Manager, Customer Success

3 months ago

Sydney, Australia Stake Full time

Stake is looking for a Manager, Customer Success to join us at our Bondi Junction HQ, with a flexible hybrid working model (3 days in the office, 2 WFH).

We're an Australian investing platform on a mission to help ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, Stake has grown fast from a fintech startup into a robust financial services company with even bigger plans. Today we have 500,000+ global customers and more than A$3 billion under administration.

Ambition defines our customer base as well as our team. Our working environment is energetic, collaborative and supportive. Stake's internal mantra is ‘never settle' and everyone is encouraged to take ownership and challenged to deliver high-quality execution.

This role is your chance to contribute in making a lasting impact on the financial security of thousands and thousands of Aussies and Kiwis.

**About this role**:
As a Manager, Customer Success you will play a pivotal role in building a quality, efficient and scalable team that drives exceptional customer outcomes whilst managing risk.

As Stake continues to grow both its customer base and revenues strongly, it's imperative that we bring on someone with relevant Financial Services experience to elevate our Customer Success thinking, frameworks and overall experience for our customers.

Day to day you will:

- Manage our Global Customer Success function across Stake across our Trading Platform, Stake Super and other new Product releases.
- Define a vision for how Stake can succinctly identify customer pain points and touch points, feeding this into the wider business to ensure Stake has the right framework to envelop customer feedback into future product iterations.
- Identify and work collaboratively with the wider business on key strategic initiatives to enhance customer satisfaction, retention and growth.
- Develop and maintain a robust compliance and quality assurance framework, ensuring adherence to industry best practice.
- Define and maintain documentation for evolving processes and training.
- Lead and manage the team by overseeing ticket allocation, delegating tasks effectively, conducting performance reviews, and managing headcount to ensure optimal team performance and capacity.

**A bit about you**:

- Proven Leader: You have at least 5 years of experience successfully leading and motivating teams, fostering a culture of collaboration and high performance with > 10 years experience across different Customer Centric roles.
- Financial Services Experience : You have at least 5 years of Customer Success experience within the Financial Services industry at a leadership level.
- Customer-Centric: You are passionate about understanding and advocating for customer needs, with a strong focus on delivering exceptional service, building trust and exceeding expectations.
- Strategic: You've demonstrated the capability to think about and build frameworks that support efficient & quality service that feeds back into the wider business to help define our Product Roadmap & Key Priorities.
- Problem-Solver: You thrive in a fast-paced environment, adept at diagnosing and resolving complex customer escalations and identifying opportunities for process improvement.
- Experienced in Complaints Handling : You possess strong complaints handling skills and at least 5 years of experience in this space, enabling you to effectively address customer concerns and understand the financial implications of decisions.

**Benefits of working at Stake**

At Stake you'll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks.
- $2,500/year professional development allowance
- $1,000/year wellbeing allowance
- Up to 16 weeks of paid parental leave
- Childcare allowance of up to $18,000 in value over 24 months
- Extra paid leave during tough times
- Discretionary performance bonus and talent referral bonus
- Employee Share Options scheme

Stake is an equal opportunity employer that values diversity. We're proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We're also endorsed by WORK180 as a great employer for women.

It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Financial Services category, across all of Australia and New Zealand.

**So what happens next?**:

- To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes._

  • Manager, Customer Success

    6 months ago

    Sydney, Australia Basware Full time

    Manager, Customer Success Join our team at Basware and lead the charge in driving customer success! As the **Manager, Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience,...

  • Customer Success Manager

    1 month ago

    Sydney, New South Wales, Australia iManage Full time

    iManage Role Summary: iManage is seeking a talented Customer Success Manager to join our global team. As a Customer Success Manager, you will be responsible for leveraging our pooled customer success model to maximize adoption and help cloud customers achieve their desired business outcomes. Key responsibilities include collaborating with the global Customer...

  • Customer Success Manager

    6 months ago

    Sydney, Australia Informatica Full time

    **Customer Success Manager** The **Customer Success Manager** is responsible for managing a portfolio of Informatica customers from purchase to renewal and growth throughout their lifecycle. Through the CSM partnership, Informatica's customers derive maximum value from their investment, including accelerated timelines and realization of business goals. The...

