Customer Success Manager

ezyCollect

Sydney, NSW
Permanent
Full-time

1 month ago
Apply easily

Why join ezyCollectIn the time it takes you to read this job ad, our platform collects around $58,991.86 from businesses that struggle with late-paying customers. Since 2016, ezyCollect, with over $17B in receivables under management, has been helping 1,200+ businesses reduce their overdue invoices by 43% on average.ezyCollect is an Australian-founded B2B SaaS FinTech on a mission to eliminate late payment.s, with a focus on the Food & Beverage andWholesale Building industry. Our invoice-to-payments subscription software complements accounting/ERP software (MYOB, Xero, NetSuite, SAP etc.) to automate the process of getting paid. We are expanding our products and services as well as our team! We are a team of over 60 across Australia, New Zealand, Brazil, the Philippines, the USA and Canada. ezyCollect is driven by a passionate and dynamic team that loves solving real business problems using the latest technology to get businesses paid on time every time. Our vision is to empower our clients to grow their businesses through integrated and faster payments, the latest and most accurate credit data and process automation.We're looking for curious, determined professional who thrives in a fast-paced, collaborative environment.Your Role as a Customer Success ManagerAt ezyCollect, real client success starts with people who care. We're looking for a passionate Customer Success Manager with strong relationship-building and business consultancy skills to help our clients succeed and grow with us.You’re proactive, solutions-focused, and thrive on creating value for customers. You know how to uncover opportunities, drive adoption, and deliver win-win outcomes.With more businesses adopting our platform every day, you’ll play a key role in ensuring their long-term success. If you're a go-getter who loves learning, collaborating, and making an impact, let’s talk.The RoleOnboarding / Implementation

Deliver an outstanding onboarding experience that delights new ezyCollect clients.
Own the successful setup and implementation of new clients.
Project manage software implementation, coordinating with technology partners and internal/external stakeholders to ensure clients go live within expected timeframes.
Become a product expert, keeping clients informed of new features and identifying opportunities for them to gain more value.
Conduct training and refresher sessions to ensure clients understand how to get the most out of the platform.

Account Management & Support:

Manage the full client lifecycle to ensure a seamless and positive experience with ezyCollect.
Drive product adoption, utilisation, and success to maximise client retention and renewals.
Understand clients' business goals and conduct regular, meaningful business reviews.
Build and maintain strong, trusted relationships across your client portfolio.
Identify upsell opportunities and confidently promote relevant product offerings to meet monthly and quarterly targets.
Collaborate on renewal plans and manage churn proactively.
Complete day-to-day support tasks, including Intercom chat, helpdesk tickets, and maintaining accurate CRM records and client touchpoints.
Champion the voice of the client by advocating their needs across departments.
Project manage ongoing support tickets and escalations, ensuring timely resolutions.
Work closely with technical and product teams to resolve issues and deliver continuous value to clients.

The Role Requirements

Minimum of at least 2-3 years of experience as a Customer Success Manager or Account Manager in a high volume, fast-paced environment, ideally within SaaS, Fintech or Payments.
Must be flexible to accommodate limited US/NZ/UK hours as and when required.
Experience working with payment processors or service providers is highly desirable but not essential.
Background or experience in Account Management, Sales and or Project Management
Skilled in consultative selling, client training, and managing large, diverse customer portfolios, including international clients.

Proven ability to manage high-velocity project cycles, juggle multiple priorities, and deliver results across a large book of accounts.
Strong time management and organisational skills, with the ability to self-direct and prioritise effectively.

Comfortable working cross-functionally with teams across Sales, Marketing, Product, and Leadership.
Proficient with CRM tools (ideally HubSpot), Confluence, JIRA, and other modern tech platforms.
Experience or familiarity with accounting software (e.g. Xero, MYOB, Netsuite) or ERP systems, as well as credit risk assessment, will be advantageous.
You bring energy, impact, and a positive attitude and give it your all, but have fun whilst doing so.

The Ideal Candidate

You have a strong, proven track record of driving client satisfaction, adoption, and retention, with the ability to introduce innovative, efficient ways of working.
You're deeply client-focused and consistently go above and beyond to deliver exceptional experiences and tangible business outcomes.
You’re committed to continuous learning and always seeking ways to improve.
A superb communicator with a high level of client empathy. You take initiative and don’t just stick to the task at hand; you are able to look outside the box
You are super resilient in the face of challenges and thrive in a fast-moving environment
You are not afraid of change; you embrace it!

Some of our benefits and perks:

Employee Share Options
Annual Training Budget
24hr access to a modern WeWork office on Pitt Street, with on-site barista
Flexible hybrid working arrangements
Generous parental leave policy
Flexible policies such as our work-from-anywhere policy.
Employee SWAG
Quarterly Social Team Events
Monthly Virtual Entertainment
Optional active lunch breaks, meditation and yoga
Having a large impact, a small team, and helping shape the future of ezyCollect
Joining a passionate team that rewards the right behaviours
Working with a product that customers love! >1,200 customers in >18 countries
There is an exceptional opportunity for the right candidate to work closely with our business founders, grow together with the company and help shape the future of ezyCollect
Being part of a passionate, entrepreneurial team where you’ll be valued for your contribution
Dedicated training and coaching to help facilitate your career growth
Insight/access into multiple facets of the business, giving a unique level of experience
Fun, collaborative and supportive work environment

ezyCollect