Customer Success Manager at Jumbo Interactive

Milton, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

19 Apr, 26

Salary

120000.0

Posted On

19 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, SaaS Service Delivery, Relationship Building, Problem Solving, Interpersonal Skills, Technical Literacy, Cross-Functional Collaboration

Industry

Software Development

Description

Over 30 years, we've grown from humble beginnings (founded 1995) to a global digital lottery technology leader (ASX: JIN), operating in Australia, the UK, Canada and the USA. We partner with thousands of good causes worldwide, helping raise over $290M in FY25 alone. Innovation is at the heart of everything we do. We develop cutting-edge solutions empowering our lottery and not-for-profit partners to raise funds for their vital causes. We believe in fostering an environment where talented people can innovate, grow, and have fun. What will you be doing? You'll own the end-to-end relationship for a portfolio of our high-value enterprise and managed services lottery partners and become a trusted advisor to leading Australian charities. You'll guide partners through onboarding, adoption, and ongoing optimisation of the Jumbo platform and its ecosystem of tools. You'll help them set goals and get maximum value from our solutions. You'll proactively manage account health, translate partner needs for product and engineering teams, and resolve complex or challenging situations to achieve positive, long-term outcomes. What Your Day-to-Day Will Look Like Own a portfolio of 4–5 enterprise and managed services partners, building deep, long-term relationships. Lead regular client meetings, including Success Planning Sessions and Quarterly Business Reviews (QBRs), with agendas, updates, and roadmap engagement. Respond to partner queries and support tickets with timely, clear communication; create and maintain documentation (changelogs, knowledge base articles, release notes). Monitor partner performance and health metrics, reporting insights and risks to the Head of Customer Success; proactively identify opportunities to improve satisfaction and address detractors. Translate partner needs into clear requirements for Product, Engineering, and other teams; raise and manage feature requests to influence the product roadmap. Collaborate cross-functionally with another Customer Success Manager (CSM), Operations Support Officer (OSO), product, engineering, finance, and support teams to coordinate onboarding, training, issue triage, escalations, and seamless partner experience. Continually build your understanding of the Jumbo platform and the wider lottery and marketing tech ecosystem to act as a trusted advisor to your partners. What Success Looks Like in Your First 12 Months Within 3 months, you have built strong relationships with key stakeholders at each partner, understood their fundraising goals and regulatory context, and established documented Success Plans that outline objectives, health metrics, and agreed ways of working. Within 6 months, you are confidently leading regular QBRs and check-ins for your portfolio, with clear follow-up actions, visible progress against Success Plans, and strong engagement with our roadmap and new feature releases. Within 12 months, your partners see you as a trusted advisor, reflected in positive feedback, strong renewal and expansion indicators, and measurable improvements in platform adoption and fundraising performance across your portfolio. What You’ll Be Able to Bring to the Role Proven experience in Customer Success, account management, or SaaS service delivery, managing a portfolio of accounts end-to-end. Experience in regulated or high-compliance environments is ideal. Demonstrated ability to independently own and nurture 4–5+ long-term customer relationships, ideally including key or enterprise accounts. Comfortable working in a high-touch, low-scale environment where you dive deep into each customer's journey and outcomes. Track record of turning detractors or challenging customer situations into positive outcomes. Strong problem-solving and interpersonal skills, with resilience and empathy to manage setbacks, understand partner perspectives, and build genuine trust. Strong relationship-building and communication skills, with confidence to run client meetings and manage expectations. A collaborative, proactive style that shares your experience while aligning with the established customer success strategy. Experience working cross-functionally with product, engineering, and other internal stakeholders. Able to translate customer feedback into backlog items or roadmap requests. Strong technical literacy, with the ability to understand and advise on APIs, data workflows, reporting frameworks, systems architecture, and complex SaaS products. Salary Banding: $110,000 – $120,000 + Super Our Ways of Working At Jumbo, we value balance and flexibility. Based in Brisbane and working out of our Head Office, our hybrid working model combines in-office collaboration (three days per week) with WFH work (two days per week). We also offer flexible working hours, with core collaboration times from 10 AM to 2 PM, allowing you to design a schedule that suits your life. Why Join Jumbo? Find Your Freedom - https://bit.ly/Jumbointeractive At Jumbo, our team thrives because we invest in our people. Here’s what you can expect from us; A short-term incentive program that rewards your contributions, dependent on company performance. Access to our Employee Assistance Program, providing counselling and coaching. Award-winning talent management programs for career growth and skill-building. On-site chefs (Brisbane) offering fresh, gourmet lunches daily and breakfast twice a week. The freedom to work from almost anywhere in the world for up to 120 days a year. A social culture, with activities like lunchtime chess, corporate games, soccer, Friday socials, and events celebrating diversity and inclusion. Generous parental leave: 14 weeks of paid leave for primary carers and 4 weeks for partners. Candidates who are offered a position will be required to complete pre-employment checks through our partner, Checkmate. We are a 2026 Circle Back Initiative Gold Employer – we commit to respond to every applicant.

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Responsibilities

You will own the end-to-end relationship for a portfolio of high-value enterprise lottery partners, guiding them through onboarding and ongoing optimization of the Jumbo platform. Your role includes managing account health, translating partner needs, and resolving complex situations to achieve positive outcomes.