Customer Success Manager

Why join ezyCollect by Sidetrade

ezyCollect is part of Sidetrade, a global B2B SaaS leader in Order-to-Cash solutions, helping organisations accelerate cash flow through AI-powered automation and data-driven insights.

Founded in Australia, ezyCollect now operates as Sidetrade’s SMB and mid-market offering, with deep expertise in the Food & Beverage and Wholesale industries. The platform integrates with leading accounting and ERP systems including MYOB, Xero, NetSuite and SAP, automating the invoice-to-payment process and helping businesses get paid on time — every time.

Together, we manage billions in receivables for customers globally, reducing overdue invoices by an average of 43%. The acquisition brings together Sidetrade’s global scale and advanced technology with ezyCollect’s strong product, local market knowledge and customer relationships.

We are investing heavily in expansion across Australia, North America and Europe, creating new opportunities for our customers, our products, and our people. Today, the ezyCollect by Sidetrade team operates as part of a global organisation, combining international opportunity with real ownership, impact and a strong people-first culture.

Your Role as a Customer Success Manager 

At ezyCollect, real client success starts with people who care. We’re looking for a passionate Customer Success Manager who thrives on building trusted relationships, delivering exceptional onboarding experiences, and driving long-term customer outcomes.

As a CSM, you’ll be the primary owner of the customer journey from onboarding through the first 12 months post-activation, delivering a high-touch, “white glove” experience that boosts adoption, satisfaction, advocacy, and retention.

You’ll play a critical role in ensuring customers realise value early, deeply embed ezyCollect into their workflows, and become long-term champions of our platform.

This role is not sales-quota driven. Revenue expansion and upsells are owned by dedicated Account Managers, allowing you to focus on what you do best: customer success.


The Role 

Onboarding / Implementation 

• Deliver an outstanding onboarding experience that delights new ezyCollect clients.
• Own the successful setup and implementation of new clients.
• Project manage software implementation, coordinating with technology partners and internal/external stakeholders to ensure clients go live within expected timeframes.
• Become a product expert, keeping clients informed of new features and identifying opportunities for them to gain more value.
• Conduct training and refresher sessions to ensure clients understand how to get the most out of the platform.

Post-Activation Customer Success

• Own the post-activation success journey for customers through their first 12 months.
• Deliver a high-touch, “white glove” customer experience focused on:
  • Product adoption and utilisation
  • Time-to-value
  • Retention and long-term success
• Develop a deep understanding of each customer’s business goals and workflows.
• Run regular success check-ins and value-focused reviews to track outcomes and progress.
• Identify risks early and proactively manage churn through engagement, education, and support.
• Champion the voice of the customer internally, advocating for customer needs across Product, Tech, and Leadership teams.
• Work closely with Account Managers to ensure seamless handovers and alignment on customer opportunities, without owning revenue targets.

Support & Cross-Functional Collaboration

• Provide day-to-day 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.
• Champion the voice of the client by advocating their needs across departments.Collaborate closely with Sales, Account Management, Product, Engineering, and Marketing to deliver continuous customer value.

The Role Requirements

• Minimum of at least 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.
• Strong experience in onboarding, implementation, customer training, and lifecycle management.
• Comfortable managing large, diverse customer portfolios, including international clients.
• Proven ability to manage multiple priorities and high-velocity project cycles.
• Strong time management and organisational skills, with the ability to self-direct and prioritise effectively.
• Experience working cross-functionally with Sales, Product, Engineering, and Leadership teams.
• Proficiency with CRM tools (ideally HubSpot), Confluence, JIRA, and modern SaaS platforms.
• Experience or familiarity with accounting software (e.g. Xero, MYOB, NetSuite) or ERP systems are advantageous.
• Experience working with payment processors or service providers is highly desirable but not essential.  
• Flexibility to accommodate limited US / NZ / UK hours as required.

The Ideal Candidate 

• You have a strong, proven track record of driving client satisfaction, adoption, and retention.
• You are deeply customer-centric and consistently go above and beyond to deliver exceptional experiences and tangible business outcomes.
• You thrive in a service-oriented role where success is measured by customer outcomes, not sales targets.
• You’re committed to continuous learning and always seeking ways to improve.
• You are a confident, empathetic communicator who builds trust quickly.
• You take initiative, think proactively, and look beyond the task at hand.
• You are resilient, adaptable, and thrive in a fast-moving, evolving environment.
• You are not afraid of change; you embrace it!
• You bring energy, impact, and a positive attitude and give it your all, but have fun whilst doing so. 

Some of our benefits and perks:

• Flexible working arrangements
• Generous parental leave policy & other leave allowances (i.e. compassionate leave, bereavement leave, emergency leave, etc.)
• WFA policy
• Employee SWAG
• Annual L&D budget
• Active lunch breaks 
• Quarterly team celebrations & events 
• Monthly virtual games (Trivia, ezyQuizzy, charades, codenames, etc.)
• Access to interesting Lunch & Learns (only in Sydney)
• Having a large impact, a small team, and helping shape the future of ezyCollect by Sidetrade
• Being part of an international business, that rewards the right behaviours 
• Working with a product that customers love
• Clear career path, training, and coaching to help facilitate your career growth
• Insight/access into multiple facets of the business, giving a unique level of experience
• Fun and collaborative work environment
• Dedicated training and coaching to help facilitate your career growth
• Insight/access into multiple facets of the business, giving a unique level of experience
• Fun, collaborative and supportive work environment