About Vamp

Vamp is an influencer marketing platform that offers a streamlined workflow for brands and creators to connect seamlessly and effortlessly. Our technology makes collaboration simple with integrated tools to plan, manage and deliver multi-channel influencer campaigns that reach new audiences, build brand awareness, create engagement and drive conversion.

How We Work

We thrive on having a diverse group of Vampers who strategise, create and operate in many different ways. We have a flexible working culture and offer a hybrid working approach that optimises collaboration and productivity, taking into consideration the needs of our customers, team members and you.

Location

The role is located at our stunning office at The Commons in Sydney, and requires a minimum of 3 days each week at the office.

Reporting

Chief Operating Officer

Job Summary

You’ll own the end-to-end customer journey for our core customer segments (brands, creators and the agencies that service them) — from onboarding through to retention, renewal, and expansion. Your role is to ensure customers extract maximum value from our platform, experience best-in-class delivery, and enjoy a frictionless partnership. This role combines strategic leadership, operational excellence, and a passion for building lasting relationships. It sits at the intersection of Product and GTM to continuously improve the customer experience.

Key responsibilities

Leadership & Strategy

• Lead and scale high-performing Customer Success and Delivery teams.
• Define and execute the customer success strategy, aligning it with overall company objectives.
• Foster a culture of accountability, growth, and proactive problem-solving.

Customer Journey Ownership

• Oversee all stages of the customer lifecycle: onboarding, enablement, adoption, engagement, support, and renewal.
• Continuously improve and analyse key processes by driving the development of workflow maps and standard operating procedures.
• Drive measurable improvements in customer health, satisfaction (CSAT/NPS), and retention (churn & expansion metrics).

Operational Excellence

• Identify and embed best practices across the customer journey by designing repeatable, scalable processes that drive efficiency, consistency and growth.
• Assess existing workflows to uncover opportunities for improvement, and lead structured change initiatives that elevate the customer experience and team performance.
• Introduce systems for tracking KPIs and continuously improving team performance.
• Collaborate cross-functionally with Sales, Growth and Product.

Voice of Customer & Product Development

• Act as the voice of the customer, championing customer feedback and insights to influence product development, service enhancements, and strategic decision-making.
• Identify and recommend product improvements by relevant data, metrics, and actionable insights.
• Work alongside Product and Engineering to shape the product roadmap.

Who You Are

• Proven experience (10+ years) in Customer Success / Delivery / Account Management teams in a tech-enabled, high-growth environment.
• Experience in influencer marketing, SaaS, media, or digital platforms.
• Familiarity with product disciplines and practices including agile methodologies (or similar) customer journey mapping and service design thinking.
• Strong understanding of customer success best practices, including customer health scoring, QBRs, renewals, and expansion strategies.
• Excellent communication, strategic thinking, and relationship-building abilities.
• Comfortable working cross-functionally in a fast-paced, agile environment.
• Experience with CRM and customer success tools (e.g., Hubsport, Zendesk, etc.).
• Global or multi-market experience is highly desirable.

What We Offer

• A dynamic and collaborative team that values impact over ego.
• Flexible, hybrid working environment.
• Opportunity to shape and scale a core business function.
• Competitive salary and benefits, plus opportunities for growth and development.

Applications close 6PM AEST on Monday, 28 July 2025.