Client Success Officer (12 months MTC)

CO001 Cuscal Limited; Australia; On-site; AUD 70,000 - 90,000; Part time

Job summary

Cuscal is seeking a Client Success Officer (12 months MTC) to work with our Client Partnership Managers and clients, ensuring exceptional service and strong relationships across onboarding, retention and offboarding.

You'll coordinate client governance, assist with account planning and contract governance, and act as the voice of the client to internal teams, helping to resolve complex issues and improve processes for better client outcomes.

Qualifications

• Experience in client or customer support with a passion for service.
• Excellent written and verbal communication across different levels of an organisation.
• Ability to manage competing priorities and meet deadlines.

Responsibilities

• Support Client Partnership Managers with onboarding, retention and offboarding.
• Escalate operational and complex client queries.
• Coordinate client governance meetings and Post Incident Report distribution.
• Support account planning, contract governance and compliance activities.
• Advocate for the voice of the client internally to align priorities.
• Investigate client issues and lead root-cause analysis and corrective actions.
• Identify opportunities to improve operational processes, reduce risk and improve client experiences.
• Build strong relationships with clients and internal stakeholders.

Skills

Client focus

Customer support

Written & verbal communication

Operational service delivery

Problem solving

Time management

Relationship building

Job description

Forward with Cuscal Ever tapped your phone to buy a morning coffee, or made a purchase from your favourite online store? Chances are, we’ve made it happen. At Cuscal, we’ve been at the forefront of payments innovation for 60 years, enabling seamless, secure solutions that millions of Australians rely on every day. From launching Australia’s first ATM to being the first certified Australian fast payments Payer and Initiator in 2022, we’ve always pushed boundaries — and we’re not stopping now. That’s why we’re looking for a Client Success Officer (12 months MTC) to join our team and help shape the future of payments. Join us. Forward with Cuscal.

Your Opportunity

This is initially a 12 months Maximum Term Contract

As a Client Success Officer, you'll work closely with our Client Partnership Managers and clients to deliver exceptional service and ensure our clients feel supported throughout their relationship with Cuscal.

You’ll make an impact by:

• Supporting Client Partnership Managers with day-to-day client servicing across onboarding, retention and offboarding
• Acting as an escalation point for operational and more complex client queries
• Co-ordinating client operational meetings, governance activities and Post Incident Report distribution
• Supporting account planning, contract governance and compliance activities
• Acting as the voice of the client internally, helping teams understand client needs and priorities
• Working across Cuscal to investigate complex client issues, support root-cause analysis and see corrective actions through to resolution
• Identifying opportunities to improve operational processes, reduce risk and create better client experiences
• Building strong relationships with clients and internal stakeholders
• Helping clients get the most from Cuscal's products and services

What You’ll Bring

You're someone who genuinely enjoys helping people and finding solutions. You're organised, collaborative and you're comfortable bringing different stakeholders together to work through complex problems.

To succeed in this role, you’ll bring:

• A strong client and service focus
• Background in client or customer support with a passion for providing a great service
• Excellent written and verbal communication skills with the confidence to communicate across different levels of an organisation
• Experience supporting operational service delivery and solving client or customer issues
• Strong problem-solving skills and attention to detail
• The ability to manage competing priorities and meet deadlines
• Confidence building relationships with clients and internal stakeholders

Join us and reimagine the future

If you’re excited to join a company that’s shaping the future of how Australia moves money, we’d love to hear from you.

Applications close 2027-11-01

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process.

We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.

Moving Payments Forward. Together.

Cuscal is a payments and regulated data services provider in Australia. Since 1966, we have enabled Australian banks, mutuals, corporates and fintechs to better serve and connect with their customers through the implementation of innovative technology solutions.

Our vision To transform the future of how money moves and how Australia does business.

Our mission We partner with forward-thinking businesses to deliver innovative and secure payment solutions that drive growth in the economy.

Our purpose To enable competition and power progress, one transaction at a time.