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Director of Sales, HR, Finance & Business Operations
Senior Manager – Customer Success (SaaS)
Global Fintech Leader | High-Impact Strategic Role
12-Month Contract with Strong Potential for Extension | Hybrid Work Environment | Sydney-Based
Are you a strategic customer success leader with a proven track record in SaaS? This is your opportunity to step into a key role with a global Fintech organisation that's revolutionising how small to medium businesses operate.
Backed by award-winning SaaS products and continued growth across the APAC region, this company is expanding their Sydney-based Customer Success team. Reporting directly to the Head of Customer Success APAC, you'll lead the design and execution of high-impact customer strategies to drive retention, loyalty and advocacy.
Key Responsibilities:
* Design and execute customer retention programs that combine digital solutions and human-led experiences.
* Build strong, trust-based customer relationships that foster long-term loyalty and increase brand advocacy.
* Optimise and scale existing programs to drive ecosystem growth, retention, and lead generation.
* Leverage AI, data insights, and predictive modelling to proactively reduce churn and identify growth opportunities.
* Collaborate across Sales, Product, Marketing, Analytics, and Data Science to ensure seamless, value-driven customer journeys.
* Drive a culture of experimentation, testing new initiatives and quantifying their business impact before market rollout.
* Work closely with Customer Experience Design to develop and implement detailed journey maps, execution playbooks, and success metrics.
What You Bring:
* SaaS industry experience in a similar senior customer success or retention strategy role.
* Minimum 3 years of experience in customer strategy, journey mapping or experience design.
* A commercially-minded leader who consistently exceeds retention and revenue goals.
* Strong strategic acumen with the ability to align customer success initiatives to broader business goals.
* A passion for operational excellence—you're hands-on, process-driven, and solution-oriented.
* Exceptional stakeholder management and influence skills across cross-functional teams.
* Tertiary qualifications in a relevant discipline or equivalent practical experience.
Why Join?
* Hybrid working – balance flexibility with collaboration
* Work in a high-performing, values-driven team
* Initial 12-month contract with genuine potential to convert to permanent (competitive salary $180K + super)
* Be part of a trusted global Fintech brand making a real difference for SMEs
Ready to make your next move?
Click Apply Now or contact Toni on 0429 841 882 for a confidential conversation.
Applications are being reviewed regularly – don't miss out on this rare opportunity to make a real impact
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service, Strategy/Planning, and Project Management
* Industries
Software Development and Internet Marketplace Platforms
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