MFMichael Friedman
@michaelfriedman
Senior Customer Success and Operations leader driving retention and scalable growth.
AustraliaWhat I'm looking for
I am a Senior Customer Success and Operations leader with a decade of enterprise discipline and extensive experience scaling a SaaS-enabled marketing agency to 500+ global clients. I combine operational rigor from large organisations with startup agility to deliver measurable commercial outcomes—recently architecting a client lifecycle framework that increased LTV by 35% and implementing AI workflows that cut administrative overhead by 40%.
I have personally managed high-value enterprise accounts, led distributed cross-functional teams of 20+, and driven digital transformation using platforms such as Monday.com and GoHighLevel. I bring a track record of exceeding targets, improving retention, and translating customer feedback into product adoption and growth.
Experience
Work history, roles, and key accomplishments
Head of Customer Success
Supafitgrow
Jan 2019 - Oct 2025 (6 years 9 months)
Steered Customer Success and Operations for a SaaS-enabled marketing agency, scaling the portfolio to 500+ global accounts and architecting a lifecycle framework that increased LTV by 35%. Implemented AI-enhanced SOPs and tools that cut administrative overhead by 40% while leading a distributed team of 20+.
Marketing Manager
Treats2eat
Jan 2017 - Sep 2025 (8 years 8 months)
Co-founded and grew a six-figure dessert and catering business, built and optimised a Shopify store, and drove acquisition and repeat purchases via Meta Ads, Google Ads, and GA4 to improve ROAS and LTV.
CASenior Business Development Executive
Coca-Cola Amatil
Jan 2008 - Dec 2018 (10 years 11 months)
Managed enterprise and SMB portfolios across Victoria, consistently exceeding sales targets and delivering 120%+ FY targets (2016–2017); closed major accounts including a $1.5M deal and a $320K deal.
National Account Manager
Skillhands Australia
Jan 2002 - Dec 2008 (6 years 11 months)
Secured national contracts with major retailers (Kmart, Bunnings, Beacon Lighting) and delivered retail sales growth through new product launches and channel expansion.
Education
Degrees, certifications, and relevant coursework
DUDeakin University
Bachelor of Commerce, Marketing
2000 - 2002
Completed a Bachelor of Commerce with a major in Marketing, focusing on marketing principles and commercial strategy.
Melbourne Institute of Business and Technology
Diploma of Business, Business
1999 -
Completed a Diploma of Business with foundational studies in business practices and administration.
Tech stack
Software and tools used professionally
Availability
Location
AustraliaAuthorized to work in
Job categories
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