Customer Success Manager

Overview

Customer Success Manager (Business Performance Partner) at Visory. Visory empowers SMEs by connecting them with experts to supercharge their back office. Visory blends a platform, a dedicated team of experts, and actionable business insights to transform how businesses manage financial performance. The company aims to disrupt the industry with a digital-first finance solution that combines AI and human expertise. Visory is building the "Uber for Bookkeeping"—a platform that merges human expertise with automation, including proprietary AI agent Delphi, to deliver financial services at scale. Since 2020, Visory has been a fast-growing startup committed to reshaping how SMEs manage their financial operations.

About the Role

The Customer Success Manager, known as a Business Performance Partner internally, is the primary and consistent point of contact for their assigned customer group. Their role ensures the customer's financial back-office runs smoothly while unlocking long-term value from Visory's services. They guide customers through onboarding, manage ongoing service delivery, resolve major issues, and proactively engage clients with insights and advice to improve retention and renewal outcomes. They also serve as a strategic adviser to help customers maximise use of Visory's platform and expert services and to identify opportunities for growth and operational improvement.

About You

You want to work at a company looking to disrupt an industry that is set in its ways. You desire a fast-paced environment, enjoy challenging yourself, and seek growth. You thrive in client-facing roles and prefer engaging with customers to drive business improvement rather than being in a back-office role. You have experience in client relationship management and are eager to deepen your expertise in this area. You excel at problem-solving, are highly collaborative, and can translate financial insights into actionable strategies that help SMEs thrive. You are passionate about customer success, strategic financial advisory, and leveraging technology-driven solutions to create efficiencies for businesses.

Key Workflow Responsibilities

Customer Relationship & Account Health

• Serve as the primary relationship owner for a portfolio of Visory customers.
• Identify opportunities for service expansion and upsell opportunities within the customer's financial back-office needs.
• Serve as a customer advocate, providing insights and feedback to internal teams to enhance services and automation capabilities.

Onboarding & Change Management

• Oversee customer onboarding, ensuring a smooth transition to Visory's services.
• Guide customers through training, communications, and change management, setting them up for long-term success.

Service Quality & Issue Resolution

• Be accountable for overall account health, ensuring that service quality standards are met.
• Act as an escalation point for major customer issues, coordinating with Quality Reviewers and Marketplace Experts to resolve challenges.

Deliver Insights Product

• Lead a structured and regular meeting cadence with customers to provide insights and advice that supports the customers to achieve their business goals.
• Utilise financial data to help customers improve operations and drive business performance.

Process Improvement & Automation Feedback

• Provide structured feedback to the Product Team to enhance workflow automation and AI-powered quality checks.
• Champion adoption of Visory's platform, ensuring customers maximise their use of technology-driven automation.

Core Competencies

• Customer-Centric: Strong ability to build trusted relationships and advocate for customer needs.
• Strategic Thinking: Ability to see the bigger picture and advise customers on financial back-office efficiencies.
• Collaboration & Influence: Works cross-functionally with internal teams to drive positive customer outcomes.
• Problem-Solving & Initiative: Proactively identifies issues and takes ownership of solutions.
• Process-Oriented: Comfortable working within structured workflows and guiding process improvements.
• Strong Communication: Excellent written and verbal communication skills, able to convey complex ideas clearly.

Skills & Qualifications

• Experience in customer-facing roles, such as Customer Success, Account Management, Business Advisory, Virtual CFO, or Public Practice Accounting.
• Solid understanding of business operations, bookkeeping, or back-office finance workflows is a plus.
• Around: strong communicator who can make complex financial concepts approachable for business owners.
• Ability to analyse data and translate insights into action plans for customers.
• Proficiency in digital tooling and workflow platforms, including market software, and the ability to use and improve the core Visory platform, as well as CRM tools (e.g., HubSpot, Salesforce).
• Change management experience, particularly in helping SMEs transition to new service models.
• Accounting degree and CA/CPA qualification is highly desirable but not essential.
• Bonus: experience in startups or running your own business; we value energy, hunger, humility and intelligence.

Why Join Visory?

• Be part of a high-growth, tech-enabled financial services company reshaping how SMEs manage their back-office. We embrace a hybrid working culture with in-office collaboration and remote work flexibility.
• Advance your career in a customer-focused, strategic role with direct impact on business growth and retention.
• Collaborate with a team of experts in finance, product & automation, and customer success.
• Career progression opportunities as Visory scales and expands into new markets.

Next Steps

If you're passionate about helping SMEs unlock the full potential of their financial back-office and want to be at the heart of a growing business, apply today

Department: Business Performance | Role: Business Performance Partner | Locations: Brisbane, Melbourne | Remote status: Hybrid | Employment type: Full-time

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