Senior Customer Success Manager

Senior Customer Success Manager (Hybrid, Sydney)

About Brainfish

Brainfish builds AI support agents designed for complex B2B enterprise and growth businesses. Our agents resolve tickets across every channel: chat, email, Slack, Zendesk, help centres, grounded in each customer's real product knowledge, personalised by account, role, and plan. We're not building a chatbot layer, we're replacing the entire support workflow with something that actually works.

We've raised $10M in seed funding, are rapidly expanding globally and need the best people to help us scale.

The Opportunity

This is a foundational hire. You'll own a portfolio of accounts across Australia and the US and, for the right person, grow into leading the Customer Success function as we scale. You'll sit alongside our Sydney engineering & product team, giving you a direct line between what customers need and what gets built. Alongside our CEO, you'll own the CS strategy and performance from day one.

What You’ll Own

• A portfolio of accounts across Australia and the US, end to end: onboarding, health, renewals, and expansion
• Getting customers live quickly: deploying agents across their channels, connecting their knowledge sources, and configuring the skills and workflows that drive real resolution
• Commercial outcomes: GRR, NRR, and expansion conversations tied directly to the ROI your customers are seeing from Brainfish
• Working alongside our Sydney engineering team to translate what you're hearing from customers into what gets built next

You’ll Be a Great Fit If You

• Have 5-8+ years in Customer Success at a technical B2B SaaS or AI company, with strong commercial outcomes (NRR improvement, expansion revenue, churn prevention)
• Are technically capable - you can configure an AI agent, understand integrations, read API documentation, and engage credibly with engineering on product and performance questions
• Know how to use product data to run a commercial conversations
• Can hold a room with a VP of Support and a VP of Engineering in the same conversation
• Have owned retention targets, not just contributed to them
• Are a self-starter: you identify the gap, build the solution, and execute without waiting to be asked
• Are comfortable working across global timezones; you'll regularly be operating across Australia and the US
• Are comfortable building in a startup environment where the tools, the process, and the team are still taking shape
• Move with urgency; our customers have high expectations and you'll match them

Ideal Experience

• A track record of owning revenue outcomes in a CS role; not just managing relationships but growing them
• Experience helping B2B SaaS customers get meaningful ROI from a technical product, end to end
• Enough AI/ML literacy to understand how an LLM-powered product works and have a credible conversations
• Hands-on experience with support tooling: Zendesk, Intercom, HubSpot, Slack, Salesforce
• Bonus: experience with AI/ML products, developer-facing documentation tools, or knowledge management platforms

What We Offer 

• Direct access to the CEO and founders
• The chance to define what great CS looks like at an AI company at the start of something important
• A high-trust, high-feedback culture where good work is noticed and rewarded
• Competitive salary, equity, and benefits