We’re looking for a Customer Success Manager to own a portfolio of wirely.ai customers, helping operators realise value from the platform, adopt more of wirely.ai’s capabilities, renew and expand. You’ll build trusted relationships with operators and head-office stakeholders, while playing a key role in customer retention, growth and advocacy.

Based in our Sydney office, this role will work in a hybrid model with 3 days in the office each week and the remainder remotely. The role reports to the Head of Customer Success. This is a great opportunity for someone who understands hospitality from the inside — particularly clubs and pubs — and wants to help operators take their business to the next level through technology and AI.

About You

You’re a confident, customer-focused professional with solid communication skills and a natural ability to build trusted relationships. You’re commercially minded, organised and reliable, with the self-direction to manage your work and follow through on commitments.

You’ll bring a reconciliation background in hospitality, with a solid understanding of gaming operations. Our whole Customer Success team is ex-hospitality, so you’ll be working alongside people who know venues from the inside.

You’re comfortable working with both operational and finance stakeholders and can communicate effectively with different audiences. You bring sound commercial judgement, a collaborative approach and a genuine interest in understanding how businesses operate.

You’re curious and committed to continuous improvement, with the ability to learn quickly, take feedback and contribute to better ways of working. Most importantly, you’re focused on delivering strong customer outcomes and building relationships that create long-term value.

Key Responsibilities Include:

- Lead onboarding for new customers, coordinating setup, training and enablement to accelerate time-to-value and successful go-live.

- Train venue teams on daily reconciliation across POS, banking,



safe, gaming, TAB and Keno, and support accurate accounting journals into MYOB and Xero.

- Use wirely.ai’s AI tools and knowledge base day to day, and capture venue setup and reconciliation know-how so the whole team gets faster and we scale support without scaling headcount.

- Own a portfolio of wirely.ai customers end-to-end, maintaining strong relationships and a current view of account health, risks, opportunities and engagement.

- Run a consistent customer engagement cadence, proactively addressing risks and creating action plans for at-risk accounts.

- Drive adoption of wirely.ai’s platform and modules, helping customers understand and apply best-practice usage.

- Manage renewals across your portfolio, identifying risks early and executing save plans to support robust retention.

- Identify and progress expansion opportunities by understanding customer needs and connecting them with relevant wirely.ai capabilities.

- Capture customer feedback, insights and product opportunities and share them with Product and CS leadership.

- Identify opportunities for customer advocacy, including reference and case study candidates.

What we are looking for:

- Relevant hospitality experience, ideally across clubs, RSLs, pubs, hotels or multi-venue operations.

- Confident using AI tools, or keen to learn quickly, as a core part of how you work.

- SaaS Customer Success or Account Management experience is a plus.

- Strong customer-facing communication skills, with the ability to build trusted relationships.

- Commercial judgement and confidence managing renewals,



identifying expansion opportunities and navigating commercial conversations.

- Strong ownership and accountability, with the ability to manage a portfolio proactively from onboarding through to renewal.

- Highly organised, self-directed and reliable, with the discipline to manage multiple accounts, priorities and follow-ups.

- Experience using CRM and/or Customer Success platforms and the ability to use data and account health information to prioritise activity is preferred.

- Collaborative approach, with the ability to work effectively across different teams.

- A continuous improvement mindset, with the curiosity to learn, share insights and contribute to better customer success practices.

Highly regarded: Hospitality cash reconciliation experience and a keen interest in AI.

About Us

wirely.ai is the agentic operating platform for hospitality — an integrated system that automates the operational and financial work of running venues, returning time, money and peace of mind to owners and operators.

Our vision is to become the agentic AI operating platform that runs hospitality's financial and operational backbone.

Built for hospitality by hospitality, we deploy AI agents that handle the financial and operational work venues do today — giving owners and operators more profit, less waste and greater control.

We're building a business that moves quickly, thinks intelligently and stays close to our customers. Our values guide how we work:

- Simple - we make running a complex operation feel effortless

- Honest - we’re straight with our customers, our team and ourselves

- Intelligent - we orchestrate AI agents across our work and our product, compounding leverage for our customers.

- Fast - we move quickly so our customers can too.

- Curious - we chase what’s next to stay ahead.

If you know hospitality from the inside and want to help operators run better venues, we’d love to hear from you.

📌 Customer Success Manager (Sydney)
🏢 Wirely
📍 Sydney