I'm hiring a Client Success Manager : the person our clients will trust more than they trust me.
Served is a hospitality-only marketing agency. Restaurants, bars, cafés, breweries — that's all we do. 45 venues right now, some of the biggest names in Australian dining among them. Eighteen people across Australia, the Philippines and Vietnam. We grew 262% last year. Our promise is dollar in, dollar out — we show owners exactly what their marketing returned in bookings, orders and covers, and our wins database has more 10–20x returns than we know what to do with.
We built that with brute force and speed, and we're still growing fast enough that what got us here won't get us where we're going. Forty-five venues deserve someone whose whole job is them — the onboarding, the expectations, every check-in, every renewal. Until now that's been shared between me, our sales lead and our COO. It's time it belonged to one person. That's the job.
Your job, in one sentence: keep 45 venues so happy they never leave and buy more. Do that and you'll earn well past what the title suggests — I'll show you the actual maths in the interview.
What you'd actually own
Every client, from the moment sales hands over to the day they renew. You run the onboarding call inside 24 hours and set the standard: this is how we work, this is what we need from you, this is how we'll measure it — and we will always give you our best recommendation over what feels comfortable. You run every monthly check-in. You catch unhappiness before it becomes a cancellation email. When a social post misses the brief, you're the bridge between the client and the delivery team.
And you sell. Not cold — you'll never dial a stranger — but every check-in is a sale: re-selling the client on the plan, on the process, on us. Every renewal is a close. Every upsell is a conversation you started because you noticed the moment. You'll be paid on all of it.
You'll be the face of Served to people who own some of the best restaurants in the country. When they think of us, they'll think of you. Every call, every email, every "we'll have that sorted by Friday" — you're representing something we've spent two years building, and you'll care about that the way I do.
You'll work directly with me. Not "reports into a layer that reports into me" — me, most days, on the things that matter. You'll work alongside our COO, who runs delivery and makes sure the promises you make get kept. Internally we call the role Front of House. You'll know why.
What it's actually like
Chaotic. Some weeks two things break at once and then we fix and document it. I move fast and I'll expect you to. I'll say "this needs to happen today" more than you'd like. You'll inherit an account mid-story and have twenty minutes to earn a stranger's trust with a data report and your voice. Nobody will tell you what to do next — if you're the right person, you'll already be doing it. Proactive can't be a skill you have. It has to be a reflex.
You'll be judged on outcomes, not hours. That's freeing right up until you realise it's real.
If you need someone to hand you your day, this will hurt. If "that's not my job" is in your vocabulary, this will hurt more.
Who this is for
Someone who has spent years being the person a client actually trusts. Account management, customer success, sales, hospo tech — the label matters less than the record: you've owned a book of relationships, renewal or retention was your number, and you hit it. You've talked someone out of leaving. You've walked into a room where the client was already annoyed and walked out with a bigger deal. You know that the sale doesn't end at the signature — it restarts every month.
If you've only ever managed accounts that renewed themselves, this isn't it. I need someone who's saved one that was walking.
You're excellent at sales without being pushy: you control a conversation and drive it somewhere, and people thank you for it. You can read a Meta or Google report and turn it into one sentence a hospitality business owner cares about — you don't need to run the campaigns, you need to understand them well enough to be trusted on them. And you know hospitality: what a Tuesday-night cover count means to someone who owns the place, why a Friday sellout matters more than a like, why the owner is tired.
Warm on conversations, sharp in writing. High energy on camera.
And this part matters: this isn't for someone who wants an office and a 9-to-5. It's for someone who'd rather be paid for what they make happen than for the hours they log — who wants a hard year that pays like one, not a cruisy one that doesn't. That's why the performance side of this role pays above market, and why I'll walk you through the actual earnings model in the interview instead of hiding behind an "OTE".
It's also for someone who wants the life that comes with it. You'll have opportunities to travel to the venues you look after. You'll spend stretches in Bali working alongside me, because that's where I'm building from. And as our US book grows, so does your passport.
What's in it for you
A monthly retainer of $4–5k AUD, depending on you, plus uncapped, above-market performance fees on every renewal, upsell and referral — every dollar of it from revenue that exists because you did the job. The full model, with real numbers, is on the table in the interview.
Remote — Australia or Bali. AEST-overlap hours. Not a 9-to-5.
First person in the role, so you write the playbook everyone after you follows — while we build the operating system for independent hospitality and take it from Australia to the US.
How to apply
I'm hiring one person for this. The first one who's obviously right, I stop looking.
You have 60 seconds. Send me a video rydel@servedmarketing.com.au — unedited, phone is fine — and tell me two things: why you want this role, and how you'd make an impact in your first 90 days. Put your LinkedIn or CV in the same message.
I reply within 48 hours. If I don't, chase me. That's the job.
