Customer Success Consultant

As a Customer Success Consultant at Castaway, you will be at the heart of our customer lifecycle: guiding new customers through Castaway, driving product adoption, nurturing long-term relationships, and maximising customer satisfaction.

You'll be the go-to resource for customers from day one, ensuring they get the most from our platform and experience the full value of Castaway.

This is a proactive role focused on building trust, driving feature engagement, and protecting the customer's experience of value.

Your Responsibilities:

• Manage customer support & service issues via phone or our ticketing system to determine any problem, create a solution, and ensure resolution
• Establish strong, trusting relationships with customers to maintain a positive experience and address any concerns
• Advocate for and empower customers toward best-practice use of Castaway and efficient workflow
• Encourage and support customers to extract the greatest value from the product to maximise their use of Castaway
• (In time) deliver training via webinar and in-house; represent Castaway at Trade Shows; and complete consulting jobs for customers

Your Skills:

• Accounting Knowledge: You will require a strong understanding of accounting principles with an appreciation of how accounting firms operate and the value they bring to their own clients. You will need to be conversant with accounting and accounting advisory industry language
• Customer-Focused Mindset: Your role is to understand customer needs, the challenges they face and how Castaway can help
• Communication Skills: This role relies heavily on empathic communication. To succeed, you will require excellent verbal and written skills
• Interpersonal Skills: This role requires the ability to build rapport and foster positive relationships with customers and team members
• Problem-Solving Skills: You will have the ability to triage multiple issues and resolve these issues effectively
• Technical Skills: You will have experience with modern tech stacks, including common accounting general ledger systems, Microsoft Excel, CRM systems and other accounting software
• Analytical Skills: You will require the ability to analyse data, identify trends and report findings

Personal Skills:

• You are passionate about customers as individuals and helping their businesses succeed
• You love working with numbers. Numbers make sense to you
• You are a quick adopter of technology, and have a good process for learning
• You are a lateral and creative thinker
• You actively listen and can demonstrate empathy
• You have a track record of having a mature and accountable approach to goals, targets and commitments to the business
• You are a driven and highly motivated professional who can operate within a plan but also show innovation and initiative

About us

Castaway is an Australian company with customers in all parts of the world. Our software plays a crucial role in the performance cycles of Small and Medium Enterprises (SMEs).

8 out of the 10 of the world's largest accounting firms and thousands of interesting and growing SMEs use Castaway. We believe Castaway allows our customers to:

do more of what they love…

through work that matters…

that is profitable and rewarding.

We will train you to become a world-leading expert on 3-way forecasting, business modelling, business performance improvement ... and Castaway of course. With that knowledge, you'll help us to make a genuine difference to our customers and beyond.

This may be THE BEST role in Australia for making
your first step from accounting to tech.
Your accounting skills are instantly useful, applicable and we'll help you'll build a wide range of new highly valuable skills.

Our office is based in Sydney CBD (Barangaroo) and this role is in-office. We are an equal opportunity workplace and this role reports to the Chief Operations Officer.

IMPORTANT
: If you meet the criteria and other requirements, you WILL be granted an interview if you take the time to prepare a cover letter, sharing why you think you are suitable for this role.