Product Manager, Tenant Success

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

📋 Description

• Act as the main point of contact for a portfolio of bank and acquirer tenants, facilitating regular communication to identify issues, provide updates, and enhance platform utilization. Handle escalations promptly with effective communication.

• Collaborate with tenants to identify and document product requirements, transforming real-world challenges into organized briefs. Lead workshops, create user stories and acceptance criteria, and advocate for tenant needs internally to affect backlog prioritization.

• Acquire comprehensive knowledge of the mx51 platform, including configuration options, integration patterns, and acquirer-specific functionalities. Serve as the primary resource for tenants and internal teams regarding product operations and optimization.

• Manage tenant-facing documentation such as user guides, feature summaries, and configuration references. Oversee the distribution of release notes, providing context for technical changes so tenants are always informed of updates and necessary actions.

• Participate in RFI/RFP responses, assist tenant sales teams during client presentations, and identify opportunities for expanded product usage to generate additional value for both tenants and mx51.

• Serve as the product subject matter expert during tenant onboarding, user acceptance testing (UAT), and go-live processes. Document discrepancies between deployment expectations and platform capabilities, relaying insights back into the product development cycle.

⛳️ Requirements

• Experience in Product Management or Technical Account Management within B2B SaaS or payments, with a proven history of managing complex client relationships.

• Strong understanding of the payments ecosystem, including acquiring, EFTPOS, payment flows, and the interactions between banks, acquirers, POS providers, and merchants.

• Demonstrated ability to gather, organize, and articulate requirements from client interactions, capable of translating complex business issues into clear documentation.

• Excellent stakeholder management abilities, comfortable leading discussions with senior bank or acquirer stakeholders and equally adept at collaborating with engineering teams.

• Outstanding written and verbal communication skills, able to simplify complex information and adapt your communication style for technical, commercial, and executive audiences.

• Proven capability to create and maintain high-quality product documentation for external stakeholders.

• Experience with Agile methodologies and proficiency in Jira (including epics, user stories, and acceptance criteria).

🏝️ Benefits

• Work from overseas for up to 4 weeks each year

• Annual team offsite

• Social events organized by our social committee

• Option to swap a public holiday for an alternative day off

• Paid time off for volunteering

• Employee Share Option Plan (subject to invitation)

• Paid parental leave for both primary and secondary caregivers

• Novated lease and salary sacrifice options