Customer Success Manager | FinTech | Global Customers
Job description
Customer Success Manager role managing a portfolio of top-tier Australian accounts for an Order-to-Cash SaaS platform, owning onboarding, adoption, retention and relationship management. The role is customer success focused, not a sales-quota role.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Australia
What you'll do
- Own the white-glove customer journey across a portfolio of approximately 150 Australian based accounts, owning onboarding, adoption, retention and relationship management
- Project-manage software implementation for new customers, coordinating with technology partners and internal/external stakeholders to ensure clients go live within expected timeframes
- Conduct training and refresher sessions so customers understand how to get the most out of the platform
- Sit down with executive sponsors - CFOs, Financial Controllers, business owners - and build strategic roadmaps with milestones and KPIs aligned to their objectives
- Run regular success check-ins and value-focused reviews to track customer outcomes and progress
- Identify risks early and proactively manage churn through engagement, education and support
- Advocate for customer needs across Product, Engineering and Leadership teams; surface product feedback and identify trends
- Work closely with Account Managers to ensure seamless handovers and alignment on customer opportunities; generate Sales Qualified Leads as customers express interest in expansion
- Handle customer support via Intercom, helpdesk tickets and email; project-manage ongoing support issues and escalations through to resolution
- Maintain accurate CRM records, customer touchpoints and success plans
- Manage competing demands and prioritise effectively as the product roadmap and priorities shift
What we're looking for
- 2-3 years of experience as a Customer Success Manager or Account Manager in a high-volume, fast-paced environment, ideally within SaaS, fintech or payments
- Comfortable managing large, diverse customer portfolios, including international clients
- Strong experience in onboarding, implementation, customer training and lifecycle management
- Commercial maturity: confident, empathetic conversations with C-suite executives and ability to build trust quickly
- Honest, adaptable and resilient
- Deeply customer-centric and service-oriented
- Organised and self-directed with strong time management
- Proficient with CRM tools (ideally HubSpot), Confluence, JIRA and modern SaaS platforms
- Flexibility to accommodate limited US/NZ/UK hours as required
Nice to have
- Experience or familiarity with accounting software (Xero, MYOB, NetSuite) or ERP systems
- Experience working with payment processors or service providers
Your team
Customer Success
A core Customer Success team of five CSMs based in Sydney; tight-knit, authentic and flat, collaborating daily with Product, Sales, Finance, Payment Operations and Leadership.
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About ezyCollect by Sidetrade
Australian innovation. Global ambition.
Founded in Sydney in 2014, ezyCollect by Sidetrade is Australia's leading Order-to-Cash platform for small and mid-sized businesses, automating credit management, collections and payments. Now part of global AI leader Sidetrade, it serves 1,100+ customers managing A$19 billion in receivables.
Key facts
- 2014
- Sydney, Australia
- Order-to-Cash SaaS / fintech
- 1,100+ customers manage A$19 billion in receivables through the platform
- Customers typically cut late payments by 40% and bad debt by 80% within three months
- Part of global AI leader Sidetrade
- Profitable and scaling across three continents
Partners & customers
What they value
- Honesty
- Integrity
- Accountability
- Resilience
- Mutual support