Customer Success Manager

Factory is a B2B SaaS platform specifically designed to help SMB manufacturers and fabricators streamline their operations by managing orders, collaboration, job scheduling, and time tracking from a centralised platform. The Role We’re seeking an exceptional Customer Success Manager to join our growing team at Factory. Reporting to the Head of Customer Success, you’ll be the primary advocate for your customers, ensuring they achieve maximum value from our platform while driving retention and growth. Key Responsibilities Customer Lifecycle Management Serve as the trusted advisor and primary point of contact throughout the post onboarding/implementation customer journey. Support the onboarding and implementation journey, ensuring customers reach first value within defined activation windows. Partner with Sales and Onboarding to ensure a smooth handover, clear expectations, and customer readiness. Conduct regular cadenced business reviews assessing performance metrics and identifying growth opportunities. Proactively monitor customer health and engagement metrics, intervening where necessary. Drive customer retention and expansion through strategic account planning. Customer Experience & Support Ensuring all customers receive responsive, high‑quality support to customer inquiries and challenges. Build, refine, and own CS processes (QBRs, health scoring, churn risk workflows, comms cadences). Help define customer segmentation, lifecycle stages and scalable motions as we grow. Identify and escalates product feedback and feature requests to appropriate teams. Provide Tier 2 support for complex workflow issues, collaborating with the Product and Engineering where needed. Help configure and optimise CS‑related systems (HubSpot, playbooks, customer health dashboards). Support documentation of internal processes. Contribute to knowledge base content and in‑app guidance materials. Develop a strong understanding of fabrication and manufacturing workflows, including quoting, job scheduling, shop floor communication, and inventory dependencies. Translate customer business goals into concrete product usage outcomes using consultative, innovative solutions and best practice to help customers in achieving their goals. Strategic Growth Identify and pursue expansion, upsell, and cross‑sell opportunities within accounts. Act as an internal champion for customer insights, synthesising feedback into structured themes for Product and Engineering. Own churn analysis and risk mitigation within your portfolio, surfacing insights that drive product and process improvements. Participate in product discovery with real customer use cases and workflow context. Drive product adoption and usage through training and enablement. Monitor and report on key customer success metrics and KPIs. What we’re looking for Strong relationship‑building and communication skills. Exceptional project management and organisational abilities. Demonstrated experience in customer success or account management in SaaS. Bias towards action over perfection. Comfortable balancing hands‑on work with strategic thinking. Enjoys solving ambiguous operational challenges for customers. Resilience and adaptability in handling challenging situations. Ability to think outside the box to come up with solutions to customers using technology. A true team player who enjoys working collaboratively in a small, but growing team. Ability and willingness to work full time from the Sydney Surry Hills office (1‑min walk from Central Station). Technical & Business Acumen Experience working with SMB customers, ideally in manufacturing or similar industries. Experience working in a scaled Customer Success function managing a large portfolio of accounts. Strong understanding of SaaS business models and customer success metrics. Proficiency in customer success tools and CRM platforms, ideally HubSpot. Data‑driven approach to decision‑making and problem‑solving. Strong preference for experience dealing with Australian customers. What you’ll bring to the table Strong problem‑solving abilities and analytical thinking. Ability to thrive in a fast‑paced, dynamic environment. Commitment to continuous learning and process improvement. Familiarity with fabrication or job shop operations is a plus. Experience with job management or accounting systems. Good sense of humour & happy to get hands dirty to get things done. What we offer Comprehensive exposure to all aspects of a growing SaaS business. Professional development and growth opportunities. Opportunity to shape the customer success function of a scaling, global startup. Autonomy, support & fantastic globally distributed team. Office located in Surry Hills, Sydney – a 1‑minute walk from Central Station. Full‑time in‑office position with supportive, high‑energy culture and great coffee and snacks. The Ideal Candidate Will Demonstrate A passion for customer success and technology adoption. Strong empathy and customer obsession. Ability to thrive in a dynamic, fast‑paced startup environment. Proactive mindset and solution‑oriented approach. Commitment to continuous improvement and innovation. Location: In‑office full‑time at Factory’s Surry Hills, Sydney office. Daily collaboration with Product, Engineering, Sales, and Onboarding teams is required, with regular in‑person stand‑ups and workflow design sessions. On‑site presence is an inherent requirement for this role. On top of that, we genuinely enjoy working together in person. You’ll be surrounded by a supportive, high‑energy group, with great coffee, snacks, and a fun, collaborative office culture that makes the day‑to‑day work more rewarding. #J-18808-Ljbffr