Customer Success Executive

About RoiltiRoilti is an ISO-certified, data-driven incentives and loyalty platform powering trade, consumer, and channel campaigns for leading brands across APAC, the UK, and beyond. Our SaaS platform blends compliance, creativity, and technology to deliver seamless, end-to-end campaign execution.We’re expanding our Customer Success Team and seeking a highly organised, detail-focused Customer Success Specialist to help scope, coordinate, and deliver campaign solutions that drive measurable outcomes for our clients.Role OverviewThe Customer Success Executive plays a pivotal role in translating client needs into actionable delivery plans, ensuring projects move smoothly through Roilti’s Jira-based production workflow.You’ll work at the intersection of Client Services, Product, and Engineering, helping shape briefs, clarify requirements, and coordinate delivery for both fixed-scope and bespoke projects. This role combines operational excellence with strong client engagement - ideal for someone who enjoys bringing structure, clarity, and creativity to complex campaigns without direct people management responsibilities.Key Responsibilities1. Client Engagement & SuccessAct as a primary point of contact for assigned clients, ensuring all communication is clear, proactive, and solution-oriented.Lead or assist in campaign scoping and requirements-gathering sessions, ensuring business objectives are well-defined and achievable.Support onboarding, implementation, and go-live activities, ensuring a seamless and positive customer experience.Monitor project delivery to ensure campaigns are delivered on time, within scope, and within budget, proactively addressing risks or dependencies.Contribute to and assist with Quarterly Business Reviews (QBRs), providing insights, progress updates, and performance metrics.Support the Customer Success Team Lead to identify opportunities to optimise existing campaigns, enhance client value, and strengthen long-term relationships.2. Campaign Delivery & Workflow CoordinationBuild and manage project workflows in Jira, maintaining visibility of tasks, milestones, and dependencies.Collaborate with Product, Engineering, and Design teams to translate client needs into technical and creative solutions.Oversee delivery timelines, QA processes, and internal communication to ensure campaigns meet both client and compliance standards.Maintain accurate documentation in Confluence, including briefs, approvals, and delivery records.3. Systems, Process & Continuous ImprovementChampion best practices for campaign delivery and internal collaboration.Document reusable solutions or technical patterns that can improve delivery efficiency.Contribute to ongoing process improvements in Jira, Confluence, and reporting workflows.Uphold Roilti’s ISO-aligned compliance standards across all client and operational activity.4. Cross-Functional CollaborationPartner with Sales, Product, and Engineering to ensure campaigns align with business goals and technical capabilities.Share campaign insights and learnings to support roadmap development and product innovation.Participate in internal reviews to ensure process consistency and delivery quality across teams.About YouHighly organised, analytical, and proactive - you thrive on bringing order to complexity.Excellent communicator, comfortable working with both technical and non-technical stakeholders.Relationship-focused with strong collaboration and problem-solving skills.Detail-driven, process-oriented, and motivated by high standards of delivery.Required Skills & Experience2–4 years experience in Customer Success, Account Management, or Client Services within a SaaS, digital marketing, or technology environment.Strong working knowledge of Jira (essential) and Confluence for documentation.Experience managing delivery workflows and coordinating between client and engineering teams.Proficiency in Google Workspace and Slack for collaboration.Solid understanding of campaign lifecycles and delivery processes.Must have working rights within Australia. Nice to HaveExperience in ISO-compliant, regulated, or data-sensitive environments.Familiarity with incentive, loyalty, or rebate campaign delivery.Exposure to agile or sprint-based workflows.Why Join RoiltiJoin a growing SaaS company expanding globally across the UK, Europe, and APAC.Work alongside a collaborative team that values clarity, accountability, and innovation.Help shape delivery systems and client experience frameworks that define Roilti’s next phase of growth.Gain exposure to end-to-end campaign operations - from client engagement to technical deployment.Remuneration ExpectationsSalary range $80,000 - $100,000 pending experienceAnnual training and self improvement allowanceOpportunities for career progression and leadership development as the business grows