Client Success Manager

About Paytime

Paytime is an HR Fintech providing Earned Wage Access (EWA) solutions across Australia. We partner with organizations to give their employees financial flexibility by enabling them with the ability to access a portion of their earned wages at anytime in the month (without having to wait for a set payday), along with a comprehensive suite of Financial Wellbeing tools.

Our clients include renowned Aussie brands like Beyond Bank, McGrath Estate Agents, Supabarn, Randstad, Motorama, Vapiano and several others. Paytime is backed by an international investment fund.

The Role

We're looking for a driven and versatile Client/Customer Success Manager that has ideally got experience in the HR sector, to spearhead new customer onboardings (non-technical) as well as maximizing the uptake/usage across the client employee base. This is a hands-on role with a view to scaling processes and then building out a team around as the business grows.

As a candidate you will need to bring a client success from a HR or SaaS business where your current role involves go-live comms to ensure awareness of our product to the employee base.

As the Client Success Manager (based in Sydney), you will ensure customers (HR, CPO's ) are provided with all the necessary onboarding communication materials in order to derive maximum value from the Paytime solution, while actively driving revenue growth through increased user/employee onboardings. You will foster strong relationships with HR and payroll. On launch day (and quarterly thereafter) activations will take the form of:

• In-person client visit on launch day (e.g. to store; head office, townhalls, manager meetings etc)
• Emails to all employees on launch day
• Text messages to employees creating awareness
• Webinars
• Etc, etc

PLEASE ONLY APPLY IF YOU ARE LIVING IN AUSTRALIA WITH A FULL WORKING VISA OR PR.

Key Responsibilities

• Customer Onboarding: NON-technical onboarding of new customers.
• Initial Customer Engagement: Build strong relationships with new clients (HR), understanding their needs and setting them up for success.
• Customer Success: Design and execute user (employees) success strategies that drive value, adoption, and satisfaction.
• Create and manage customer communication strategies for launches and ongoing engagement.
• Monitor Customer Health: Assess employee usage and satisfaction.
• Enhance Customer Experience: Deliver a consistently excellent experience and act on customer feedback to drive improvements.
• Operational Efficiency: Manage multiple customer accounts with strong organisational skills.
• Customer Support: Provide prompt and high-quality support for customer and user enquiries/issues via telephone, email and our online Intercom enquiries.
• Collaborate with Internal Team Members: Work with the technology, sales and marketing team to ensure customer satisfaction.
• Innovation and Improvement: Contribute to refining customer success processes and propose innovative solutions.

About You

• No more than 5/6 years experience in Client/Customer Success in an HR SaaS, HR tech environment or even a growth marketing type role whereby you have done client activations.
• Proven track record of managing multiple customer relationships.
• Strong interpersonal and communication skills — you enjoy building relationships and advocating for customers.
• Highly organized with excellent project management abilities.
• Analytical and resourceful problem-solver.

What We Offer

• Opportunity to shape customer success operations in a growing fintech company
• Collaborative work environment with a focus on innovation
• Professional development opportunities
• Competitive salary package with uncapped bonus
• Chance to make a real impact on people's financial wellbeing
• Hybrid working arrangement (3 days in the office - Sydney CBD, 2 days from home)

Why Join Paytime?

• Be part of a young growing start-up revolutionising the way people are paid.
• Work with a passionate, collaborative team dedicated to customer success.
• Opportunities for professional growth and continuous learning.

• Competitive salary and performance-based incentives.

• You'll be joining a company that is passionate about making a difference in people's lives while working with cutting-edge technology in the financial services/payments/HR sector.

• If you're passionate about customer success and technology, we'd love to hear from you
• To apply, please send your resume and a covering letter explaining why you'd be a great fit for this role at Paytime.

Note:

• Please upload your CV
  and a
  Covering Letter with your application.