Customer Success Manager

**About Weel**:
Weel (Previously DiviPay) is Australia’s #1 virtual corporate card and spend management platform, providing software to help businesses streamline and control company-wide spending.

We’re growing fast across Australia (and recently launched in NZ), helping 3,500+ organisations - from small not-for-profits to mid-market companies - spend smarter. We’re lucky to work with incredible brands like Canva, Michael Hill, OzHarvest, and The Cowboys.

We’ve also hit some major milestones, including a successful $20m Series A raise. Our funding is being put to good use, helping us to grow and strengthen our product offering, and invest in a team of exceptionally talented people.

We’re proud to have achieved a number of notable highlights and accolades:

- Rated 4.8 out of 5 on the Xero App Store
- Over 60,000 card holders in Australia (and counting)
- Supported the Australian team at the 2024 Paris Paralympic Games
- Awarded Best Card Provider of the Year - Finder Awards
- Rated Top 10 Tech Innovator Recognised by the Australian Financial Review
- Won Corporate Card Platform of the Year at the WeMoney Awards
- $1.5B+ spend managed and counting - powering finance teams across every industry

Now, we're expanding our Customer Success team to ensure our largest and most strategic customers get the partnership, insights, and proactive support they need to be successful.

**The Role**:
As a Customer Success Manager, you’ll build long-term relationships with some of Weel’s most valuable customers. You’ll be their trusted partner - helping them onboard successfully, drive adoption, and continually unlock new value from our product.

You’ll manage a portfolio of around 75 customers, working closely with Finance & Operations leaders to guide them through every stage of their Weel journey - from onboarding to expansion to advocacy.

We’re still early in our Customer Success journey, which means there’s plenty of room to shape how we do things. You’ll help build the frameworks, playbooks, and rhythms that define high-touch success at Weel as we continue to grow.

This is a high-impact role that combines relationship management, commercial acumen, and a passion for helping customers thrive with Weel.

**What You’ll Do**:

- **Onboarding & Implementation -**Partner with new customers to ensure a smooth rollout of Weel. Build tailored onboarding plans, train teams, and set them up for early success.
- **Customer Health & Adoption** - Stay close to customers post-implementation to drive further adoption. Spot opportunities to improve workflows, automate processes, and embed Weel deeper into their operations.
- **Regular Business & Health Reviews -**Run structured check-ins and reviews to measure ROI, share insights, and shape future goals.
- **Expansion & Growth -**Develop proactive expansion plans by identifying new departments, use cases, or features that deliver additional value.
- **Advocacy & Storytelling -**Champion your customers internally and help turn success stories into external advocacy - from testimonials and case studies to event participation.
- **C**ross-Functional Collaboration -**Work closely with Sales, Product, Marketing, and Support to share feedback, influence roadmap priorities, and deliver an exceptional end-to-end customer experience.

**What does success look like**

Success in this role means making every Weel customer feel like a true partner - supported, valued, and confident in how they manage spend. You'll know you're thriving when:

- Customers are achieving measurable outcomes and expanding their use of Weel.
- Retention and NRR across your portfolio are consistently strong.
- Business reviews lead to new opportunities and deeper relationships.
- Customers advocate for Weel through referrals, testimonials, or community engagement.
- Feedback from your accounts helps shape product and strategy decisions.

**About You**

You’re a relationship builder, problem solver, and strategic thinker with a genuine passion for helping customers succeed. You combine curiosity with commercial instinct and can move seamlessly between hands-on support and high-level strategic conversations.
- ** Experienced CSM** - you’ve managed mid-market or enterprise customers in a B2B SaaS environment.
- **Customer-first mindset** - you love understanding business challenges and connecting them to practical solutions.
- **Commercially savvy** - you can spot growth opportunities and work collaboratively to turn them into tangible outcomes.
- **You’re always looking for ways to get better** - whether it’s refining a process, learning a new tool, or discovering smarter ways to help customers & your team succeed.
- **Strong communicator**:

- you are confident running workshops, reviews, and executive conversations.
- **Data-driven** - you use data and insights to measure success and guide decisions.
- **Collaborativ**e** - you partner closely with internal teams and champion the customer across the business.

**Ou