About Firmable

Firmable helps sales, marketing, and revenue teams win by giving them deep, localised B2B intelligence. As our customer base grows across ANZ, SEA, and the US, the way we manage our most valuable accounts needs to grow with it. We're a dynamic, fast-growing scale-up with backing from the best VCs in Australia.

The Opportunity

This is a CSM role with real commercial ownership. You'll manage a book of high-value accounts end to end, from onboarding through to retention and growth. You'll be the person these customers rely on to get more from Firmable.

You'll work closely with the Head of Customer and the broader team to:

• Own relationships with our highest-value accounts and be accountable for their health, retention, and expansion
• Run onboarding and training tailored to how each customer actually uses the product
• Spot commercial opportunities and contribute to revenue conversations, not just relationship ones

What You'll Be Doing

• Own a defined book of high-value accounts. Be accountable for retention, health, and growth across that portfolio
• Run onboarding for new customers, building structured programmes that drive product adoption and time-to-value
• Conduct regular business reviews with key stakeholders, anchored in data, usage trends, and commercial outcomes
• Identify expansion signals and work with sales to convert them
• Proactively manage risk. Spot disengagement, address it early, and build a plan before it becomes churn
• Handle operational account management: billing, contract queries, CRM hygiene, internal escalations
• Collaborate across product, sales, and support to close the loop on customer feedback and drive outcomes

What We're Looking For

This role suits someone who is commercially sharp, relationship-driven, and comfortable operating across the full scope of customer success, from strategic QBRs to invoice reconciliation.

You'll likely be a strong fit if you:

• Have 4+ years in a Customer Success or Account Management role within B2B SaaS, ideally in revenue tech, data, or a related space
• Have experience managing a portfolio of mid-market or enterprise accounts with a commercial lens. You've held or influenced a retention or expansion number
• Have helped build onboarding processes, not just followed them
• Can hold a room in a QBR and adapt your communication to the audience
• Are organised, detail-oriented, and happy to manage the admin that keeps accounts running smoothly
• Thrive in a fast-moving, early-stage environment where processes are being built, not inherited. You figure things out independently and move quickly
• Have used CRM and CS platforms like HubSpot, Salesforce, or similar, and understand how to use data to manage your book
• Don't wait for a playbook to exist before doing the work

Who This Role is NOT For

• Prefer reactive, ticket-driven customer success over proactive account management
• Are looking for a large, layered CS org with rigid swim lanes and narrow ownership
• See CS as purely relationship management and aren't comfortable with commercial accountability
• Want a role where someone else handles onboarding, billing, and operational admin
• Need a stable, structured environment with clearly scoped tasks handed to you
• This role is best suited for someone who thinks in terms of net revenue, not just NPS. You want to protect and grow your accounts, operate with autonomy, and contribute to building the customer function as we scale.

Why Join as a Customer Success Manager

• Own the customer experience for Firmable's most important accounts
• Work directly with leadership and shape how the customer function is built
• Clear progression into senior, team lead, and management roles within a structured career development framework, with equity options
• A small, fast-moving team that values commercial thinking and independence, not process compliance