Customer Engagement Specialist

Sales & Account Management

Key Account Manager

Sydney

Permanent / Full Time

Direct impact on retention and revenue growth

Clear career pathways and growth opportunities for the right candidate

High autonomy - trusted to own your patch from day one

Customer Engagement Specialist

Join a fast-growing team and make a real difference for thousands of Australian businesses - keeping them engaged, supported, and growing!

Direct impact on retention and revenue growth

Clear career pathways and growth opportunities for the right candidate

High autonomy - trusted to own your patch from day one

About this role

This role sits within our Customer Success team and reports directly to our Head of Customer Success. It's a newly created position built for someone who thrives on volume, variety, and the satisfaction of turning a difficult conversation into a win.

You'll own a portfolio of volume customers across all the Citation Group brands - proactively reaching out at scale to retain clients, uncover cross-sell and upsell opportunities, and handle cancellation conversations with confidence and care.

This isn't a 1:1 account management role - it's about working smart, identifying the right clients to engage at the right time, and creating real value across a large base.

What you’ll be responsible for?

Proactively engaging volume customers via phone and written outreach to drive retention and identify cross-sell/upsell opportunities

Managing and turning around cancellation conversations - knowing when to escalate and when to take ownership

Segmenting the client base to prioritise outreach and focus effort where it matters most

Collaborating with team members, and other internal teams to deliver value at scale (think webinars, campaigns, enablement)

Building and refining outreach cadences and call scripts as this function takes shape

Who we’re looking for

You're confident on the phone, comfortable with difficult conversations, and you back yourself to find a way through. You don't wait to be handed a script - you take initiative and look for ways to make your work better. Beyond that, here's what will set you up for success:

Experience in phone-based sales, junior BDM, or customer success - you're not afraid of volume outreach

Strong written and verbal communication - you know how to adapt your style to the person on the other end

Background in HR tech, payroll SaaS, or B2B software - ideally, you understand the world our clients operate in

Comfortable being uncomfortable - resilient, self-motivated, and genuinely hungry to grow

Familiarity with Salesforce or similar CRM tools - bonus points for Monday.com experience

A team-first attitude with the accountability to own your patch and the ambition to grow beyond it

Why join Citation Group?

We're not your average employer - we've been named an Employer of Choice for 9 years running, and we're proud of the culture that earned us that. Here's what you can actually expect:

�� Flexible working, genuinely. Hybrid across Sydney, Melbourne, or Brisbane - at least 2 days in office.

�� Competitive salary + benefits.

�� Parental leave up to 12 weeks paid - because family comes first.

�� Birthday leave because nobody should work on their birthday. Full stop.

�� Volunteer day leave to give back to causes you care about.

✈️ Reward & recognition that goes big - yes, including trips to Bali. Just sayin'.

�� Real growth - we're tripling in size. Your ceiling is high.

�� High trust culture - we back our people and get out of their way

About Citation Group?

At Citation Group we bring together real-world HR, Safety, Legal and Certification expertise along with adaptable workforce management and payroll technology - helping businesses run with confidence every day.

We're growing fast, dreaming big, and doing good things for businesses across Australia, New Zealand, Canada and the UK. Backed by a UK-based Private Equity parent, we're on track to triple the size of the business over the next few years - and we want brilliant people along for the ride.

Find out more at www.citationgroup.com.au

Next steps?

Hit the Apply button with your updated CV.

Applicants must have full legal rights to work in Australia with no restrictions.