Senior Customer Success Manager (Melbourne-based)

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.

Role Overview / Purpose:

This role will lead the overall implementation of onboarding our most important clients (merchants) - owning all aspects from project management to account management. 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 role that combines project management, hands-on execution, strategic process improvement, 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:

• Lead the onboarding of our larger merchants, including facilitating the cross-functional project management of our sales, operations, product, and other teams to set up both the client and our internal teams for success.
• Continually improve the onboarding process to ensure smooth client transitions from sales, set the right expectations, and proactively provide sufficient guidance.
• 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.
• Facilitate the problem solving for more complex customer escalations, by being the on-site liaison between our warehouse operations team and remote customer support team
• Analyse data to proactively monitor performance and identify any operational or commercial risks.
• Act as the voice of the customer, collecting feedback, analysing data, and synthesising them into actionable insights for the tech and operations team.

We think you will need:

• Previous relevant professional experience (5+ years) in Customer Success, Project Management, Technical Account Management, Implementation/Delivery Management, or other business customer-facing roles - with a strong preference for candidates who have worked hands-on in eCommerce, retail, operations, or logistics.
• Exceptional communication skills, both written and oral, and confidence working with diverse stakeholders
• 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.

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!