Manager of Customer Success (Saas)

Salt; Australia; Hybrid; AUD 145,000 - 160,000; Full time

Benefits offered by this job

Hybrid working environment

High-performing, values-driven team

Initial 12-month contract with potential for permanency

Job summary

A leading global Fintech company is seeking a Senior Manager for Customer Success, focusing on retention strategies and customer satisfaction. This pivotal role requires a minimum of 3 years in a SaaS environment and offers a hybrid working arrangement. Join a high-performing team dedicated to driving innovation for small to medium enterprises in a flexible contract with potential for permanent placement.

Qualifications

• Experience in SaaS industry, particularly in customer strategy roles.
• Minimum 3 years in customer strategy, journey mapping, or experience design.
• Strong strategic acumen and stakeholder influence skills.

Responsibilities

• Design and execute customer retention programs combining digital and human-led experiences.
• Build strong, trust-based customer relationships to foster loyalty.
• Collaborate across departments to ensure value-driven customer journeys.

Skills

Customer Retention Strategies

Customer Relationship Management

Stakeholder Management

Operational Excellence

Education

Tertiary qualifications in a relevant discipline

Job description

3 days ago Be among the first 25 applicants

This range is provided by Salt. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Director of Sales, HR, Finance & Business Operations

Senior Manager – Customer Success (SaaS)

Global Fintech Leader | High-Impact Strategic Role

12-Month Contract with Strong Potential for Extension | Hybrid Work Environment | Sydney-Based

Are you a strategic customer success leader with a proven track record in SaaS? This is your opportunity to step into a key role with a global Fintech organisation that’s revolutionising how small to medium businesses operate.

Backed by award-winning SaaS products and continued growth across the APAC region, this company is expanding their Sydney-based Customer Success team. Reporting directly to the Head of Customer Success APAC, you’ll lead the design and execution of high-impact customer strategies to drive retention, loyalty and advocacy.

Key Responsibilities:

• Design and execute customer retention programs that combine digital solutions and human-led experiences.
• Build strong, trust-based customer relationships that foster long-term loyalty and increase brand advocacy.
• Optimise and scale existing programs to drive ecosystem growth, retention, and lead generation.
• Leverage AI, data insights, and predictive modelling to proactively reduce churn and identify growth opportunities.
• Collaborate across Sales, Product, Marketing, Analytics, and Data Science to ensure seamless, value-driven customer journeys.
• Drive a culture of experimentation, testing new initiatives and quantifying their business impact before market rollout.
• Work closely with Customer Experience Design to develop and implement detailed journey maps, execution playbooks, and success metrics.

What You Bring:

• SaaS industry experience in a similar senior customer success or retention strategy role.
• Minimum 3 years of experience in customer strategy, journey mapping or experience design.
• A commercially-minded leader who consistently exceeds retention and revenue goals.
• Strong strategic acumen with the ability to align customer success initiatives to broader business goals.
• A passion for operational excellence—you’re hands-on, process-driven, and solution-oriented.
• Exceptional stakeholder management and influence skills across cross-functional teams.
• Tertiary qualifications in a relevant discipline or equivalent practical experience.

Why Join?

• Hybrid working – balance flexibility with collaboration
• Work in a high-performing, values-driven team
• Initial 12-month contract with genuine potential to convert to permanent (competitive salary $180K + super)
• Be part of a trusted global Fintech brand making a real difference for SMEs

Ready to make your next move?

Click Apply Now or contact Toni on 0429 841 882 for a confidential conversation.

Applications are being reviewed regularly – don’t miss out on this rare opportunity to make a real impact!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Strategy/Planning, and Project Management

• Industries

  Software Development and Internet Marketplace Platforms

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