Client Success Specialist - Onboarding & Retention

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

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.