Customer Success Manager

About us

Founded in Sydney in 2014, ezyCollect by Sidetrade is Australia's leading Order-to-Cash platform for small and mid-sized businesses. We automate credit management, collections, and payments - taking the manual work out of getting paid. Our 1,100+ customers manage A$19 billion in receivables through the platform, typically cutting late payments by 40% and bad debt by 80% within three months.

Now part of global AI leader Sidetrade, we're scaling our reach across three continents - bringing enterprise-grade technology to the mid-market while staying true to our Sydney roots. Australian innovation. Global ambition.

Why this role exists

As we've grown from a niche workflows and payments platform to a comprehensive Order-to-Cash solution serving 1,300+ customers, our CS function has had to scale alongside the business. 

This role is pivotal in delivering a proactive, white-glove service to our top 25-30% of customers by MRR - the accounts that drive the business and deserve strategic partnership. You'll focus on our highest-value customers (typically >$500 MRR), ensuring they adopt deeply, renew confidently, and become long-term champions of the platform.

This isn't a sales-quota role. Revenue expansion and upsells are owned by dedicated Account Managers. Your job is customer success - adoption, retention, and building trusted relationships that last. Flexibility to accommodate limited US/NZ/UK hours as required is a must.

Your team

You'll join a core Customer Success team based in Sydney, working alongside three other CSMs. The team is tight-knit, authentic, and refreshingly flat - you can genuinely be yourself and feel comfortable in your own skin.

You'll collaborate daily with Product, Sales, Finance, Payment Operations, and Leadership. The culture is open and transparent - no micromanaging, just honesty, accountability, and mutual support. The entire CSM team will be involved in onboarding you, and everyone makes time to help new hires succeed.

Over the next 12 months, the team will grow by at least two additional headcount, creating genuine opportunities for existing team members to take on more responsibility and expand their careers.

What you'll be doing

Own the white-glove customer journey. You'll manage a portfolio of approximately 150 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.

What you'll bring

You have 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. You're comfortable managing large, diverse customer portfolios, including international clients, and have strong experience in onboarding, implementation, customer training, and lifecycle management.

You have commercial maturity. You can hold confident, empathetic conversations with C-suite executives - CFOs, Financial Controllers, business owners - and build trust quickly. You understand how businesses work, what drives their decisions, and how to position ezyCollect as a strategic partner, not just a vendor.

You're honest, adaptable, and resilient. These are our non-negotiables. You value integrity, take ownership of your actions, and don't shy away from challenges. You're comfortable with ambiguity, change, and high-velocity project cycles. You take initiative, think proactively, and look beyond the task at hand.

You're deeply customer-centric and service-oriented. You consistently go above and beyond to deliver exceptional experiences and tangible business outcomes. Success for you is measured by customer retention, adoption, and satisfaction - not sales targets. You bring energy, impact, and a positive attitude, and you have fun while doing it.

You're organised and self-directed. You can manage multiple priorities, juggle competing demands, and maintain strong time management without constant oversight. You're proficient with CRM tools (ideally HubSpot), Confluence, JIRA, and modern SaaS platforms.

Bonus points for experience or familiarity with accounting software (Xero, MYOB, NetSuite) or ERP systems, and experience working with payment processors or service providers. 

Our CS stack

• CRM & Success Platform: HubSpot for account management, pipeline tracking, and customer touchpoints
• Support & Communication: Intercom for customer messaging, helpdesk ticketing, and support
• Collaboration: Confluence for knowledge management, JIRA for project tracking and escalations
• Enablement: Custom dashboards, onboarding SOPs, and CS enablement resources

Why join now?

Real exposure to how businesses work. This isn't a siloed role. You'll be exposed to finance, operations, strategy, and the realities of running a business. That exposure opens your mind, sharpens your commercial acumen, and gives you insights you can apply across your entire career. You'll influence strategic decisions across different departments and genuinely shape customer outcomes.

Growth opportunities. As the team grows and we expand into new markets (including the US), there will be genuine opportunities to take on more responsibility, mentor others, and shape how CS operates at scale. High performers who meet or exceed expectations will have pathways to leadership and strategic accounts.

Work with a leadership team that values honesty and integrity. No micromanaging. Just trust, accountability, and mutual respect. You'll work with leaders who value people who take ownership, are adaptable, and bring resilience to the role. If you're honest about challenges, take responsibility for your work, and embrace change, you'll thrive here.

Be part of something stable and scaling. We're profitable, backed by Sidetrade, and serving 1,100+ customers with A$19B under management. You're not joining a startup scrambling for product-market fit - you're joining a company that's proven and scaling deliberately.

What we offer

Competitive OTE: Base salary + commission structure with realistic targets and achievable OTE with strong upside for high performers.

Work that fits your life: Hybrid working (3 days in office), work-from-anywhere policy, generous parental leave, and flexible leave when life happens.

Level up your skills: Annual training budget, dedicated coaching, and exposure to multiple facets of the business (sales, CS, product) that accelerates your growth.

Modern workspace: 24/7 access to our WeWork office on Pitt Street with on-site barista and bar, plus optional active lunch breaks, meditation, and yoga sessions.

Connect and recharge: Quarterly team social events, monthly virtual entertainment, and a collaborative culture that rewards the right behaviours.

Additional perks: Employee referral bonuses and the chance to work with a product customers genuinely love