Customer Success Manager, FinTech

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of the premium customer experience for around 150 accounts based in Australia.

• Lead the project management of software implementations for new clients.

• Facilitate training sessions and refreshers for customers.

• Create strategic roadmaps that include milestones and KPIs aligned with customer goals.

• Conduct regular success check-ins and value-driven reviews.

• Mitigate churn through proactive engagement and support.

• Represent customer interests across Product, Engineering, and Leadership teams.

• Work in partnership with Account Managers to explore customer opportunities.

⛳️ Requirements

• 2-3 years of experience in a Customer Success Manager or Account Manager role.

• Significant experience in onboarding, implementation, customer training, and lifecycle management.

• Ability to manage a large and diverse portfolio of customers, including international accounts.

• Commercial acumen to engage effectively with C-suite executives.

• Strongly customer-focused and service-oriented.

• Proficient in CRM tools (preferably HubSpot), Confluence, JIRA, and contemporary SaaS platforms.

• Additional points for experience or familiarity with accounting software (such as Xero, MYOB, NetSuite) or ERP systems.

🏝️ Benefits

• Flexible working hours to accommodate limited US/NZ/UK time zones as necessary.

• A genuine and close-knit team culture.

• Comprehensive onboarding and team support.