Customer Success Manager

Weel; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Birthday leave

Training budget

Pet-friendly offices

Hybrid work model

Job summary

Weel is seeking a Customer Success Manager to lead a portfolio of mid-market customers, partnering with Finance and Operations leaders to modernise how they manage company spend. You’ll guide onboarding, drive adoption, and identify growth opportunities while shaping CS playbooks and processes as the team scales.

You will collaborate with Sales, Product, Marketing, and Support to deliver a seamless end-to-end experience, building trusted relationships and measurable outcomes for customers.

Qualifications

• Experience managing SMB or mid-market customers in a B2B SaaS environment.
• Ability to drive onboarding, adoption and expansion across customer portfolios.
• Strong communication and workshop facilitation skills.

Responsibilities

• Onboarding & Implementation: partner with new customers to ensure a smooth rollout of Weel, build tailored onboarding plans, train teams, and set up for early success.
• Customer Health & Adoption: stay close to customers post-implementation to drive adoption, identify workflow improvements, and embed Weel deeper into operations using AI where appropriate.
• Regular Business & Health Reviews: conduct structured reviews to measure ROI, share insights, and shape future goals.
• Expansion & Growth: develop proactive expansion plans by identifying new departments, use cases, or features delivering additional value.
• Advocacy & Storytelling: cultivate customer advocacy through testimonials, case studies, and event participation.
• Cross-Functional Collaboration: work with Sales, Product, Marketing, and Support to relay feedback and influence roadmap priorities.

Skills

B2B SaaS

Mid-market

Relationship building

Job description

Weel (Previously DiviPay) is Australia’s #1 virtual corporate card and expense management platform.

We’re on a mission to make spend management smarter, simpler, and a little more fun. Our platform gives finance teams real-time visibility and control over company spend - from smart corporate cards to automated accounts payable and effortless expense management - all in one place.

We’re growing fast across Australia (and recently launched in New Zealand), helping thousands of organisations, from purpose driven not-for-profits to ambitious mid-market companies, streamline their finances. Along the way, we’re lucky to have partnered with incredible brands like Petbarn, Yo-Chi, OzHarvest, and The Cowboys.

Backed by a successful $20M Series A raise, we’re investing heavily in what matters most: strengthening our product and building a team of exceptionally talented people who are passionate about changing the way businesses manage spend.

Our impact so far:

4.8/5 rating on the Xero App Store

60,000+ active cardholders across Australia (and growing)

Proud supporter of the Australian team at the 2024 Paris Paralympic Games

Best Card Provider of the Year – Finder Awards

Top 10 Tech Innovator – Australian Financial Review

Platform of the Year, Best for Value, Best for Quality – WeMoney Awards

$1.5B+ in spend managed, powering finance teams across every industry

Your Impact

As a Customer Success Manager at Weel, you'll own a portfolio of mid-market customers, partnering with Finance and Operations leaders to help them modernise how they manage company spend.

From onboarding through to expansion, you'll be responsible for ensuring customers achieve meaningful outcomes and realise ongoing value from Weel. You'll become a trusted advisor to your customers - guiding implementation, driving adoption, identifying opportunities for growth, and helping them unlock the full potential of the platform.

We're still early in our Customer Success journey, which means you'll have the opportunity to help shape how we work. You'll contribute to the playbooks, processes, and customer engagement strategies that define Customer Success at Weel as we continue to scale.

This is a high-impact role that combines relationship building, commercial thinking, and a genuine passion for helping customers succeed.

What You’ll Do

Onboarding & Implementation - Partner with new customers to ensure a smooth rollout of Weel. Build tailored onboarding plans, train teams, and set them up for early success.

Customer Health & Adoption – Stay close to customers post-implementation to drive further adoption. Spot opportunities to improve workflows, automate processes, and embed Weel deeper into their operations. Leverage AI and modern tooling where it makes sense.

Regular Business & Health Reviews - Run structured check-ins and reviews to measure ROI, share insights, and shape future goals.

Expansion & Growth - Develop proactive expansion plans by identifying new departments, use cases, or features that deliver additional value.

Advocacy & Storytelling - Champion your customers internally and help turn success stories into external advocacy - from testimonials and case studies to event participation.

Cross-Functional Collaboration - Work closely with Sales, Product, Marketing, and Support to share feedback, influence roadmap priorities, and deliver an exceptional end-to-end customer experience.

What does success look like

Success in this role means making every Weel customer feel like a true partner - supported, valued, and confident in how they manage spend.

You’ll know you’re thriving when:

Customers are achieving measurable outcomes and expanding their use of Weel.

Retention and NRR across your portfolio are consistently strong.

Business reviews lead to new opportunities and deeper relationships.

Customers advocate for Weel through referrals, testimonials, or community engagement.

Feedback from your accounts helps shape product and strategy decisions.

AI and technology is used thoughtfully to scale your impact, allowing you to deliver a highly personalised experience across a growing customer portfolio.

About You

You’re a relationship builder and a problem solver, with a genuine passion for helping customers succeed. You combine curiosity with commercial instinct and can move seamlessly between hands-on support and high-level strategic conversations.

You’ve managed SMB or mid-market customers in a B2B SaaS environment.

You love understanding business challenges and connecting them to practical solutions.

You’re commercially savvy - you can spot growth opportunities and work collaboratively to turn them into tangible outcomes.

You're always looking for ways to get better - whether it's refining a process, leveraging AI, learning a new tool, or discovering smarter ways to help customers and your team succeed. You see technology as an enabler, using it to automate repetitive work, uncover insights, and create more time for meaningful customer engagement.

You are a confident and strong communicator. You enjoy running workshops, reviews, and executive conversations.

You can use data and insights to measure success and guide decisions.

You partner closely with internal teams and champion the customer across the business.

Our growing list of Weel perks:

With the rapid development of AI, we have invested heavily in experimentation to find what tools work for us. Every individual is provided subscriptions to leading agentic coding agents and is encouraged to try new tools regularly.

Birthday leave and a budget to celebrate you!

Team events and bonding budgets

We offer a progressive parental leave policy

Wellness leave (no need to throw a "sickie" - your mental well-being is just as important as your physical health)

Study leave and a dedicated professional training budget

Access to our Uprise Employee Assistance Program

Pet-friendly offices

We operate in a hybrid environment, with three days per week based in our central Sydney CBD office. From bottomless mugs of free coffee and puppy picnics to regular social and recreational events, there’s something for everyone. We offer plenty of flexibility to support a healthy work-life balance.

We're better together

At Weel, we’re committed to fostering a genuinely inclusive and equitable workplace that promotes and values diversity: a place where everyone can bring their authentic, whole selves to work.

We celebrate uniqueness and diversity of experiences because we know that bringing together different points of view is our strength.