Client Success Officer (12 months MTC)

Cuscal Limited; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working arrangements

IGNITE program

Wellbeing initiatives

Job summary

Cuscal Limited is seeking a Client Success Officer for a 12-month maximum term contract in Sydney. You will work with Client Partnership Managers to deliver exceptional service across onboarding, retention and offboarding, while coordinating governance and escalation support.

The role focuses on building strong client relationships, solving complex issues, and optimising client outcomes across Cuscal's payments products and services.

Qualifications

• Strong client and service focus.
• Excellent written and verbal communication skills.
• Experience supporting operational service delivery and solving client issues.
• Ability to manage competing priorities and meet deadlines.
• Proven relationship-building with clients and internal stakeholders.

Responsibilities

• Support Client Partnership Managers with onboarding, retention and offboarding.
• Act as an escalation point for operational and complex client queries.
• Coordinate client meetings, governance activities and Post Incident Report distribution.
• Support account planning, contract governance and compliance activities.
• Advocate for the client internally to help teams understand needs and priorities.
• Investigate complex client issues, perform root-cause analysis and drive corrective actions.
• Identify opportunities to improve processes, reduce risk and enhance client experiences.
• Build strong relationships with clients and internal stakeholders.
• Help clients maximise Cuscal's products and services.

Skills

Client focus

Communication

Problem solving

Relationship building

Organised

Collaboration

Stakeholder management

Job description

At Cuscal, our Commercial and Business teams are the backbone of our organisation. From supporting clients and driving growth to ensuring compliance, managing finances, and fostering a positive workplace culture, our people play a vital role in achieving our commercial objectives while staying true to our values.

If you're looking for a role where your skills and ideas make a real impact, join us to help shape the future of payments in Australia.

Job Description

This is initially a 12 months Maximun 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

Qualifications

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

Additional Information

Why Cuscal?

At Cuscal, you'll find a strong, successful company that's reimagining the future. And our team is right there at the heart of it all.

Here, you'll deliver or support interesting, ground-breaking work that has real impact on Australia's financial services sector and the millions of customers it serves. You'll innovate alongside skilled, smart, connected teams and build a fulfilling career that continues to grow.

You’ll also enjoy a range of benefits, including:

• Hybrid working arrangements that support flexibility and work-life balance.
• We celebrate success: Our IGNITE program recognises individual and team achievements.
• Wellbeing focus: We support your physical, mental and financial wellbeing through a range of initiatives and employee benefits.

If this role excites you, we'd love to explore your potential and vision for the future.

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

Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.

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