Customer Success Manager – B2B SaaS Fintech

About the role

We are seeking a commercial Customer Success Manager to own post‑go‑live relationships with enterprise SaaS clients in the fintech space. Based in Sydney’s CBD, you will focus on retention, expansion and delivering measurable business outcomes.

Key responsibilities

• Manage a portfolio of enterprise clients post go-live, owning their commercial outcomes
• Drive product adoption, retention, and net revenue retention across your accounts
• Run quarterly business reviews with senior client stakeholders
• Monitor customer health signals and proactively mitigate churn risk
• Identify and progress expansion and upsell opportunities in partnership with Sales
• Act as the primary escalation point, coordinating across Product, Engineering, and Support
• Feed customer insights into the product roadmap
• Contribute to building scalable Customer Success processes as the business grows

Required profile

• 2–5 years’ experience in Customer Success, Account Management, or Client Services
• B2B SaaS experience strongly preferred, with understanding of subscription economics and renewal cycles
• Metrics‑driven, comfortable tracking and reporting on NRR, churn, adoption, and CSAT
• Experience running QBRs and engaging senior stakeholders
• High ownership mindset – proactive, accountable and self‑sufficient
• Fintech or financial services experience advantageous but not essential

Required skills

What we offer

• Salary $120k–$130k + super, depending on experience
• Hybrid working model
• Health Insurance
• Apple workstation package (MacBook Pro, dual external screens, Apple peripherals, AirPods Pro)
• 4 weeks annual leave (increasing to 5 weeks after 2 years, 6 weeks after 3 years)
• Unlimited sick leave
• Extended maternity & paternity leave beyond statutory minimums
• Premium office with snacks, drinks, top‑tier coffee machine and endless coffee beans