Customer Success Manager | FinTech | Global Customers

ezyCollect by Sidetrade is Australia's leading Order-to-Cash platform for small and mid-sized businesses, now expanding globally. The Customer Success Manager will focus on delivering proactive service to top customers, ensuring their adoption and retention while building long-term relationships.

Responsibilities:

• Own the white-glove customer journey. You'll manage a portfolio of approximately 150 Australian based accounts, with 30-40% actively engaged at any given time. These are our top-tier customers - the ones we protect, expand, and build long-term partnerships with. You'll own the entire lifecycle: onboarding, adoption, retention, and relationship management
• Deliver outstanding onboarding and implementation. 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. You'll onboard your own customers and own their success from day one
• Earn a seat at the table. Sit down with executive sponsors - CFOs, Financial Controllers, business owners - and understand their short and long-term business goals. Build strategic roadmaps with milestones and KPIs aligned to their objectives. Position ezyCollect by Sidetrade as a major vendor, not just another tool. Think strategically, not just tactically
• Drive adoption and prevent churn. 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. Whatever your customers' businesses are going through, you know about it - and you're already planning how to help. Retention and churn are taken seriously here, and your KPIs reflect that
• Champion the voice of the customer. Advocate for customer needs across Product, Engineering, and Leadership teams. Surface product feedback, identify trends, and push for improvements that reduce tech debt and improve customer experience. You're the bridge between what customers need and what the business builds
• Collaborate with Account Managers. Work closely with AMs to ensure seamless handovers and alignment on customer opportunities. You'll still generate Sales Qualified Leads as customers adopt more of the platform and express interest in expansion - but you don't own revenue targets. Your focus is long-term customer success and multi-year contract renewals
• Provide day-to-day support. Handle customer support via Intercom, helpdesk tickets, and email, ensuring timely and high-quality responses. Project-manage ongoing support issues and escalations through to resolution. Maintain accurate CRM records, customer touchpoints, and success plans
• Stay adaptable. Our product roadmap is fluid, and priorities shift as the business grows. You'll need to be flexible, manage competing demands, and prioritise effectively even when there's not enough time to do everything. This is a 360-degree role - you'll be exposed to the ins and outs of running a business, from finance to operations to strategy

Requirements:

• 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 to hold confident, empathetic conversations with C-suite executives - CFOs, Financial Controllers, business owners
• Ability to build trust quickly and understand how businesses work
• Honesty, adaptability, and resilience
• Value integrity and take ownership of actions
• Comfortable with ambiguity, change, and high-velocity project cycles
• Initiative and proactive thinking
• Deeply customer-centric and service-oriented
• Consistently deliver exceptional experiences and tangible business outcomes
• Success measured by customer retention, adoption, and satisfaction - not sales targets
• Bring energy, impact, and a positive attitude
• Organised and self-directed
• Ability to manage multiple priorities and juggle competing demands
• Strong time management without constant oversight
• Proficient with CRM tools (ideally HubSpot), Confluence, JIRA, and modern SaaS platforms
• Experience or familiarity with accounting software (Xero, MYOB, NetSuite) or ERP systems
• Experience working with payment processors or service providers