- Location
- Melbourne, Victoria, Australia
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Senior
- Closing date
- Aug 31, 2026
- Source
- Pinpoint
Description
Senior Customer Success Partner
Application Deadline: 31 August 2026
Department: Client Success Management
Employment Type: Permanent - Full Time
Location: Melbourne (HQ)
Description
InvestorHub helps listed companies own their investor relationships. Our platform gives ASX-listed companies the sales and marketing tools to engage investors directly - announcements, engagement analytics, registry insight, and investor communications - so they can grow and defend their register without depending on intermediaries.
You'd be the person who makes sure our clients actually get value from it.
You'll own a portfolio of ASX-listed clients end to end from onboarding through activation, embedding, and renewal. This is a problem-solving role.
You'll operate as a trusted strategic advisor to CEOs, CFOs, boards and IR partners: reading their company register, their engagement data and their market context, and helping them decide how to engage the market and their investors next. Where the product can't yet close a value gap, you'll diagnose it, then design and deliver a targeted service engagement that does.
You'll be the senior individual contributor in your team: the escalation presence in hard rooms, a coach to the Customer Success Partners around you, and a voice in how the Customer Success function itself problem-solves in the world of AI and software businesses.
You don't necessarily need a capital markets background to apply. You need to prove you can and want to quickly build deep expertise in one. We believe that start-ups only move as fast as their talent, and want someone who wants to run and grow quickly with us.
Key Responsibilities
- Carry what's hardest: the demanding boards, contested registers, and at-risk logos - the accounts where the cost of failure is highest.
- Set the standard for intervention design: design the hardest interventions yourself, and review, sharpen, and coach every intervention the Customer Success Partners around you design. You're the team's reference point for the craft.
- Own your portfolio's product-versus-service strategy: judge, segment by segment, where deeper embedding wins and where service must bridge - and direct those motions.
- Advise at executive altitude: forward-looking engagement strategy to CEOs, CFOs, and boards, grounded in their register, engagement, and market data - the advisor they'd pay for independently.
- Close commercially: lead renewal and upgrade conversations end to end, including framing and negotiation.
- Raise the floor: coach the team's craft and its domain ramp, and be the escalation presence when the room needs authority.
- Land function-level improvements every cycle - plays productised, processes built, problems solved for the team, not one book.
- Work AI-forward: use AI tooling as a delivery multiplier so your hours go where a human in the room changes the outcome.
- Heart & horsepower. We care about the customer's outcome, and we bring real effort to it. Both, always.
- Play fair. With customers, with each other, with the market. We win on merit and we tell the truth in hard rooms.
- Curious, not judgemental. Wrong answers are data. We ask "why" before we ask "who", and we learn through trying.
- Solve cool problems: We're aiming to change the way modern markets work for companies and investors. Help us redefine how.
- Share in our success: Employee Share Option Plan included as part of your total remuneration. We grow together and win together.
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People you'll love working with: A welcoming, mission-driven team of smart, thoughtful people doing meaningful work who love problem solving together.
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Grow deep, not just up: we heavily encourage and invest in individual-contributor growth - getting more senior here doesn't require becoming a manager.
The Ideal Candidate Will Have...
- 5+ years in customer success, account management, client-facing advisory, or other complex problem-solving roles with demonstrable ownership of complex B2B relationships or equivalent stakeholder complexity.
- Proven speed acquiring a technical domain: you've mastered a comparable domain fast in a previous role and can show it. Capital markets or IR background (listed companies, IR, broking, registry, financial communications) is highly desirable but not required. The ramp expectation is working fluency across our domain - the product, ASX markets, and investor relations - inside your first month, designing service interventions from the outset, and applying it all to client strategy - as the team's reference point for intervention design - inside six months.
- A track record of commercial conversations: renewals led, expansion progressed, or equivalent revenue ownership.
- Evidence of lifting the people around you - coaching, mentoring, or standard-setting, with or without formal authority.
- Advanced data fluency: you build the client narrative from raw platform and registry data unaided.
Benefits
At InvestorHub, we empower our team to identify and solve problems as they see them by working in tight, often cross-functional teams to deliver amazing user outcomes.
If you don't meet all these traits, that's ok. Diversity of thought, background and approach are all essential ingredients for an amazing customer outcome. Just let us know what it is you think you can bring to the role and the team and why you're excited to join in.
In addition to a fantastic role, team and salary, we offer:
- Setup budget – you'll get a laptop and anything you need to do your best work
- Options – we want you with us for our exciting growth journey.
- Parental leave – we have a gender-neutral parental leave policy.
- Regular hangouts – we have monthly social catchups and team off-sites.
- Lots of food – a snack cupboard you'll brag about, and free lunches every month.
Skills
Negotiation