Customer Success Manager

EQL

Customer Success Manager managing APAC retailer accounts for EQL. Focusing on relationship management, successful launches, and account growth in the ecommerce space.

Posted 6/16/2026full-timeMelbourne • 🇦🇺 AustraliaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own a book of APAC retailer accounts.
Day-to-day relationship management for ~15–20 accounts in your initial book, with the expectation of growing into more strategic accounts over time.
Be the named CSM, the trusted point of contact, and the person retailers think of when they think of EQL.
Make launches go smoothly.
Partner with retailers on launch prep, run-of-show, troubleshooting, and post-launch retros.
Protect and grow the book.
Build quarterly success plans, monitor account health, and identify expansion opportunities — new categories, new markets, increased launch volume, new launch mechanics.
Onboard new APAC retailers.
Guide new partners through activation, from contract signature to their first successful launch.
Be the voice of the retailer.
Translate feedback from your accounts into product and engineering priorities through our established cross-functional cadences.
Contribute to how the team operates.

Requirements

What you’ll need

Demonstrated experience in a Customer facing role — CSM, strategic account management, or similar — ideally at a SaaS, fintech, e-commerce, marketplace, or platform business.
Demonstrated ability to manage a portfolio of accounts with varying complexity, cadence, and stakeholder profiles.
Strong written and verbal communication.
Comfortable on calls with retail executives and operators, running retros, and following through async on Slack and email.
Genuine curiosity about how the platform works. You don't need to be a technical expert, but you need to want to understand the product — the launches you'll run are technical in nature and the best CSMs here can hold their own in product conversations.
Comfort operating with autonomy and the ability to prioritise effectively.
An ability to keep calm under pressure.

Benefits

Comp & perks

We provide equity in EQL - we want our team to have skin in the game and to be as invested as we are in EQL’s success
We provide competitive compensation and evaluate the market to ensure that remains true
We provide a flexible work environment because we understand that everyone works differently and want to support our team to be their best
We provide generous time off above and beyond what we are required to because we know that well-rested people make better decisions and are more engaged - when you thrive we thrive
When you want to collaborate in person with other humans, we have a workplace that welcomes the whole team including their furry friends.
At EQL, diversity, equity, and inclusion are core to how we operate and grow. We’re committed to building a workforce that values and supports every individual. We believe equality strengthens our culture and drives accountability in championing diverse voices.

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Soft Skills

relationship managementcommunicationautonomyprioritizationcalm under pressurecuriositytroubleshootingaccount health monitoringsuccess planningstakeholder management