Customer Success Specialist

Reports to: Customer Success Manager

Supports: Head of Product & Head of Marketing

Role Overview

As our Customer Success Specialist, you’ll be the friendly face (and sharp mind) our key clients meet very early on in the adventure. From day one of their onboarding to their full-blown platform mastery, you’ll be their go-to guide, translator of tech-speak, and occasional cheerleader.

You'll help them navigate the exciting world of SMS/MMS, making sure everything clicks, sticks, and scales.

This role is designed for individuals who are passionate about our customer success, eager to learn, ready to work hard and are keen to be part of something growing, fast!

Key Responsibilities

Client Onboarding & Support – Assist in onboarding new clients, ensuring they understand and effectively use our SMS platform and providing ongoing support to address any questions or issues.

Relationship Building – Develop strong relationships with clients, becoming their trusted point of contact and advocate within Tall Bob.

Product Education – Educate clients on best practices, new features, and strategies to maximise the value of our platform.

Feedback Collection – Gather client feedback and insights to help improve our products and services.

Collaboration – Work closely with Sales, Product, and Marketing teams to ensure a seamless client experience and contribute to the development of customer success strategies.

Success Measures

Customer Onboarding – Successful activation and initial usage of the platform

Customer Satisfaction – Positive feedback and high engagement levels from clients

Customer Retention – Contributing to the reduction of churn and supporting contract renewals

Growth Opportunities – Identifying potential areas for upselling or cross-selling additional services

Who You Are (aka, the Unicorn We’re Looking For)

You genuinely care about helping customers win

You’ve got the gift of the gab and the keyboard—clear, confident communication is your thing

You spot issues before they become problems and love working with others to fix them fast

Chaos doesn’t scare you—you’re organised, calm under pressure, and juggling multiple priorities like a pro

You're tech-curious and not afraid to press buttons to see what they do (responsibly, of course)

Feedback? Bring it on. You see it as a fast track to growth—for yourself and your work
You're a team player who’s happy to roll up your sleeves, help your crew, and get stuck in wherever needed

Your Qualifications

Education – Bachelor's degree in Business, Marketing, Communications, or a related field

Experience – Previous internships or roles in customer service, support, or account management are a plus, but not required

Skills – Familiarity with CRM software (e.g. HubSpot), Google Workspace and Microsoft Office Suite is advantageous

We’re not your average messaging or tech platform. Tall Bob delivers clever SMS and MMS experiences that help brands cut through the noise and actually connect with their customers. We’re growing fast, thinking big, and having a laugh while we do it.

Why Join Tall Bob

Flexible Work Environment – Enjoy a mix of office and remote work options

Autonomy & Support – We trust and empower our people

Collaborative Culture – Creative, dynamic, and growth focused

Career Progression – Join a best-in-class team with room to grow

Expanding Market – Strong presence in Australia and New Zealand, and growing fast overseas.