Customer Success Manager (Gen AI Workflows)

Established in 2004, OLIVER is the world’s first and only specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40+ countries and counting. Our unique model drives creativity and efficiency, allowing us to deliver tailored solutions that resonate deeply with audiences. 

As a part of The Brandtech Group, we're at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision-making, empowering our teams to produce innovative and impactful results. 

Role:  Customer Success Manager (Gen AI Workflows)

Location:  Sydney, Australia

 

About the role: 

You are here to operationalise Generative AI for enterprise marketing teams. This is not a support ticket role. Your job is to codify, embed, and scale AI workflows using our flagship products: Pencil Pro (Gen AI creative generation) and Share of Model (LLM brand perception & visibility). 

You will move clients from ad-hoc experimentation to industrial-scale adoption, proving that Gen AI builds brands better, faster, and cheaper. 

The Products:

• Pencil Pro: The enterprise-grade Gen AI platform. You will help clients generate on-brand ad creatives, video, and copy at scale, navigating "no-train" clauses, brand safety, and prediction models. 

• Share of Model (SoM): The new SEO. You will guide clients on how to measure and optimise their brand’s visibility and sentiment across major LLMs (ChatGPT, Gemini, Claude), turning "share of search" into "share of model." 

 

What you will be doing: 

Codify (Workflow Design):

• Architect Gen AI Playbooks: Translate loose client objectives into rigid, repeatable workflows within Pencil Pro. Define exactly how a marketing brief becomes a finished asset using our AI agents. 

• Insight-to-Action Loops: Operationalise Share of Model data. Don’t just report on LLM sentiment; build workflows where SoM insights directly trigger new creative generation in Pencil. 

• Governance & Safety: establish the "rules of the road" for client teams, ensuring they leverage enterprise features (data ring-fencing, role-based access) to innovate without risk.

Embed (Adoption & Change Management):

• Drive Usage, Not Just Logins: embed Pencil Pro into the daily "muscle memory" of creative and media teams. Move them from legacy manual production to AI-assisted creation. 

• Strategic QA: Act as the strategic layer between the client and the platform. Regularly audit client outputs (ads, copy) to ensure the AI is being prompted effectively to hit brand guidelines. 

• Stakeholder alignment: Map the client organisation. Secure buy-in from CMOs down to performance marketers. 

 Scale (Growth & ROI):

• Prove Value: Deliver ruthless ROI analysis. Show clearly how Gen AI has reduced CPA (Cost Per Action) or slashed production time/costs compared to their old agency model. 

• Expansion: Identify opportunities to roll out workflows from a single pilot brand to the client’s entire portfolio (Global/Regional expansion). 

• Product Loop: Aggressively feed Australian market feedback to our product engineering teams to shape the roadmap of Pencil and SoM. 

 

What you need to be great in this role: 

Professional Experience (The Foundation):

• 3-5 Years in High-Growth SaaS or AdTech: You have managed enterprise accounts at a top-tier SaaS company, a performance marketing agency, or a digital transformation consultancy. 

• The "Hybrid" Background: Ideally, you have straddled the line between technology and creative. You understand how a marketing brief is written (Agency side) and how software is deployed (SaaS side). 

• Proven Retention & Expansion: You don't just "keep" clients; you grow them. You can point to specific examples where you identified an upsell opportunity through usage data and successfully expanded the account. 

Technical & Product Aptitude (The "Gen AI" Factor):

• Workflow Architect: You have a track record of deconstructing messy human processes and rebuilding them into software-defined workflows. You can look at a creative production line and instantly spot where AI agents should be injected. 

• Prompt Literacy: You possess a sophisticated understanding of how to prompt Large Language Models (LLMs) and diffusion models. You understand the nuance between a "bad output" and a "bad prompt" and can coach clients to fix the latter. 

• Data-Driven Storytelling: You are comfortable working with unstructured data. You can take "Share of Model" analytics (share of voice, sentiment analysis) and weave them into a coherent strategy that convinces a CMO to shift their budget.

Commercial & Strategic Mastery (The "Trusted Advisor"):

• Challenger Mentality: You are not a "yes" person. You are comfortable challenging a client's outdated thinking. When a client tries to use Pencil Pro like a traditional stock image library, you have the confidence to correct them and steer them toward scalable generation. 

• Executive Presence: You can hold the room with a CMO one hour and a Creative Director the next. You translate "tokens and context windows" into "speed-to-market and cost-savings" without friction. 

• Change Management Expert: You understand that Gen AI is a cultural shock. You have experience navigating organizational resistance, training skeptical teams, and turning detractors into champions. 

BehavioralDNA (The "No-Nonsense" Traits):

• Radical Ownership: You treat your book of business like your own franchise. You don’t wait for Product or Engineering to solve every problem; you find workarounds and solutions to keep the client moving. 

• High "Figure-It-Out" Quotient: We are building the plane while flying it. You must thrive in ambiguity and be able to create playbooks where none existed before. 

• Relentless Curiosity: You are the person who reads AI research papers or tests new models on the weekend—not because you have to, but because you are genuinely obsessed with where this industry is going. 

Req ID: 16241

#LI-DB1 #LI-Hybrid

Our values shape everything we do: 

Be Ambitious to succeed   

Be Imaginative to push the boundaries of what’s possible   

Be Inspirational to do groundbreaking work   

Be always learning and listening to understand   

Be Results-focused  to exceed expectations   

Be actively pro-inclusive and anti-racist across our community, clients and creations   

OLIVER, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws.    

 OLIVER has set ambitious environmental goals around sustainability, with science-based emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle.