Customer Success Manager

Customer Success Manager

Direct message the job poster from Paytime

Paytime is an innovative HR Fintech start-up providing Earned Wage Access (EWA) solutions across Australia. We partner with organizations to give their employees greater financial flexibility by accessing their earned wages when they need them, along with a comprehensive suite of Finanical Wellbeing tools.

Our clients include renowned Aussie brands like Beyond Bank, McGrath Estate Agents, Supabarn, Randstad, Toyota and Lexus motor dealerships and several others. Paytime is backed by an international investment fund.

About Paytime

Paytime is an innovative HR Fintech start-up providing Earned Wage Access (EWA) solutions across Australia. We partner with organizations to give their employees greater financial flexibility by accessing their earned wages when they need them, along with a comprehensive suite of Finanical Wellbeing tools.

Our clients include renowned Aussie brands like Beyond Bank, McGrath Estate Agents, Supabarn, Randstad, Toyota and Lexus motor dealerships and several others. Paytime is backed by an international investment fund.

The Role

We're looking for a driven and versatile Customer Success Lead to spearhead new customer implementations and maximize the success of existing customer relationships. This is a hands-on role that requires someone comfortable executing the work independently at first, with a view to scaling processes and building & leading the team as the business grows.

The ideal candidate will bring a strong foundation in customer success from a SaaS or HR tech business, combined with a commercial mindset andstrong attention to the detail.

As a Customer Success Manager (based in Sydney), you will ensure customers derive maximum value from the Paytime solution while actively driving revenue growth through increased user onboardings. You will onboard new clients and foster strong relationships with existing clients.

Key Responsibilities

• Customer Onboarding: Lead end-to-end onboarding and implementation for new customers.
• Initial Customer Engagement: Build strong relationships with new clients, understanding their needs and setting them up for success.
• Customer Success: Design and execute customer success strategies that drive value, adoption, and satisfaction.
• Create and manage customer communication strategies for launches, updates, and ongoing engagement.
• Monitor Customer Health: Assess customer usage and satisfaction, proactively addressing new user onboardings.
• Enhance Customer Experience: Deliver a consistently excellent experience and act on customer feedback to drive improvements.
• Operational Efficiency: Manage multiple customer accounts with strong organisational skills, meeting deadlines and commitments.
• Customer Support: Provide prompt and high-quality support for customer queries and issues.
• Collaborate with Internal Team Members: Work with the technology, sales and marketing team to resolve issues and ensure customer satisfaction.
• Continuous Learning: Stay updated on the HR industry trends, customer success best practices and emerging technologies that will help streamline your role.
• Innovation and Improvement: Contribute to refining customer success processes and propose innovative solutions.

About You

• 2 to 4 years of experience in Customer Success and Support roles in a SaaS environment.
• Proven track record of managing customer relationships and onboarding new clients in a SaaS environment.
• Solid understanding of SaaS products and technical integrations between systems.
• Strong interpersonal and communication skills — you enjoy building relationships and advocating for customers.
• Highly organized with excellent project management abilities.
• Analytical and resourceful problem-solver.
• Comfortable working autonomously while contributing to broader team goals.

What We Offer

• Opportunity to shape customer success operations in a growing fintech company
• Collaborative work environment with a focus on innovation
• Professional development opportunities
• Competitive salary package with potential to get ESOP, plus bonus
• Chance to make a real impact on people's financial wellbeing
• Hybrid working arrangement (3 days in the office - Sydney CBD, 2 days from home)

Why Join Paytime?

• Be part of a young growing start-up revolutionising the way people are paid.
• Work with a passionate, collaborative team dedicated to customer success.
• Opportunities for professional growth and continuous learning.
• Competitive salary and performance-based incentives.

You'll be joining a company that is passionate about making a difference in people's lives while working with cutting-edge technology in the financial services/payments/HR sector.

If you're passionate about customer success and technology, we'd love to hear from you

To apply, please send your resume and a covering letter explaining why you'd be a great fit for this role at Paytime.

Note:

Please upload your CV and Covering Letter in your application. We will not consider applications without a Covering Letter, as your story and motivation is important to us.

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time
• IndustriesHuman Resources Services

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