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Customer Success Manager

Nomni

Location
Onsite (Sydney, New South Wales · Sydney, New South Wales)
Employment
Full-time
Level
Mid Level
Posted 1 week ago

About the role

Nomni is an AI-first hospitality technology platform supporting thousands of venues across Australia, the US, and Southeast Asia. This role involves managing post-sales relationships for hospitality clients, driving product adoption, and ensuring client satisfaction and retention through onboarding, training, and issue resolution.

Skills

Customer Success Account Management Client Services Hospitality Technology POS Systems Online Ordering Training Delivery Relationship Management Issue Resolution Analytical Skills Problem-solving Communication Skills SaaS Upselling Cross-selling AI Tools

Full job details

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.