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. About Appetise Appetise connects FMCG brands with consumers through recipes. Our consumer app helps 125,000+ people across Australia and New Zealand 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 while they are still planning meals. We work with 80+ brands, from founders launching their first product to brand managers at Kraft Heinz and Mars. We are signing around 15 new customers a month. We need someone to own a book of those accounts and grow it. 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 role You will own 40-50 accounts end to end, from the moment they are handed over through onboarding, activation, value delivery, expansion and renewal. Average deal size sits at $10-20k. Some are single-brand pilots, some are portfolios with $50-100k+ potential. Your job is to make them bigger. The work has a rhythm to it, and the rhythm is the job: Weekly: an email to every account. Dashboard check across the book. Recipe placements reviewed and adjusted. Monthly: a sync with each account, with a plan going in and a debrief coming out. Promotions tuned. Insights pulled and turned into something a brand manager can take to their boss. Quarterly: the bigger conversation. Where the account is heading, what the next tier of investment looks like, what the data says they should do differently. Roughly 80% of your time is customer-facing or customer-adjacent. The remaining 20% is the internal machinery: CRM updates, call prep, working with the recipe team on placements, and pushing product feedback through to the product team until something happens. This is a people-heavy role. You will be on calls and in front of brand managers most days, so you need to be someone who gets energy from that rather than someone who recovers from it. Where you will sit You’ll be in our Sydney office with the other two CSMs, and the rest of the go to market team. Australia is around 70% of our growth, so Sydney is where most of the commercial conversation happens. It is a high energy room. People work their accounts out loud, problems get solved by turning around in your chair, and a good week is obvious to everyone in it. If you do your best thinking with other people around, you will like it here. What we are looking for You finish things. You have owned a book of accounts and you have never been the reason something slipped. Every commitment lands, every field is current, every loop closes. You are not precious about it, it is just how you work. You sweat the small stuff. The detail in the deck nobody asked for. The number that looks slightly off. The follow-up nobody would have chased. You notice, and you deal with it. You are a glass half full person. When a campaign underperforms or an account goes quiet, your instinct is to find the next move. Customers feel the difference, and so does the team. You think commercially. When a customer mentions a range review, you are already thinking about what it could become. Revenue is a natural lens for you, not one you were trained into. You are comfortable with data. You can read a dashboard, work out what matters, and turn it into a story a brand manager actually cares about. You do not wait to be told what to look at. Experience at an FMCG data or insights business . Quantium, Kantar, NielsenIQ, Circana, Mintel or similar, especially in a client-facing role. You would arrive already knowing how a category manager thinks. Bonus points Broader FMCG or CPG experience. Helpful, and learnable in a couple of months if you do not have it. You already use AI tools daily to work faster and think sharper. We all do here, and we will help you get there if you are not. Notion, HubSpot, or similar. Never the blocker. What you would own in your first year By month three you know your book, you have run the full cadence with every account, and you have found at least one expansion conversation nobody handed you. By month six the numbers are moving because you are actively optimising rather than waiting on results. By month twelve you have a case study, a referral, and a set of accounts in better shape than when you inherited them. If we went on holiday for a month, we would come back to a book that had not skipped a beat. That is the whole role, and around here it is the contribution we notice most. Compensation and growth Base: $110-130k depending on experience Variable: commission tied to the growth of your book Equity: ESOP participation Path: we have two CSMs today and will need four or five. The person who proves they can own a book and grow it is on track to lead a function. That is a real opportunity on a short timeline, not a line in a job ad. Probably not for you if You think customer success means friendly check-ins and hoping for the best Your first response to a setback is a reason it was never going to work You would rather send the email than make the call You flag problems but leave them for someone else 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 to get to know each other and dig into the role. Task. A practical exercise that mirrors the actual work. 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 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. Appetise is an equal opportunity employer. We welcome applications from everyone regardless of background, identity, or experience level. If you need any accommodations during the application process, let us know. 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.