Strategic Premium Enterprise CS Specialist

Equifax, Inc.; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Friday flexibility

In-office collaboration 4 days a week

Job summary

Equifax, Inc. in Sydney, Australia, is seeking a Customer Success Specialist - Premium Accounts to nurture strategic relationships with premium clients, optimise product usage, and safeguard base revenue across our financial services solutions.

You will lead high-impact account reviews, collaborate with cross-functional teams, and drive adoption to power client outcomes while maintaining strong run-rate retention and CSAT/NPS metrics.

Qualifications

• 3+ years of experience in account management, customer success, or client service roles.
• Tertiary qualification in business, commerce, finance, or a related discipline.
• Demonstrated experience handling complex billing tasks, including raising credits/debits in billing systems (e.g., ARTAD).
• Proven track record of managing enterprise clients and conducting formal business review meetings.
• Experience tracking and driving client performance metrics (e.g., NPS, CSAT, run-rate retention).
• Experience delivering structured end-user software or platform training sessions.

Responsibilities

• Manage and service a dedicated portfolio of premium customer accounts independently.
• Lead monthly customer review meetings with key external business stakeholders.
• Monitor and improve customer touchpoints, including CSAT, NPS, and incident resolution.
• Identify usage patterns to qualify growth and cross-sell opportunities across Equifax product lines.
• Guide clients through product optimisations, migrations, and operational process reviews.
• Facilitate client training sessions to drive adoption and stimulate product usage.
• Collaborate with Business Development Managers and Account Managers to support revenue retention.
• Resolve complex customer queries, billing issues, and ARTAD credit/debit adjustments.
• Partner with Finance, IT, Product, and Operations teams to execute customer success strategies.
• Track and report operational performance metrics, customer success stories, and risk insights.

Skills

Account management

Customer success

Client service

Billing and credits (ARTAD)

Business review meetings

Education

Bachelor’s degree in business/finance

Tools

Salesforce

Job description

Equifax, Inc. in Sydney, Australia, is seeking a Customer Success Specialist - Premium Accounts to nurture strategic relationships with premium clients, optimise product usage, and safeguard base revenue across our financial services solutions.

You will lead high-impact account reviews, collaborate with cross-functional teams, and drive adoption to power client outcomes while maintaining strong run-rate retention and CSAT/NPS metrics.