Head of Customer Success

SKUTOPIA is on a mission to democratise and decarbonise logistics.

SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers - eliminating inefficiencies inherent in traditional 3PL models, such as human error, high labour costs, and carbon-heavy processes.

Our advanced robotics and proprietary AI empower our customers to scale faster with high-speed, high-quality fulfilment at a fraction of the typical cost - while also driving both revenue and profit growth.

Founded in 2018 by Talea Bader and Emily Townsend, SKUTOPIA began as Sydney’s first eCommerce co-working space. After witnessing firsthand the logistics challenges faced by SMBs, the founders evolved the business into a tech-first fulfilment solution.

About the role:

This role will lead the Customer Success team in managing all client interactions from onboarding onward — with a strong focus on clients in the eCommerce and retail space. We're looking for someone who has lived and breathed eCommerce, understands the technical intricacies of fulfilment operations, and can creatively solve real-world business problems with a commercial mindset. This is a critical leadership role that combines strategic process improvement, hands-on execution, team leadership and customer advocacy to drive exceptional client outcomes and long-term retention. You’ll be at the heart of our client experience, partnering closely with operations, product, and tech to ensure our service evolves in line with the needs of fast-scaling eCommerce businesses.

Key Responsibilities:

• Own the performance of customer success, monitoring the quality and speed of responses to customer enquiries and identifying initiatives to course-correct as required.
• Lead, manage, and develop a high-performing Customer Success team that understands the unique needs of eCommerce clients.
• Lead the problem solving end-to-end for more complex customer escalations and issues, leveraging your experience in eCommerce operations.
• Act as the primary point of contact for high-value clients, fostering strong partnerships — ensuring we deliver both strategic value for them and operational excellence.
• Own and continually improve the onboarding process to ensure smooth client transitions from sales, set the right expectations, and proactively provide sufficient guidance.
• Analyse quantitative and qualitative data to identify potential churn risks as well as opportunities to increase retention and satisfaction. Facilitate cross-functional projects to sufficiently address and capitalise on them.
• Act as the voice of the customer, by gathering, analysing, and synthesising customer feedback into actionable insights, particularly for the tech team - translating operational pain points into technical product improvements.
• Identify and act on cross-sell and upsell opportunities, in collaboration with marketing and sales, based on real understanding of our clients’ commercial and operational goals.
• Partner with the leadership team, operations, tech, and growth teams in particular to design and implement SKUTOPIA’s customer success strategy.

We think you will need:

• Previous relevant experience (5+) in Customer Success, and business operations — with a strong preference for candidates who have worked hands-on in eCommerce, retail, fulfilment, SaaS, or logistics.

• A deep understanding of eCommerce client challenges, from order fulfilment and inventory management to delivery and returns.

• A proven track record of solving complex operational problems that span technical systems, supply chain constraints, and commercial relationships.

• A strong commercial mindset and comfort engaging in discussions that balance client success with business viability.

• Experience working cross-functionally with product, tech, and operations teams.

• Exceptional communication skills, including the ability to simplify complex issues for diverse audiences.

• High energy, bias to action, and a passion for delivering exceptional customer outcomes in a fast-moving startup environment.

What’s in It for You?

• Opportunity to work in a dynamic, purpose-driven company shaping the future of logistics.
• Competitive salary and benefits package.
• Career growth opportunities as a leadership role.
• A supportive and inclusive workplace that values innovation, collaboration, and personal development.
• Being a part of a company that deeply values our culture and our people.

When you join us, you’ll be an important pillar of a rapidly growing company. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We proudly welcome people from all diverse backgrounds. When you join SKUTOPIA, we want you to bring your whole self to work and we value your unique contribution.

What's next?

If you're keen to find out more, apply now with your resume and we'll be in touch soon to schedule an initial screening call where we will walk you through the recruitment process. Usually, we kick things off with a “getting to know you” interview, then we’ll ask you to tackle a take-home challenge or case study, and wrap it up with a final interview.

Still on the fence?

We know that statistically, some groups are less likely to apply for a role than others, depending on their perception of whether they meet some or all of the criteria. If you have most of the things we're looking for, we encourage you to apply!