Over the past 30 years, we’ve grown from humble beginnings with a single computer to a global technology company (ASX-300 listed company, JIN). Partnering with over 15,000 good causes worldwide and helping raise more than $260 million last financial year. Innovation isn’t just part of what we do; it’s who we are.

We develop cutting-edge solutions empowering our lottery and not-for-profit partners to raise funds for their vital causes. We believe in fostering an environment where talented people can innovate, grow, and have fun.

What will you be doing?

You will play a pivotal role in building and nurturing strong relationships with our strategic SaaS partners within the Lottery Solutions business unit. You will lead the success strategy for a portfolio of high-value clients, guiding them through our platform capabilities, data integrations, and product workflows to ensure they achieve their goals and maximise value from our solutions.

This role combines technical expertise with proactive client engagement, overseeing onboarding, ongoing support, and collaboration across multiple teams to deliver measurable outcomes.

This is a key appointment into a growing Client Success team of four, created as a result of an internal promotion. You’ll work closely with the outgoing lead—who remains within the business—and benefit from their deep knowledge and strong client relationships.

Under the guidance of the Head of Client Success, and with future team growth anticipated, this role also offers a pathway into leadership. You’ll have the opportunity to mentor others and help shape the future of the Client Success function at Jumbo.

What Your Day-to-Day Will Look Like

Serve as the primary contact for a portfolio of strategic SaaS clients, building strong relationships and driving their success with Jumbo’s platform.

Develop and execute Success Plans, conduct business reviews, and align client goals with Jumbo’s roadmap.

Provide expert guidance on platform capabilities and data integrations to maximise client value and adoption.

Collaborate with cross-functional teams to deliver tailored solutions and address client needs.

Proactively manage client retention, satisfaction, and support, including onboarding, training, and issue resolution.

Coordinate onboarding, training, and support activities alongside client success and operations team members to ensure smooth client experiences.

Serve as the escalation point for complex support issues and strategic questions, ensuring timely and effective resolution.

Mentor junior team members and contribute to the growth of the Client Success function.

What You’ll Be Able to Bring to the Role

3+ years’ experience in SaaS client success, account management, or service delivery, ideally within regulated or high-compliance environments

Strong technical literacy, with the ability to understand and explain APIs, data workflows, and system architectures

Proven skills in managing relationships with mid-to-senior-level client stakeholders and collaborating with cross-functional teams

Excellent communication skills, with the ability to translate complex technical concepts into clear, actionable guidance

Demonstrated ability to proactively identify client risks and opportunities, driving platform adoption and satisfaction

Demonstrated ability to proactively identify client risks and opportunities, driving platform adoption and satisfaction

Familiarity with analytics platforms, customer communication tools, and issue tracking systems is highly desirable

Experience interpreting and presenting data insights using business intelligence tools

Previous involvement in client onboarding, integration, reporting, or reconciliation processes is advantageous

Proactively identified and resolved challenges by anticipating client needs

Salary Banding: $110,000 – $130,000 per annum, plus super

Our Ways of Working

At Jumbo, we value balance and flexibility. Based in Brisbane and working out of our Head Office, our hybrid working model combines in-office collaboration (three days per week) with WFH work (two days per week). We also offer flexible working hours, with core collaboration times from 10 AM to 2 PM, allowing you to design a schedule that suits your life.

Why Join Jumbo?

At Jumbo, our team thrives because we invest in our people. Here’s what you can expect from us;

A short-term incentive program that rewards your contributions, dependent on company performance.

Access to our Employee Assistance Program, providing counselling and coaching.

Award-winning talent management programs for career growth and skill-building.

Onsite chefs (Brisbane) offering fresh, gourmet lunches daily and breakfast twice a week.

The freedom to work from almost anywhere in the world for up to 120 days a year.

A social culture, with activities like lunchtime chess, corporate games, soccer, Friday socials, and events celebrating diversity and inclusion.

Generous parental leave: 14 weeks of paid leave for primary careers and 4 weeks for partners.