Customer Success Manager

The short version

We’re looking for a Customer Success Manager to own a book of around 30 FMCG brands and grow it.

This isn’t a check-in-and-hope CSM role. You’ll be the person an FMCG leader calls when they have a launch, a range review or a budget to justify, and you’ll turn those moments into value for them and growth for us.

If you love the commercial side of customer relationships and want to learn how the world of FMCG works from the inside, this is the job. You’ll also run the rhythm that makes it work: a clear cadence for every account, actions out of every sync, and a CRM anyone could pick up tomorrow.

$110k to $130k base + super, commission on growing your book,

What Appetise does

Appetise helps people decide what to cook and buy. Almost 200k households across Australia and New Zealand plan their meals and do their supermarket shop through our app.

That gives us something no one else in FMCG has: a live view of what people actually cook, and the moment they decide what goes in the basket. Brands use it through two products:

• Shopper Media: outcome-based advertising that gets their products into the recipes people cook. Brands only pay when it drives a completed shop.

• Radish: our AI insights agent. Anything a brand needs to know about their shoppers, their category or a new idea, Radish can answer.

We work with everyone from founder-led brands to Fonterra, Inghams and SunRice.

Why this role exists now

We’re growing fast. We’re signing 10 to 15 new brands a month, we’re taking ANZ to $10M, and we open market 3 in 2027.

Most brands start with a pilot or a starting wallet. The real growth, for them and for us, comes from what happens next. A Shopper Media wallet that starts at $10k can grow to $100k when it performs. A brand on one product should be on both. One brand in a portfolio leads to the next.

That growth is driven by our CSMs. We need another one who can own a book, prove the value and grow it.

What you will own

Your book. Around 30 brands, a mix of founder-led businesses and brand managers at large FMCG companies. You own every part of the relationship once sales hands it over: kick-off, set-up, value delivery, renewal and growth.

The value story. Every customer is on at least one product. Your job is to make sure it’s working and that they can see it. Weekly performance updates, monthly syncs with a plan going in and actions coming out, and Radish work that answers the question behind their next decision: range review packs, NPD tests, category sizing.

Growth. Every time a brand tells you something about their world, like a launch, a range review, losing share to private label or a budget cut, you tie it back to Appetise and find the next move. That could be the other product, a bigger wallet, more product lines, more people in the account, a case study or a referral.

The standard. We’ve written down exactly what good looks like, so you’re never guessing. No account goes more than 7 days without hearing from you, or 30 days without a live conversation. The CRM is current every day. You can answer any question about any account you own, without notes.

Your first five weeks

You’ll go through our CSM bootcamp, built and run by our CEO and Head of Revenue.

• Week 1: the Appetise universe. Our story, our mission and a real shop through the app.

• Week 2: FMCG and all three products, deep enough to demo them without a script.

• Week 3: being a CSM. How we run every stage of a customer, from handover to renewal.

• Week 4: your book. You take over your accounts and book first meetings with every one.

• Week 5: you’re running your own book.

You’ll be scored along the way on FMCG quizzes, product walkthroughs and role plays built from real customers. If that sounds intense, it is. It’s also structured, scored and clear about what good looks like, which makes it the fastest way to get good at this.

What we are looking for

You give a shit. You care about the outcome, not just the task. Done means the customer got value, not that you ticked it off.

You think like an owner. Your book is your business. You don’t wait to be told what to look at. You spot the opportunity or the risk first and come with what you think we should do.

You’re obsessed with our customers and our product. You know what a brand is really trying to solve, and you can explain in one line why they should pay for Shopper Media or Radish. You use the app for your own shop and bring ideas to make it better.

You want to grow, and you value feedback. You want to be better in six months than you are today. You go looking for feedback, take it without getting defensive, and the next rep is visibly better. We test for this.

You communicate like a pro. Same-day replies. Every update to a customer or the team makes clear what’s needed and by when. You know when something needs a call, not an email.

You turn plans into results. Every sync ends with actions, owners and dates, and you chase each one to done.

No surprises. If an account is going sideways, we hear it from you early, with a plan.

You know we need to make money. You can connect your week to winning, keeping and growing customers. When an FMCG leader mentions a range review, your first thought is how it becomes a bigger contract.

You move fast and use AI every day. You ship a rough version and improve it, rather than polish in private.

FMCG experience is a real advantage but not a requirement. If you don’t have it, the bootcamp will get you there fast.

Where this goes

Year one, you prove you can own a book and grow it, and become someone our customers and team trust completely. You’ll be measured on [retention and revenue growth across your book].

The CS team is growing. Within 18 to 24 months, the person who proves they can do that is building toward a leadership role.

This role probably isn’t for you if

• You think customer success means friendly check-ins and waiting for them to come to you.

• You need detailed instructions before you can start.

• Feedback makes you defensive rather than better.

• You flag problems but don’t fix them.

• Your CRM is a graveyard of empty fields and good intentions.

• You’re “not really an AI person”.

How we hire

A short one-way video, a first interview, a task where you work through a real problem with the team, and a half day working alongside us as though it’s your first day. Then a final interview and references.

It’s more demanding than most processes. That’s deliberate. We would both rather find out in week two than month six.

The bar

If we went on holiday for a month, we’d come back to every account touched, every monthly sync logged, at least one account expanded, and a case study and referral on the way. And at least one thing we didn’t expect: an insight you found or a problem you solved before anyone knew it existed.

If that sounds like you, we should talk.