Customer Success Manager

2 weeks ago

Greater Brisbane Area, Australia Visory Full time $104,000 - $130,878 per year

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Customer Success Manager

Visory

Administration

Melbourne, VIC, Australia

  • Brisbane, QLD, Australia

Posted on Apr 29, 2025

Apply now

Business Performance

  • Brisbane, Melbourne
  • Hybrid

Customer Success Manager (Business Performance Partner)

Join Visory, transform SME finance with AI & expert insights.

About Visory
Visory empowers SMEs by connecting them with experts to supercharge their back office. It's where a powerful platform, a dedicated team of experts, and actionable business insights come together in one place to transform how businesses manage their financial performance.

Voted one of LinkedIn's top startups, Visory uses a blend of people and technology to provide a digital-first finance solution that allows business owners to focus on big-picture business growth.

We are building the 'Uber for Bookkeeping'—a cutting-edge platform that blends human expertise with automation. Our deep investment in AI and workflow automation, including our proprietary AI agent Delphi, empowers our Marketplace of Experts to seamlessly deliver financial services at scale.

Since launching in early 2020, we have been a fast-growing startup company committed to reshaping how SMEs manage their financial operations.

Primary Purpose of the Role

The Customer Success Manager, known as a Business Performance Partner internally, is the key and consistent point of contact for their assigned customer group, ensuring their financial back-office runs smoothly while unlocking long-term value from Visory's services.

The Business Performance Partner is accountable for guiding customers through onboarding, managing ongoing service delivery, resolving major issues, and proactively engaging clients with insights and advice to improve retention and renewal outcomes.

The Business Performance Partner serves as a strategic adviser, helping customers maximise their use of Visory's platform and expert services while identifying opportunities for growth and operational improvement. This role ensures customers experience our service promise through their daily interactions with Visory.

About You
You want to work at a company looking to disrupt an industry that is set in its ways. You want to move quickly, challenge yourself, and grow. You thrive in client-facing roles and prefer engaging with customers to help drive their business improvement rather than being buried in a back-office role. You have experience in client relationship management and are eager to deepen your expertise in this area.

You excel in problem-solving, are highly collaborative, and can translate financial insights into actionable strategies that help SMEs thrive.

You are passionate about customer success, strategic financial advisory, and leveraging technology-driven solutions to create efficiencies for businesses.

Key Workflow Responsibilities

Customer Relationship & Account Health

  • Serve as the primary relationship owner for a portfolio of Visory customers.
  • Identify opportunities for service expansion and upsell opportunities within the customer's financial back-office needs.
  • Serve as a customer advocate, providing insights and feedback to internal teams to enhance services and automation capabilities.

Onboarding & Change Management

  • Oversee customer onboarding, ensuring a smooth transition to Visory's services.
  • Guide customers through training, communications, and change management, setting them up for long-term success.

Service Quality & Issue Resolution

  • Be accountable for overall account health, ensuring that service quality standards are met.
  • Act as an escalation point for major customer issues, coordinating with Quality Reviewers and Marketplace Experts to resolve challenges.

Deliver Insights Product

  • Lead a structured and regular meeting cadence with customers to provide insights and advice that supports the customers to achieve their business goals and objectives.
  • Utilise financial data to help customers improve operations and drive business performance.

Process Improvement & Automation Feedback

  • Provide structured feedback to the Product Team to enhance workflow automation and AI-powered quality checks.
  • Champion adoption of Visory's platform, ensuring customers maximise their use of technology-driven automation.

Core Competencies

  • Customer-Centric: Strong ability to build trusted relationships and advocate for customer needs.
  • Strategic Thinking: Ability to see the bigger picture and advise customers on financial back-office efficiencies.
  • Collaboration & Influence: Works cross-functionally with internal teams to drive positive customer outcomes.
  • Problem-Solving & Initiative: Proactively identifies issues and takes ownership of solutions.
  • Process-Oriented: Comfortable working within structured workflows and guiding process improvements.
  • Strong Communication: Excellent written and verbal communication skills, able to convey complex ideas clearly.

Skills & Qualifications

  • Experience in customer-facing roles, such as Customer Success, Account Management, Business Advisory, Virtual CFO, or Public Practice Accounting.
  • Solid understanding of business operations, bookkeeping, or back-office finance workflows is a plus.
  • Amazing communicator who can get cut through with business owners by making complex financial concept approachable.
  • Ability to analyse data and translate insights into action plans for customers.
  • Proficiency in digital tooling and workflow platforms, including market software and the ability to use and improve the core Visory platform, as well as CRM tools (e.g., HubSpot, Salesforce).
  • Change management experience, particularly in helping SMEs transition to new service models.
  • Accounting degree and CA/CPA qualification is highly desirable but not essential.
  • Bonus: You have worked in a startup or run your own business. In essence, we are looking for is individuals who have energy, hunger, humility and intelligence.

Why Join Visory?

  • Be part of a high-growth, tech-enabled financial services company reshaping how SMEs manage their back-office. We embrace a hybrid working culture, with a blend of in-office collaboration and remote work flexibility to support productivity and work-life balance.
  • Turbo charge your career by working in a customer-focused, strategic role with a direct impact on business growth and retention.
  • Collaborate with a team of experts in finance, product & automation, and customer success.
  • Career progression opportunities as Visory scales and expands into new markets.

Next Steps

If you're passionate about helping SMEs unlock the full potential of their financial back-office and want to be at the heart of a growing business, apply today

Department Business Performance Role Business Performance Partner Locations Brisbane, Melbourne Remote status Hybrid Employment type Full-time

Our jobs

  • Business Performance Partner Business Performance
  • Melbourne
  • Hybrid

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Business Performance

  • Brisbane, Melbourne
  • Hybrid

Customer Success Manager (Business Performance Partner)

Join Visory, transform SME finance with AI & expert insights.

Apply now

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