Customer Success & Growth Manager | B2B SaaS | Payments & ERP
PencilPay is looking for a Customer Success Manager to build relationships with clients, understand their businesses, help them improve how they use PencilPay and ultimately increase the value they're receiving from the platform.
You'll work directly with customers, the CEO and product and technology teams, help shape processes and playbooks, and have the opportunity to ultimately build and lead the Customer Success function as PencilPay scales.
This is not a traditional support role.
PencilPay is changing the way wholesalers, manufacturers and distributors manage trade accounts, payments and accounts receivable.
For many businesses, getting a new trade customer set up, assessing credit, collecting payment and reconciling invoices still involves manual forms, spreadsheets, emails, phone calls and hours spent chasing overdue accounts.
PencilPay brings that process together in one platform, helping businesses digitise credit applications, manage trading terms and risk, automate payment collection and integrate payments and reconciliation with the ERP and accounting systems they already use.
The result is simple: customers get paid faster, finance teams spend less time chasing money, businesses gain greater control over cash flow and their customers have a better experience.
PencilPay integrates with platforms including Cin7 Core, Xero, NetSuite, MYOB Acumatica, QuickBooks and other systems used every day by wholesale businesses.
We're now entering an exciting stage of growth, and Customer Success will be central to that next chapter.
We're not looking for someone to simply manage support tickets.
We're looking for someone who wants to understand how businesses operate, solve real commercial problems and help customers transform the way they manage payments and accounts receivable.
You'll join early enough to have genuine influence over how Customer Success is built at PencilPay.
You'll work directly with customers, the CEO and our product and technology teams, help shape our processes and playbooks, and have the opportunity to ultimately build and lead the Customer Success function as we scale.
If you like technology, payments, solving real business problems and seeing the measurable impact of your work on a customer's cash flow and operations, this is an opportunity to make a meaningful impact.
PencilPay is looking for a Customer Success Manager to build relationships with our clients,



understand their businesses, help them improve how they use PencilPay and ultimately increase the value they're receiving from the platform.
This isn't a traditional support role.
We're looking for someone who is proactive, process-driven, commercially minded and confident working with clients and technology.
What you'll do
You'll work directly with our Clients; primarily wholesalers, manufacturers and distributors to understand how they operate and help them get the most from PencilPay.
Your role will include:
Own the customer journey from sales handover and onboarding through to activation, adoption, retention and expansion.
Develop a clear success plan for each customer, including what successful PencilPay adoption and payment volume should look like.
Proactively identify customers who are underutilising PencilPay and develop plans to increase adoption and transaction volumes.
Identify opportunities to expand PencilPay across additional entities, locations, workflows, payment methods and use cases within existing customers.
Own customer health and proactively manage accounts showing signs of disengagement or churn risk.
Conduct regular customer reviews using data to demonstrate the value PencilPay is delivering and identify further opportunities.
Work closely with Sales and Partnerships to ensure a smooth handover from signed customer to successful, active customer.
Capture recurring customer feedback and work with Product and Development to influence product priorities and improve the customer experience.
Build the Customer Success operating rhythm, including onboarding processes, customer health scoring, review cadences, playbooks, reporting and escalation processes.
As PencilPay grows, help define how the Customer Success function should scale and ultimately contribute to building and leading the team.
Who we're looking for
You'll be someone who is:
Highly organised and process-driven.
Confident in picking up the phone and talking to clients.
Comfortable running Zoom meetings, training sessions and software demonstrations.




Naturally curious and good at asking questions before recommending a solution.
Comfortable learning software and understanding how different systems work together.
Commercially minded; you understand that great Customer Success should lead to greater product adoption, retention and growth.
Comfortable talking about invoices, payments, accounts receivable, reconciliation and basic accounting processes.
Able to take ownership and build processes rather than simply follow an existing playbook.
ERP experience will be highly regarded
We're particularly interested in applicants who have experience with Cin7 Core, MYOB Acumatica or NetSuite, either from an implementation/consulting perspective or as a user of these platforms within a business.
Experience with other ERP, inventory management, accounting, payments or similar business software platforms is also highly relevant.
You don't need to have been a Customer Success Manager before.
Someone coming from ERP implementation, bookkeeping, accounting software, finance operations, payments or software training could be an excellent fit.
How we'll measure success
Ultimately, success in this role means our customers are getting measurable value from PencilPay, and, as a result, they're staying with us, using more of the platform and processing more payments.
Your performance will be measured across a combination of:
Customer activation and time to first payment.
Customer engagement and product adoption.
Growth in payment volumes across your customer portfolio.
Customer retention and reduction in preventable churn.
Expansion of PencilPay usage within existing customers.
Successful activation of underutilised accounts.
Customer satisfaction and quality of relationships.
Effectiveness and scalability of the Customer Success processes you build.
This is a commercially accountable Customer Success role.
Your OTE will be linked to measurable customer and commercial outcomes, so when our customers get more value from PencilPay, you share in that success.
Where this role can go
This is an opportunity to join PencilPay at an key stage of our growth.
You'll be hands‐on with clients from the outset, but we're also looking for someone who can also help us build out the Customer Success function.
For the right person, there is an opportunity to grow into a leadership position and ultimately build and manage a Customer Success team.
#J-*****-Ljbffr

📌 Customer Success & Growth ManagerB Saas | Payments & Erp (Melbourne)
🏢 PencilOne
📍 Melbourne