Lead Customer Success Manager in Melbourne

We are a full-service digital marketing agency that is growing FAST! For the last three years, we've been ranked as the fastest-growing digital agency and the 17th fastest growing company in the country by The Australian Financial Review. We're a world-class herd of digital strategists, direct response marketers, designers, growth hackers and developers, banded together to help our clients reach their growth goals.

Our Digital Growth Strategists are the people our clients call when it matters. They're sharp, they're hungry, and they carry a lot on their shoulders. What they need is someone in their corner every single day. Someone who's been in the trenches. Who's had the hard client conversation and come out the other side with the account intact. Who can look at a struggling campaign and know whether it's a strategy problem, a delivery problem, or a client-expectation problem - and knows exactly who to call for each one.

You'll sit between the Head of Digital Growth Strategy and the DGS team as their first point of contact, coach, and cover. Process questions, contract queries, billing curveballs, cranky clients at 4:55pm on a Friday - they come to you, and you have the authority to actually solve them. This is not a message-relay job. It's a decision-making job. If your instinct is to forward the problem, this isn't for you. If your instinct is to establish the facts, form a view and drive it to resolution, keep reading.

Do it well and three things happen: the team is genuinely well led, our clients get the follow-through they were promised, and our Head of DGS gets to work ON the business instead of IN it. And as the role and the team mature, there's real room for this to grow into something much bigger.

What You'll Do

• Lead the Digital Growth Strategist team day to day - regular one-on-ones, clear performance and communication standards, and feedback that actually lands.
• Be the first port of call on process, contractual (Terms of Service, Performance Guarantees) and billing questions - resolving what you can and escalating only the genuinely novel or high-risk.
• Own client escalations end to end: run the internal retention discussion, jump on the client call, coordinate the fix, and monitor the NPS feedback that follows.
• Host the team's retention meetings - review and approve retention plans, and make sure the next steps are documented and actually happen.
• Spot the patterns behind escalations, churn risk and team issues, and work with the Head of DGS to fix root causes instead of the same fire twice a month.
• Support strategists to diagnose campaign performance issues, pulling in SEO, Paid Search, Paid Social and CRO as needed.
• Run the team's rhythm - campaign reviews, cross-department updates, the lot.
• Own team capacity and workload allocation, flagging resourcing risk early rather than when it's already on fire.
• Onboard and train new Digital Growth Strategists, and build the team's capability to handle routine issues without you.
• Hunt down upsell opportunities in the existing client base and help strategists turn strong performance into expanded scope.
• Keep our processes and documentation sharp enough to survive staff changeover.
• Work across departments to unblock anything getting in the way of the client experience.

What You'll Be Measured On

• Team Performance: Strategists who are supported, held to standard, and getting better month on month.
• Client Retention: Fewer avoidable cancellations, and retention plans that get executed.
• Escalation Health: Issues resolved at your level, not bounced up - and recurring issues that stop recurring.
• Client Sentiment: NPS and client feedback moving in the right direction.
• Revenue Growth: Upsell opportunities identified and converted within the existing base.

Requirements

• Team Leadership: Proven experience leading a client-facing team in a digital marketing, agency or professional services environment.
• Marketing Fluency: Strong working knowledge across SEO, Paid Search, Paid Social and CRO - enough to hold your own with specialists, strategists and clients.
• Performance Management: You address issues early, give clear feedback, and follow through on agreed actions.
• Stakeholder Muscle: A track record of getting outcomes out of people who don't report to you.
• Judgement: You know the difference between what you should handle and what genuinely needs escalating - and you get it right most of the time.
• Problem-Solving: You investigate, establish the facts and bring a recommendation.
• Conflict Resolution: Calm, credible and clear when a client is unhappy.
• Organisation: Recurring processes run reliably because you run them reliably.

Here's What To Do Next...

Please take the time to write a Cover Letter that tells us about YOU. Not some wishy-washy cover letter like... "I'm a 34-year-old people-person who is passionate about client relationships and thrives in fast-paced environments"... No. I want the details. The juice. The nitty-gritty. Tell me about the hardest client you ever saved. Or the one you lost, and what you'd do differently. Tell me specifically why you think you would be the perfect fit for this role. If you can't take the time to do this, please don't waste our time or yours by applying.

Benefits

• Generous salary - we want Australia's best talent and reward as such.
• Extensive training and full support - we take training very seriously and will provide you with the industry's very best training.
• Amazing growth prospects and upward mobility in our fast-paced agency.
• INSANE events - You name it and we've probably done it.
• Company trips away - such as glamping, Bali & Thailand.
• Birthday leave - because you deserve it.
• Two days work from home - because sometimes you just want to wear your comfy pants and slippers.
• Jaw-dropping headquarters in South Yarra (just off Chapel St.) is close to cafes and public transport.