  • Manager, Customer Success

    7 months ago

    Sydney, Australia SafetyCulture Full time

    **Manager, Customer Success**: - Sydney- Sales & Success - Leadership & Support /- Full-time Permanent- / Hybrid- SafetyCulture is a customer and product-led SAAS company, our mission is to help working teams get better every day, our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Teradata Full time

    What You'll Do The Customer Success Manager (CSM) is a strategic customer facing position focused on increased adoption of Teradata technologies and customer value realization of their investment. You will advocate for Teradata to drive success across multiple customer outcomes. The Customer Success Manager is highly respected for their knowledge, skills,...

  • Manager, Customer Success

    6 months ago

    Sydney, Australia WalkMe Full time

    WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize...

  • Customer Success Manager

    6 months ago

    Sydney, Australia Trintech Technologies Ltd Australia Full time

    Trintech is currently seeking a growth focused, results-driven, and highly motivated individual to join our growing Customer Success team. As a Customer Success Manager (CSM), you will have a key role in driving product adoption, building trusted advisor relationships within assigned customer accounts and increasing customer satisfaction and retention. In...

  • Customer Success Manager

    6 months ago

    Sydney, Australia AvePoint Full time

    **Customer Success Manager - Sydney or Melbourne, Australia** **About AvePoint** At AvePoint, we are committed to investing in our people: we believe agility, passion and teamwork sets us up to do our best work and fosters a culture where you feel empowered to take initiative, learn from others and craft your career with the intention to unleash the power...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Basware Full time

    Join our team at Basware and lead the charge in driving customer success! As the **Manager of Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in...

  • Customer Success Manager

    7 months ago

    Sydney, Australia London Stock Exchange Group Full time

    Customer Success Manager At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change. As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who use our Desktop Solutions...

  • Customer Success Manager

    3 months ago

    Sydney, Australia Trintech Technologies Ltd Australia Full time

    Trintech is currently seeking a growth focused, results-driven, and highly motivated individual to join our growing Customer Success team. As a Customer Success Manager (CSM), you will have a key role in driving product adoption, building trusted advisor relationships within assigned customer accounts and increasing customer satisfaction and retention. In...

  • Manager, Customer Success

    8 months ago

    Sydney, Australia Procore Technologies Full time

    As **Manager **of our** Commercial Customer Success **team, you will play a crucial role in driving the retention and expansion of our customer base, through increased adoption and engagement. You will be responsible for overseeing a team of dedicated Customer Success Managers, aligning their efforts with company objectives, and fostering a customer...

  • Manager, Customer Success

    7 months ago

    Sydney, Australia Baseware Full time

    Join our team at Basware and lead the charge in driving customer success! As the **Manager, Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in value...

  • Customer Success Manager

    6 months ago

    Sydney, Australia UpGuard Full time

    **Why are we hiring for this role?** As a Customer Success Manager, you'll work closely with other CS team roles and cross-functionally with other departments, and you’ll report to the Lead CSM. You’ll be proactive in driving product value and success for our customers, analyzing the causes of their greatest pain points, and working closely to mitigate...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Weel Full time

    Customer Success Manager As a Customer Success Manager at Weel, you will create exceptional experiences and sustained value for Weel customers by acting as their technical and trusted advisor and advocate from post-sale through renewal and beyond. You will guide them through the journey of meeting and exceeding their ROI goals and drive strong adoption of...

  • Customer Success Manager

    6 months ago

    Sydney, Australia LMS365 Full time

    **Customer Success Manager - Hybrid or remote work with notable benefits** **Who are we?** We’re LMS365. As a solution, we are the only learning platform built into Microsoft 365 and Teams. As a company, we are a talented group of individuals with a mission to empower people to learn for life. For us learning is who we are, what we do, and all that we...

  • Customer Success Manager

    6 months ago

    Sydney, Australia LMS365 Full time

    **Customer Success Manager - Hybrid or remote work in a global team** **Who are we?** We’re LMS365. As a solution, we are the only learning platform built into Microsoft 365 and Teams. As a company, we are a talented group of individuals with a mission to empower people to learn for life. For us learning is who we are, what we do, and all that we...

  • Customer Success Manager

    6 months ago

    Sydney, Australia LSEG (London Stock Exchange Group) Full time

    At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change. As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who use our Desktop Solutions through the customer...

  • Customer Success Manager

    6 months ago

    Sydney, Australia London Stock Exchange Group Full time

    At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change. As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who use our Desktop Solutions through the customer...

  • Customer Success Manager

    2 days ago

    Sydney, Australia Zensai Full time

    At Zensai, we believe that customer success is an essential driver for sustained profitable growth in a SaaS business. If you share this belief, you could be the right fit for this exciting role! Are you passionate about customer success? Do you have experience and interest in the employee learning, engagement and performance space and enjoy working in a...