Customer Success Manager

Customer Success Manager Shape which products end up in the recipes people cook every week. Own 40-50 FMCG accounts, grow them, get paid for it. $110-130k + commission. Sydney. Appetise builds the infrastructure that connects FMCG brands with consumers through recipes. Our consumer app helps people decide what to cook and buy. Our B2B products (Shopper Media and Radish) let brands get their products into high-traffic recipes, run targeted promotions, and reach shoppers at the moment they're planning meals. We work with everyone from SMB founders launching their first product to brand managers at major CPG companies running multi-brand portfolios. We're growing fast, signing ~15 new customers a month, and we need someone who can own a book of business and make it grow. We closed a $7M Series A in February 2026, led by Icehouse Ventures. Australia is our fastest-growing market and where most of the action is. The Role This is not a traditional SaaS CSM role. It’s closer to an account manager at a media agency. You’re not here to maintain relationships and send check-in emails. You’re here to actively work accounts: getting products into high-traffic recipes, monitoring performance dashboards every few days, pulling category insights, building the story that drives renewal and expansion. What your days actually look like: 80% of your time is customer-facing or customer-adjacent. Weekly emails to your accounts. Monthly syncs with a plan and a debrief. Recipe optimisation. Pulling insights from dashboards. Adjusting promotions. Building the narrative that shows your customers their investment is working and why they should spend more. 20% is internal. CRM updates (every field, every time, no exceptions). Slack updates. Call prep. Debriefing with the team. Working with the recipe team to improve placements. Feeding product feedback back to the product team and actually chasing it. Your book: 40-50 accounts. Mix of SMB founders through to mid-market FMCG brand managers. Average deal size $10-20k, but your job is to grow them. Some are single-brand pilots. Others are multi-brand portfolios with $50-100k+ potential. You own every aspect of the customer relationship from the moment they’re handed over: onboarding, activation, value delivery, expansion, renewal. You’re measured on whether accounts grow, not whether customers like you. What We Need From You Non-negotiable: Detail orientation that’s innate. CRM hygiene, follow-through on every commitment, nothing falls through the cracks. This is not coachable. You either operate this way or you don’t. Commercial instinct. When a customer mentions a range review, your first thought is “how does this become a bigger contract.” You think about revenue naturally, not because someone told you to. Data comfort. You can read a dashboard, spot what matters, and turn numbers into a story a brand manager actually cares about. You don’t wait to be told what to look at. AI native. You’re already using AI tools daily to move faster, write better, and think sharper. This isn’t a nice-to-have. If you’re still on the fence about AI, this isn’t the role. We're looking for candidates who hold full, unrestricted working rights in Australia Nice-to-have: FMCG or CPG experience. Accelerates everything but learnable in 2-3 months. Experience with Notion, HubSpot, or similar tools. Helpful but never the blocker. Compensation and Growth Base: $110-130k AUD depending on experience Variable: Commission tied to growing your book of business. You’re directly rewarded for the revenue you drive. Equity: ESOP participation, so you have a real stake in what you help build Path: We have 2 CSMs today and will need 4-5 soon. The person who proves they can own a book and grow it is building toward leadership within 18 months. This is not a promise made lightly. The opportunity is real and the timeline is short. This Role Isn’t For You If... You think “customer success” means sending friendly check-ins and hoping for the best You need detailed instructions before you can start working Your CRM is a graveyard of empty fields and good intentions You flag problems but don’t fix them You’re “not really an AI person” You treat your job description as the boundary of your responsibility You want a role where you can coast at 80% and nobody notices You’ve never voluntarily spotted an opportunity to expand an account You need someone to tell you when to check your numbers What You’d Do If You Were Great If we hired you and went on holiday for a month, we’d come back to find: every CRM field current, every weekly email sent, every monthly sync run with a plan and a debrief logged, at least one account expanded or in active expansion conversation, a case study drafted, a referral intro made, product feedback logged and chased, and numbers improving because you were actively optimising, not waiting for results to happen. And at least one thing we didn’t expect. An insight you spotted. An opportunity you created. A problem you solved before anyone knew it existed. The book would be in better shape than when we left. Why Appetise You’d be joining a team of around 18 across Sydney and Christchurch at the point where the commercial side is scaling, and the people who own accounts now are the people who shape how we do it. It’s fast, collaborative, and low-ego, with a team that genuinely cares about each other and the product. What we offer: Hybrid working from our Surry Hills office, with Monday, Tuesday, and Thursday as anchor days Learning and development you’ll actually use. Tell us what you want to learn and we’ll back you. Our default answer is yes Monday Lunch on us, Treat Tuesdays, and quarterly team days in person ESOP participation, so you have a real stake in what you help build The Hiring Process We move fast and we keep you in the loop at every step. Here’s what to expect: One-way video review. A few short questions you record in your own time. Toby (our CEO) reviews these. First interview. A conversation with Toby and Vanessa (Head of P&C) to get to know each other and dig into the role. Task. A practical exercise that mirrors the actual work, reviewed by Toby and two of our CSMs, Aaron and Matt. Work trial. Up to a full day onsite in the office working with our team, solving a real problem. We’ll pay you for your time. Final interview. A wrap-up with Toby and Vanessa to land the details and answer anything still open. How to Apply If you’ve read this far and thought “that’s me,” we want to hear from you. Apply now. We move fast: you’ll hear back the same day, and we won’t leave you guessing where you stand. If you’ve read this far and thought “that sounds like a lot,” it is. That’s the point. Appetise is an equal opportunity employer. We welcome applications from everyone, regardless of background, identity, or experience level. If you need any adjustments during the application process, let us know and we’ll sort it. Department Customer Success Locations Sydney Remote status Hybrid About Appetise We're building the future of grocery shopping. What started in 2021 as MenuAid, a husband-and-wife idea out of Christchurch, is now Appetise: a free meal planning and smart shopping app used by 125,000+ households across NZ and Australia, and a behavioural insights platform trusted by 80+ FMCG brands. The bet is simple. Millions of shoppers choosing Appetise as their grocery channel IS the business. Everything else, our Shopper Media product and Appetise Intelligence, monetises that. In a world where everything can be replicated by AI, your audience can't. We closed a $7M Series A in early 2026 (oversubscribed, and on the cover of Forbes), and we're scaling fast. Australia now drives around 70% of our growth, and the US is next. The team is around 18 people across Christchurch and Sydney. We're low-ego, high-care, and biased toward action. We treat people as capable adults, communicate with radical candour, and trust that when people understand the "why", they make better decisions. We win or we learn, we don't hide from hard problems, and we genuinely like working together. If that sounds like your kind of place, we'd love to meet you. Founded in 2021 Co-workers 18