Associate Customer Success Manager

Associate Customer Success Manager Picture this: you’re a procurement director at a major company, and someone asks you a simple question. “Can you guarantee there’s no forced labor in your supply chain?” The pause isn’t hesitation. It is a calculation. You are running through years of contracts, supplier data from every corner of the globe, and compliance requirements that change almost as fast as the news cycle. The reality? You are dealing with one of the most complex challenges in business today, often with tools that were never designed for this level of scrutiny. Your team is sharp, your processes are diligent, but the visibility you need to be certain? That’s the missing piece. And with regulators, executives, and stakeholders all expecting clear answers, it’s no longer enough to piece things together from scattered systems and outdated reports. That’s where we come in. Fair Supply has built a platform that shows companies what’s happening in their supply chains. Modern slavery, emissions, biodiversity destruction. We make the invisible visible. Not just surface level compliance, but real intelligence that helps procurement teams make confident decisions. Why we’re hiring now We have customers who love what we’ve built, and they’re not just buying because they want to, but because there are also significant regulatory tailwinds behind the problem we are solving that requires our solution for compliance. New ESG regulations are hitting enterprise companies across Australia and New Zealand, and the compliance deadlines aren’t moving. This is not a maybe someday problem. It is a “we need this solved by Q2” problem. Which means you’ll be selling into a market where the demand is real, urgent, and growing fast. You would be joining at the exact moment when everything’s starting to click. This is an Associate Customer Success Manager role where you’ll own a portfolio of customers, drive retention and renewals, and help shape how we serve our growing customer base. You won’t just support from the sidelines, you’ll be the trusted partner our customers rely on. The learning curve is real. You’ll need to get smart on ESG regulations fast. But here’s the payoff: you’ll become an expert in a space that’s exploding, selling something that makes the world measurably better. What you’ll do Own your customer portfolio: You’ll start with 40‑60 customers (progressing to 80+ accounts), managing their complete lifecycle from onboarding through renewals. These are your accounts, you’re the primary point of contact, trusted advisor, and the person they call when they need help. Drive retention and growth: Achieve >90% renewals across your book. Monitor customer health, spot risk signals early, and implement mitigation plans before small issues become big problems. Identify expansion opportunities and coordinate with senior CS team members to close them. Dig into the data: Review customer data and outputs for accuracy across various ESG risks. Advanced Excel skills aren’t nice‑to‑have here, they’re essential. Use tools like HubSpot and Amplitude to monitor engagement, track usage patterns, and maintain spotless data hygiene. Build meaningful relationships: Conduct regular check‑ins, product reviews, and success planning sessions. Understand your customers’ business objectives and ESG compliance needs deeply enough to anticipate their challenges before they do. Provide reactive support at scale: Handle customer and supplier requests efficiently. When something lands on your desk, you own it from start to finish. We need someone who keeps going until the outcome is achieved. Build the knowledge base: Develop real ESG expertise. You’ll need to understand modern slavery risks, emissions reporting, supply chain compliance, and our product inside out. Create scalable systems: Help build repeatable processes and templates that work across our customer base. Turn one‑off solutions into systems everyone can use. Share ideas and best practices to continuously improve how we serve customers. Collaborate cross‑functionally: Work with Product, Sales, Marketing, and Data teams. Provide structured customer feedback that influences product enhancements. Escalate complex situations when needed, but own the resolution. You'll love this if you… Have B2B SaaS experience: You’ve spent 1‑3 years in Customer Success, Account Management, or Client Services. You know what it takes to own a portfolio of customers and keep them successful. Know how to wrangle data: Advanced Excel is your friend, and you see patterns where others see spreadsheets. You’re comfortable independently cleaning, analysing, and drawing insights from datasets. Have a commercial eye: You can spot upsell and cross‑sell opportunities naturally while solving customer problems. You understand the business value you’re delivering. Hit your numbers: You have a proven track record of achieving and exceeding renewal targets. You know how to protect and grow revenue. Thrive in organised chaos: Startup life means priorities shift fast, and you can handle the context switching. You adapt quickly without losing momentum. Work independently: You’re comfortable making progress. You are proactive without constant check‑ins and know when to ask for help. Communicate clearly: You can adapt your message whether you’re talking to a CFO or walking a supplier through a process. You stay empathetic while setting clear boundaries. Stay genuinely curious: You want to understand how things work and dig deeper into customer needs, not just check boxes. You’re the kind of person who asks “why” and “what if.” Bonus points if: You have professional ESG experience or sustainability knowledge. You’re interested in automation, AI, and complex data products. You’re familiar with tools like Power BI or Amplitude. What working here feels like You’ll join a team that’s figured out something rare - they know how to be deeply ambitious about the work while staying genuinely kind to each other. People here want to do great work, but egos don’t run the show. When someone hits a rough patch, colleagues show up to help instead of disappearing after offering vague support. You get real autonomy to make decisions and own your work. No micromanaging, no endless approval chains. Leadership keeps everyone in the loop about what’s happening, both the good news and the challenging stuff. The work matters in a measurable and tangible way. We’re helping companies tackle modern slavery, emissions, and biodiversity destruction. It’s energizing to wake up knowing your efforts are making a real difference in the world. We’re not perfect. We’re still building and figuring things out as we go. This role doesn’t follow a strict daily checklist, priorities can shift quickly, and you’ll need to work through ambiguity as we scale in this pioneering space. But we’ve got clear focus, customers who genuinely love what we’ve built, and the kind of momentum that makes you excited about what’s possible. Plus, people here know how to celebrate wins together and laugh when things get messy, which they inevitably do. Ready to make sustainable supply chains your thing? What a chance you have to join a company solving real problems at exactly the right moment. We are proud to have high‑profile ASX and international customers, and we are unashamedly customer obsessed. In this role, you’ll be a critical member of the CS team working closely with the Head of Customer Success and Customer Success Manager. You’ll own real customer relationships, build meaningful impact, and help shape our next phase of growth as a company. You’ll work alongside brilliant people on meaningful work. And you’ll help build the global standard for supply chain transparency. If you’ve read this far thinking “This sounds like the challenge I’ve been waiting for” - let’s talk. Apply now We’d love to meet you. Seniority level Associate Employment type Full‑time Job function Customer Service Industries Software Development Location: Melbourne, Victoria, Australia Salary: A$150,000.00 (annual) #J-18808-Ljbffr