Client Success Manager

About the role:

We are looking for a proactive and organised Customer Success & Operations Specialist to manage customer relationships, support sales growth, and assist with daily operational processes. The ideal candidate is customer-focused, commercially minded, and comfortable working independently with minimal supervision. The role is aligned with Australian/Sydney business hours.

Key responsibilities

• Manage customer communication via phone, email, and SMS
• Respond to customer enquiries and follow up on outstanding issues
• Monitor customer activity and proactively re-engage inactive or declining accounts
• Identify cross-selling, upselling, and new sales opportunities
• Research and qualify potential customers and sales leads
• Maintain customer records, sales pipelines, and follow-ups
• Review orders and prepare delivery runs, invoices, and courier bookings
• Follow up on delivery issues and outstanding invoices
• Provide regular updates on customer activity, sales opportunities, and operational issues
• Identify opportunities to improve processes and efficiency

About you:

• Experience in customer service, customer success, account management, sales support, or operations
• Excellent spoken and written English
• Confident communicating with customers over the phone
• Strong organisational skills and attention to detail
• Highly proactive, self-motivated, and accountable
• Able to manage multiple priorities and work independently
• Commercially minded with a strong focus on customer retention and sales opportunities
• Good problem-solving and decision-making skills
• Comfortable learning new systems and working remotely
• Experience in FMCG, foodservice, hospitality, e-commerce, logistics, or similar industries is an advantage