Customer Success Manager

Overview

The Customer Success Manager, known as a Business Performance Partner internally, is the key and consistent point of contact for their assigned customer group, ensuring their financial back-office runs smoothly while unlocking long-term value from Visory's services.

The Business Performance Partner is accountable for guiding customers through onboarding, managing ongoing service delivery, resolving major issues, and proactively engaging clients with insights and advice to improve retention and renewal outcomes. The role serves as a strategic adviser, helping customers maximise their use of Visory's platform and expert services while identifying 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 want to move quickly, challenge yourself, and grow. You thrive in client-facing roles and prefer engaging with customers to help drive their business improvement rather than being buried in a back-office role. You have experience in client relationship management and are eager to deepen your expertise in this area. You excel in 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 and objectives.
  • 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.
• Amazing communicator who can get cut through with business owners by making complex financial concept approachable.
• 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: Startup experience or having run 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 a blend of in-office collaboration and remote work flexibility to support productivity and work-life balance.
• Turbo charge your career by working in a customer-focused, strategic role with a 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

Location: Brisbane, Melbourne; Employment type: Full-time; Remote status: Hybrid

Seniority level

• Entry level

Job function

• Other

Industries

• IT Services and IT Consulting

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