Customer Success Manager

About the role

We’re looking for Customer Success Managers to support Nomni’s growing merchant base. You’ll own the post-sales relationship across onboarding, product adoption, retention and account growth, working closely with hospitality businesses to help them get maximum value from the Nomni platform.

This is a highly people-focused role involving regular venue visits, client training, relationship management and issue resolution. You’ll support products including POS, Online Ordering, Loyalty, Procure, Insights and NomniPay.

What you’ll do

• Manage relationships with assigned hospitality and F&B clients.
• Understand client goals, challenges and business operations, then recommend practical solutions.
• Lead end-to-end onboarding, including system setup, configuration and implementation.
• Deliver engaging on-site and virtual training for client teams.
• Create tailored training resources, FAQs and user guides.
• Provide responsive support and coordinate issue resolution with internal technical teams.
• Monitor product usage and proactively identify risks, adoption gaps and escalation points.
• Prepare performance reports and present insights that improve engagement, efficiency and revenue.
• Conduct regular account reviews to support satisfaction, retention and growth.
• Identify upsell and cross-sell opportunities across the Nomni product suite.
• Partner with Product, Sales, Marketing and Support to advocate for client needs.
• Share customer feedback to help improve Nomni’s products and services.
• Use AI tools to streamline reporting, documentation and account administration.

What you’ll bring

• 2 to 3 years’ experience in Customer Success, Account Management or Client Services.
• Experience in F&B, hospitality technology, SaaS or a related environment.
• Strong understanding of POS, online ordering, procurement, inventory or payments platforms.
• Excellent communication and interpersonal skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience delivering training to diverse teams.
• Strong analytical and problem-solving skills.
• Excellent organisation and account management skills.
• Confidence managing multiple clients, priorities and deadlines.
• Comfortable travelling to client venues across Sydney.
• Based in Sydney with full working rights in Australia.
• Comfortable using AI tools to improve productivity and reporting.

Why this role matters

Sydney is a key growth market for Nomni. In this role, you’ll help merchants adopt more of the Nomni platform, improve customer outcomes, protect recurring revenue and build long-term client partnerships.