Customer Success Manager | Infinity22 | $85k + super + ~$100–115k OTE (uncapped) | Brisbane or Melbourne (hybrid)

Why this role?

Most "customer success" jobs are glorified help desks. This isn't that.

Infinity22 is handing one person the keys to its entire existing client book - 200+ relationships - and saying: keep them, grow them, own the commercial conversation end to end.

You're not chasing cold logos. The clients are already here. Your job is to make them stay, and quietly turn one service into three.

It's a farmer's role with a hunter's upside: 4% uncapped on every cross-sell, 1% on the book you retain. Do it well and the book pays you back every month.

The product and market

Infinity22 helps businesses fund and run their growth. Most clients come in through Grants — then there's a whole world beyond it: Business Advisory and a Virtual CFO offering, each a real product with its own ladder.

That's the opportunity hiding in plain sight. A client acquired on Grants has rarely been shown everything else Infinity22 can do for them. You're the person who shows them.

Brisbane or Melbourne, hybrid (3 days in office), with a travel budget to sit across the table from your top-tier clients.

What you'll actually do

Own the book. 200–240 clients, tiered. ~20 strong-tier relationships you nurture monthly, through to a low-touch long tail you manage by exception. You run the cadence — and you don't let it slip.

Retain. QBRs, renewals, at-risk flagging. You spot churn before it shows up in the numbers and have the hard conversation early. Target: 95% of revenue retained, year on year.

Expand. Every client is a cross-sell waiting to happen. You ask the questions that surface a Virtual CFO or Advisory need — then you close it. Uncapped at 4%.

Sit in the middle. You're the single point of contact between the Account Executives who win the client and the delivery teams who do the work. You own the relationship and the money conversation — nobody else does.

Stand up the system. Build the NPS measurement from scratch, keep HubSpot immaculate, and own the reporting the whole growth function runs on.

You will report to the Head of Growth.

What you'll need to succeed

Non-negotiable:

- You've owned client relationships and a retention/expansion number - account management, not new-logo hunting.

- You're comfortable talking money: fees, scope creep, renewals. You don't flinch.

- You run a cadence without being chased. Disciplined on follow-through.

- Your CRM is spotless - opportunities don't get lost in your HubSpot.

- You're in Brisbane or Melbourne (or moving there).

Strongly preferred:

- A finance-adjacent background - private banking, financial-services account management (e.g. insurance), or a B.Com / B.Bus.

- Genuine financial literacy you can lean on in an advisory conversation.

We'll train:

- Infinity22's service lines and where each one fits.

- The cross-sell playbook and soft-close motion.

- The Grants → Advisory → Virtual CFO ladder.

One thing this role is NOT: a pure hunter chasing new logos. If retention feels like a chore to you, this isn't your seat.

What success looks like

90 days: You've taken over the book, met your strong tier, and know every service Infinity22 sells.

6 months: The cadence runs like clockwork, your first cross-sells are closed, and the NPS baseline is live.

12 months: 95% revenue retained, a healthy 2x pipeline of expansion opportunities, and a book worth more than when you inherited it.

Why Infinity22?

Real upside, uncapped. $85k base + super, OTE ~$100–115k in year one, and no ceiling on cross-sell. For the right person, Tom will flex the base toward $100k.

You own something real. Not a slice of a process — the whole client relationship, end to end.

The expansion is already there. Hundreds of clients who only know one of Infinity22's products. You get to show them the rest.

Grown-up comp for a grown-up role. Monthly commission, paid as the client pays.

Apply now or reach out directly to Luke Marshall to have a proper conversation.

This role is to be filled by Pointer, it is not for Pointer. The successful candidate will also receive 12 months of ongoing training and support, including advanced training programs and access to communities for professional growth—all provided by Pointer in addition to internal programs.