilitating the cross-functional project management of our sales, operations, product, and other teams to set up both the client and our internal teams for success.
• Continually improve the onboarding process to ensure smooth client transitions from sales, set the right expectations, and proactively provide sufficient guidance.
• Act as the primary point of contact for high-value clients, fostering strong partnerships — ensuring we deliver both strategic value for them and operational excellence.
• Facilitate the problem solving for more complex customer escalations, by being the on-site liaison between our warehouse operations team and remote customer support team
• Analyse data to proactively monitor performance and identify any operational or commercial risks.
• Act as the voice of the customer, collecting feedback, analysing data, and synthesising them into actionable insights for the tech and operations teams
• Partner with the leadership team, and work closely with the Head of Customer Success to design and implement SKUTOPIA’s customer success strategy
  
  

What Skills & Experience Are Beneficial

• Previous relevant professional experience (5+ years) in Customer Success, Project Management, Technical Account Management, Implementation/Delivery Management, or other business customer-facing roles - with a strong preference for candidates who have worked hands-on in eCommerce, retail, operations, or logistics.
• Exceptional communication skills, both written and oral, and confidence working with diverse stakeholders
• A proven track record of solving complex operational problems that span technical systems, supply chain constraints, and commercial relationships.
• Demonstrated ability to de-escalate tense situations, deliver mixed news with clarity and empathy, and set realistic expectations with clients and internal stakeholders.
• A strong commercial mindset and comfort engaging in discussions that balance client success with business viability.
• Experience working cross-functionally with product, tech, finance, and operations teams.
  
  

What’s in it for you?

• Work hands-on with cutting-edge robotics and AI technologies at a dynamic, purpose-driven company shaping the future of logistics
• Competitive salary and benefits package
• Career growth opportunities with opportunities to grow into a leadership role
• A supportive and inclusive workplace that values innovation, collaboration, and personal development
• Being a part of a company that deeply values our culture and our people
• Work alongside a curious, driven, and resilient team that brings a genuine growth mindset to everything they do