Customer Success Manager

Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We are entering an exciting hyper-growth phase, expanding the business by over $1M in new revenue every month, have 4 products in market, entering and hiring in new global regions, raised $30M+ by top VC’s across three funding rounds, and we want you to be a critical part of scaling up this velocity even further!

We are looking for a highly ambitious and customer-obsessed Customer Success Manager to join our team. In this role, you will be a strategic growth partner to eCommerce brands, ensuring they unlock revenue, increase retention, and maximize their investment using our technology. This isn’t just a support role - it’s a revenue-driving, strategic customer partnership role.

• Own the onboarding process - getting customers live quickly and efficiently
• Ensure a seamless handover from Sales, setting clear expectations for both customers and internal teams
• Build consultative relationships with customers, ensuring they continuously see value in Instant
• Conduct regular check-ins and strategic business reviews, using data to highlight wins and opportunities
• Bring best practices and digital marketing guidance to customers to drive higher ROI
• Identify opportunities for additional product adoption and drive account growth
• Educate customers on new features, ensuring they maximize the full potential of Instant
• Use data-backed storytelling to drive pricing and expansion conversations
• Partner with Sales to support upsell and cross-sell initiatives, reinforcing the measurable impact of Instant
• Maintain impeccable CRM hygiene, ensuring customer health and engagement are always up-to-date
• Be the voice of the customer - analyze pain points, showcase success stories, and use data to drive decision-making across the business

• Experience in Customer Success, Account Management, or a similar customer-facing role
• Strong analytical and problem-solving skills, with the ability to leverage data to drive customer decisions
• Proven ability to drive product adoption and revenue expansion
• Excellent communication and relationship-building skills
• Thrives in a fast-paced, high-growth environment
• Passionate about customer success and maximizing customer value

• Rapid activation – Customers onboard and see value within weeks, not months
• High retention & satisfaction – Measured through logo & revenue retention, CSAT, and NPS
• Revenue expansion – Customers adopt more features and grow their investment in Instant
• Data-driven impact – Customers clearly understand the ROI of Instant and see quantifiable business improvements
• Customer obsession – You understand our customers and product deeply, driving a customer-first culture across the business

• Week 1: Shadow experienced CSMs to understand customer workflows and best practices
• Week 2: Own your first activation, guiding a customer from onboarding to full launch
• By Day 30: Successfully drive at least 10 customers live while building relationships and identifying expansion opportunities

• Competitive Salary + OTE - We commit to paying globally competitive salaries to our incredible team
• Equity in the company - Nobody is a renter. Everyone is an owner, having equity in the company so we can all benefit from our hard work and future success
• Company Offsite - We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead
• Leave per year - 20 days of PTO, 11 Federal Holidays and Instant also ensures the end of year shutdown (across Christmas and New Year) is a fully paid break
• Health Insurance - 100% covered by Instant
• A-Player Team - A-players want to work with A-players, and hence we take our team and talent very seriously. We work hard, stay focused on the things that matter, and celebrate the wins
• Company Socials - We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team! Previously we have done Axe Throwing, Bowling and even Surfing together… just to name a few
• Tools - You’ll receive all new equipment including a Mac Book Pro, monitor, and accessories
• Flexible Home vs Office - Instant prioritises the value, creativity and energy of being together in person, based in our newly opened offices in Sydney or New York.