Come shape the future of commerce built for passion with us!

At EQL, we’re building tools for brands that don’t just have customers—they have fans.

These are the high-stakes cultural moments where passion runs deep, but the experience has often been broken: sites crash, bots win, and real fans lose out. If you’ve ever tried to score Jordans, Taylor Swift tickets, or a footy final seat, you know the frustration. EQL is changing that. We’re creating the world’s first fair launch platform to help retailers manage demand, block bad actors, and deliver seamless experiences that give real fans a fair shot.

Backed by top VCs and angels, we’re solving big, meaningful problems with smart tech and a bold, collaborative team. It’s challenging and rewarding work, and we’re building a culture where curious, kind, and ambitious people thrive. If you want to help us shape the future of fan-first commerce—even if you don’t tick every box—we would love to talk.

The role

We're hiring a Melbourne-based Customer Success Manager to own a book of APAC retailer accounts spanning Australia, New Zealand, Japan, Malaysia, and beyond. You'll inherit a portfolio of flagship, established and emerging retailers across our core categories — collectibles, trading cards, mints, distilleries, sneakers, and streetwear — and partner with each of them to run successful launches, deepen the relationship, and grow our footprint together.

What you’ll do

• Own a book of APAC retailer accounts. Day-to-day relationship management for ~15–20 accounts in your initial book, with the expectation of growing into more strategic accounts over time. You'll be the named CSM, the trusted point of contact, and the person retailers think of when they think of EQL.

• Make launches go smoothly. Partner with retailers on launch prep, run-of-show, troubleshooting, and post-launch retros. The rigour you bring to the prep is what makes the launch feel effortless. This includes some unsociable hours during major drops — we plan for it, we share the load, and we don't romanticise it.

• Protect and grow the book. Build quarterly success plans, monitor account health, and identify expansion opportunities — new categories, new markets, increased launch volume, new launch mechanics. We use a structured account-planning motion for our top accounts and want someone who'll bring discipline to that work.

• Onboard new APAC retailers. Guide new partners through activation, from contract signature to their first successful launch. We have active expansion in Japan and other APAC markets; you'll play a role in standing those motions up cleanly.

• Be the voice of the retailer. Translate feedback from your accounts into product and engineering priorities through our established cross-functional cadences. The best CSMs at EQL are the ones who can hold both sides of the conversation — what's right for the retailer and what's right for the platform.

• Contribute to how the team operates. Help build out our playbooks, knowledge base, operational internal shareouts and account plans.

Who we look for

We focus on hiring values-aligned people because we believe mindset matters as much as experience. Curiosity, drive, and a willingness to learn go a long way. Working at EQL means embracing ambiguity, being okay with imperfection, and playing bigger than we are as we solve tough problems together. If that sounds like it gives you energy and are excited to grow with us, we encourage you to apply—even if you're feeling unsure.

We believe you’ll succeed in this role if you have:

• Demonstrated experience in a Customer facing role — CSM, strategic account management, or similar — ideally at a SaaS, fintech, e-commerce, marketplace, or platform business.

• Demonstrated ability to manage a portfolio of accounts with varying complexity, cadence, and stakeholder profiles.

• Strong written and verbal communication. Comfortable on calls with retail executives and operators, running retros, and following through async on Slack and email.

• Genuine curiosity about how the platform works. You don't need to be a technical expert, but you need to want to understand the product — the launches you'll run are technical in nature and the best CSMs here can hold their own in product conversations.

• Comfort operating with autonomy and the ability to prioritise effectively. Our GTM team is heavily US-centric so you'll need to drive your own week and surface issues early rather than wait for them to be asked about.

• An ability to keep calm under pressure. Launches go sideways occasionally. We want someone who steadies the room rather than amplifies the heat.

What we offer

Fairness is not just something for our fans and retailers - it’s part of who we are which is why:

• We provide equity in EQL - we want our team to have skin in the game and to be as invested as we are in EQL’s success. We want the people that will make EQL successful to share in that success

• We provide competitive compensation and evaluate the market to ensure that remains true.

• We provide a flexible work environment because we understand that everyone works differently and want to support our team to be their best

• We provide generous time off above and beyond what we are required to because we know that well-rested people make better decisions and are more engaged - when you thrive we thrive

• When you want to collaborate in person with other humans, we have a workplace that welcomes the whole team including their furry friends.

At EQL, diversity, equity, and inclusion are core to how we operate and grow. We’re committed to building a workforce that values and supports every individual. We believe equality strengthens our culture and drives accountability in championing diverse voices. EQL is an equal opportunity employer and does not discriminate based on race, colour, gender, sexual orientation, age, disability, marital or caregiving status, pregnancy, religion, political beliefs, or national origin.