Customer Success Manager

Shape how customers onboard at a fast growing Sydney SaaS. Harbour views, hybrid work, 3 or 4 day options and real room to grow.

- A close team led by a founder who cares about building great people as much as great software. You get real ownership from day one, a genuine say in how things are done, and colleagues who back your ideas and put them into practice
- Harbour views at Circular Quay, a gym in the building, hybrid with Fridays at home, and part time (3 or 4 day) considered for the right person
- You are the person people go to when they need something explained properly, and you would rather teach than talk at someone

About the company

You would be joining an Australian SaaS business that helps real estate, legal, accounting and financial services firms handle sensitive customer data. Identity verification, anti money laundering, compliance, secure storage and consent-based sharing all sit in one platform, and demand for it is solid.

About the role

You will own the customer relationship from the first onboarding session through to renewal and growth. That means getting new customers set up and confident on the platform, then keeping them engaged so they stay and use more of it. You will be in front of customers every day, from small firms through to enterprise teams.

Key responsibilities

You will

- Run the twice weekly onboarding sessions for new customers, then the follow up compliance sessions once they have onboarded their first few clients
- Turn the existing step by step guides and session scripts into short, pre-recorded, human-led training content




- Check in with customers onboarded in the past month to see how they are going, who needs extra training and who should join a session
- Run discovery conversations and learn how customers actually use the platform
- Lead training for larger enterprise clients when it is rolled out to their teams
- Review and improve the onboarding email sequence
- Own renewals, staying close to each customer well before the renewal date and working with sales to keep accounts on board
- Track how customers are using the platform, reach out when usage drops, and spot where they could get more from it so you can pass those upsell opportunities to sales
- Take customer feedback back to product and tech

What they are looking for

Personality matters more here than years on the CV. You are warm and confident, and you can run a discovery conversation without having every answer yet. You are curious and quick to pick up a new platform, and you like improving how things are done. Presenting to a room or a screen feels natural to you.

On the experience side, you will have:

- Time in a client facing role such as customer success, onboarding, implementation or account management
- SaaS experience (essential)
- Exposure to a startup or scale up, ideally working close to a founder
- A background in RegTech, FinTech, LegalTech, PropTech or financial services, which will help but is not a deal breaker

If you want to learn from founders who are close to every decision, pick up new tools, and put your own stamp on how customers experience a product, this role will give you that. Get in touch for a confidential chat.

📌 Customer Success Manager (Sydney)
🏢 Think u0026 Grow
📍 Sydney