Client Success Representative – ACTIVE

Job Application Code: 003790AO (add this to the application form)

Shift: Full Time, Monday to Friday. Flexible start time, with the shift extending to around 6-7pm Brisbane time to stretch client support coverage (includes 1 hour unpaid lunch and break).

Role Overview:

Andrew leads a software development agency that builds custom software, mobile apps and web applications for businesses across Australia and New Zealand, with 120+ products delivered and counting. He is looking for a Client Success Representative to own client relationships end to end: the one consistent voice every client hears from, the person who makes sure they always know what’s happening and always feel heard.

This is not a delivery or technical role. You won’t write tickets or make technical calls, that stays with the Project Coordinator, developers and the internal AI ticket system. Your job is relationships and growth: translating technical work into plain language, spotting opportunities before clients ask, and owning the upsell and retention numbers that come with that.

Primary Mission

Be the daily, single point of contact across every client Slack channel, inbox and support queue, so nothing sits unanswered overnight, while proactively growing each account through upsells, renewals and new ideation.

Key Responsibilities

• Be the daily, single point of contact across every client Slack channel, inbox and support queue, nothing sits unanswered overnight.
• Run fortnightly check-ins and weekly Slack updates so clients always have full visibility on their project.
• Turn technical tickets and sprint reports into clear, client-ready updates and narratives.
• Proactively pitch new ideas, upsells and Autopilot conversations, owning a real revenue number.
• Flag relationship or timeline risk early, and help keep every account healthy and renewing.
• Send an internal weekly sales and opportunity report to Leadership.

Required Skills

• 2+ years in a client-facing role: software agency, professional services, account management or customer success.
• Comfortable reading a ticket or UI/UX design well enough to explain it in plain English.
• Confident owning a revenue number, not just relationship warmth.
• Excellent written and verbal communication, this job runs on Slack, meetings and reports.
• Able to juggle several concurrent client relationships without losing context.

Nice to have:

• Experience in a software development agency or client-services environment.
• A background in UX, product or a technical discipline.
• A track record of growing accounts: upsells, renewals or expansion revenue.
• Familiarity with Jira and Forecast, even read-only.

Who This Role Suits

• Genuinely enjoys people and relationships, not just process.
• Comfortable translating technical detail into plain, client-friendly language.
• Commercially minded, sees and pitches opportunities rather than waiting to be asked.
• Organised enough to run several accounts at once without dropping anything.
• Proactive communicator who keeps clients feeling informed and heard.

What Success Looks Like

• First 30 days: shadow handover conversations for every account being transitioned, meet every active client individually and set expectations for cadence and communication, build read-only fluency in Jira and Forecast, start clearing Slack channels, inboxes and support queues daily under light supervision, and sit in on at least one sprint review per active account alongside a developer.
• Days 31 to 60: become the sole, clearly communicated point of contact on every active account, take over weekly client reporting fully, hit the fortnightly check-in and weekly Slack touchpoint standard with zero exceptions, begin surfacing the first proactive ideas or scope questions per account, and start the internal weekly sales and opportunity report to Leadership.
• Days 61 to 90: have at least one proactive upsell or ideation conversation moving per active account every week, open at least one Autopilot conversation on a stabilised, post-launch project, collect the first client review or testimonial off the back of a strong sprint or milestone, and keep client reporting consistently on time across every account.