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Customer Success Lead

2 weeks ago

North Sydney, Australia NextGen Full time

**Who is NextGen?**

NextGen is a leader in Australian financial technology, providing innovative SaaS solutions to streamline mortgage processing and Open Banking for the nation's lenders, brokers, and customers. Find out more about us here.

**What is the role and what team does it sit within?**

We're seeking a Customer Success Manager to join our growing Customer Success team. This customer success role focuses on relationship management, client retention, and ensuring our valued clients achieve their business objectives through our fintech solutions.

**What does the Customer Success team do at NextGen?**

Our Customer Success team acts as the bridge between NextGen and our clients, driving customer engagement, support excellence, and long-term client success. The team champions outstanding customer experiences, manages the complete customer journey from onboarding through renewals, and ensures our SaaS solutions deliver maximum value to every client.

**What does this Customer Success Manager role do within the team?**

As our Customer Success Manager, you'll lead the end-to-end customer journey for your assigned portfolio, proactively managing client relationships and tailoring solutions for long-term success. Your customer success expertise will drive:

- Client relationship management - Champion onboarding, product adoption, and engagement while understanding individual business needs
- Strategic customer engagement - Monitor usage metrics, facilitate educational sessions, and action strategies for renewals and growth opportunities
- Cross-functional collaboration - Work closely with Sales, Product, and Support teams to align on implementations and service delivery

Essential Skills:

- Previous customer success, account management, or client-facing experience in SaaS or financial technology environments
- Excellent communication skills with ability to build trust and influence across all organisational levels
- Strong analytical capabilities and experience with CRM or customer engagement tools

**Why should I join NextGen?**

**Growth**: Access ongoing training, mentorship, and clear career pathways in customer success and fintech - we're invested in your professional development and long-term success.

**Family Focus**:Enjoy flexible working arrangements and genuine work-life harmony in a collaborative, diverse workplace that values your wellbeing and unique perspective.

**Supportive Culture**:Make a meaningful impact driving business results while working in an inclusive environment where customer success professionals thrive and shape exceptional client experiences.