Customer Success Manager
Nerdio
Cloud
Client Success Manager
DiligenceVault
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage day-to-day communications with clients across APAC, ensuring timely support and engagement.
- Lead onboarding and implementation for new accounts, ensuring successful adoption of our AI-driven SaaS platform.
- Proactively identify and anticipate client issues based on usage patterns and feedback.
- Collaborate with Product & Engineering teams to implement client requirements and relay feedback for continuous improvement.
- Prioritize and troubleshoot client issues, following through to resolution.
- Develop deep expertise in DiligenceVault platform functionalities and become a subject matter expert.
- Maintain and update the company knowledge base, product updates, and lead webinar or training sessions for clients.
- Serve as the main point of contact for clients while collaborating closely with the global Client Success team.
- Coordinate between Sales and Product teams to support delivery of new modules and functionalities.
- Own the renewal process and ensure consistent client satisfaction.
- Occasionally travel within Australia for client meetings, conferences, and industry events.
Requirements
- 3+ years hands-on experience in Client Success or Customer Success roles in a B2B SaaS or Fintech company
- Direct experience working with institutional investors, fund managers is a strong plus
- Proven track record in onboarding and supporting clients (beyond KYC or support tasks) and in managing client relationships, driving adoption and renewals.
- Strong client communication and problem-solving skills
- Ability to work independently and proactively in a remote setup
- Comfortable collaborating with distributed teams across India, the US, and other regions
- Based on the East Coast of Australia (New South Wales, Victoria, Queensland, and the ACT) with willingness to travel occasionally for client meetings, conferences, and industry events
- Strong exposure in providing product demos, trainings, webinars and collaborating with Sales as needed.
- Experience with HubSpot or other CRM tools is a plus.
- Must have full legal working rights in Australia
Benefits
- 100% remote role - Flexibility to work from home, with occasional travel for client engagement
- Smart, supportive teammates across the globe
- Competitive compensation and equity options
- Generous paid leave (including Australian public holidays)
- Monthly internet allowance
- Employee donation matching
- Global team offsites
- Rewards and Recognition Program
- Modern tools and tech that help you succeed
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Client SuccessCustomer Successonboardingclient relationship managementproduct demostrainingswebinarsSaaSFintechusage pattern analysis
Soft skills
client communicationproblem-solvingindependent workproactive approachcollaborationadaptabilitytime managementattention to detailcustomer engagementissue resolution
