Customer Success Manager

The Onset Group; Melbourne; On-site; AUD 85,000 - 120,000; Full time

Job summary

The Onset Group in Melbourne is seeking a Customer Success Manager to own a portfolio of fintech partners from launch through renewal. You will build trusted relationships with Business Managers and Finance teams and lead onboarding, adoption plans and ongoing partner engagement.

You’ll collaborate with a dedicated Support Team to focus on relationships and results, while shaping partner success processes as the function evolves. Hybrid work from Melbourne with travel as needed.

Qualifications

• At least three years of experience in account management or customer success.
• Experience owning retention, renewal or growth targets.
• Comfortable talking with senior stakeholders and guiding customers through change.

Responsibilities

• Lead onboarding, coordinating system setup and staff training.
• Build tailored communication and marketing plans to increase adoption.
• Identify account growth, upgrade and upsell opportunities, working with the Regional Manager.
• Own renewals, regular check-ins and annual partner reviews.
• Monitor account health, address risks early and share partner feedback with internal teams.
• Visit partners regularly and represent the business at partner and industry events.

Skills

Account management

Customer success

Communication

CRM

Stakeholder management

Growth & retention

Tools

CRM

Job description

• Own partnerships across onboarding, growth and retention
• Car required

CustomerSuccess Manager

• High growth fintech
• Own partnerships across onboarding, growth and retention
• Car required

Enjoy building relationships, spotting opportunities and helping customers get more value from a partnership?

We’re working with a growing Australian fintech business that already has an impressive track record locally and overseas. Picture yourself as a Partner Success Manager in their Melbourne team, supporting their next stage of growth.

The Opportunity

You’ll own a portfolio of partners from launch through to renewal, building trusted relationships with Business Managers, Finance teams and other leaders.

Working alongside the Regional Manager, you’ll help new partners get off to a strong start, grow adoption within existing accounts and keep partners engaged for the long term.

A dedicated Support Team handles day-to-day family queries, giving you time to focus on relationships and results. You’ll also have the opportunity to help shape partner success processes as the function evolves.

What You’ll Be Doing

Your role will focus on three key areas: launch, grow and retain. You’ll:

• Lead onboarding, agreeing launch goals, coordinating system setup and supporting staff training and communications.
• Build tailored communication and marketing plans to increase adoption.
• Identify account growth, upgrade and upsell opportunities, working closely with the Regional Manager.
• Own renewals, regular check-ins and annual partner reviews.
• Monitor account health, address risks early and share partner feedback with internal teams.
• Visit partners regularly and represent the business at partner and industry events.

About You

You bring at least three years of experience in account management or customer success, ideally with ownership of retention, renewal or growth targets. You’re someone who earns trust, stays organised and follows through. You’re comfortable talking with senior stakeholders, guiding customers through change and balancing several accounts and launches at once.

You’ll also bring:

• A commercial mindset and the ability to turn opportunities into results.
• Strong written and verbal communication.
• Attention to detail and good CRM habits.
• Initiative and confidence working in an evolving business.
• A Melbourne or surrounding-area base and willingness to travel regularly.
• Experience in payments, fintech or SaaS would be a bonus.

You’ll have flexibility to work from home, while also gaining exposure to the executive team.