[Hiring] Customer Success Associate @VendorPanel: a Unimarket company

Role Description

We are seeking a motivated Customer Success Associate to join our team. This is the entry point into our Customer Success function, ideal for someone who genuinely loves working with customers, is technologically savvy, and is motivated by delivering great outcomes for the people they support.

Your primary focus will be maintaining regular contact with our lower-touch customers, checking in on how they are using the platform and being their first port of call when something is not working. You will triage concerns as they come in and escalate anything complex or urgent to a Customer Success Manager or Team Lead, with clear context so nothing gets lost. This is a relationship and communication role, not a contract or paperwork role.

You will report to our Director, Customer Success ANZ, and join a small, close-knit CS team where you will get direct visibility and mentorship rather than getting lost in an org chart. This role suits someone who is proactive, technologically savvy, and comfortable juggling multiple customer conversations at once in a fast-moving, remote-first team.

• Maintain regular, proactive contact with a portfolio of lower-touch customers, checking in on their experience and usage of the platform
• Act as the first point of contact for customer queries and concerns, triaging issues and identifying the right internal owner
• Escalate complex, at-risk, or urgent issues to a Customer Success Manager or Team Lead promptly, with clear context
• Support onboarding: Check-ins post-implementation, and welcome sequences for new clients
• Maintain accurate account records and health data in our CRM (HubSpot)
• Help prepare materials for business reviews and track follow-up actions.

Qualifications

• Genuinely enjoys working with customers, and is motivated by delivering great outcomes for them
• Technologically savvy - quick to learn new tools and systems, and comfortable troubleshooting simple issues independently
• 0-2 years experience in a customer-facing, administrative, or support role (SaaS or software exposure desirable but not essential)
• Highly organised, with strong attention to detail
• A clear, confident communicator, comfortable liaising with clients and internal teams
• Comfortable working with CRM and reporting tools (HubSpot or similar)
• Able to work independently in a remote setting while staying closely connected to a distributed team.

Requirements

• Consistent, proactive contact maintained across your portfolio of lower-touch customers
• Customer queries and concerns triaged and, where needed, escalated within agreed response times
• Account records and health data kept accurate and up to date in HubSpot
• Positive feedback from the CSMs and clients you support

Benefits

• Fully remote role with flexibility and autonomy
• A one-off home office subsidy to help set you up in a productive working environment
• A clearly defined growth path - this role sits at the first level of our Customer Success ANZ Career and Growth Framework, with a track through to Customer Success Manager and beyond
• Enhanced parental leave policies
• Flexible holiday swaps plus an additional day off for your birthday
• Regular team events - monthly breakfasts, mid and end of year parties and volunteer days
• A supportive, innovative culture where your input is valued and your growth encouraged

Company Description

We welcome applications from people of all backgrounds and encourage candidates from marginalized communities to apply. If you need adjustments during the interview process, please let us know — we’ll do our best to support you. Please note: You must have the legal right to work in Australia. A police record check will be required as part of the process.