Customer Success Manager (Australia)

Company Description Finmo’s cloud-native platform is designed to eliminate the complexities of global payments and financial operations. Our next-generation Treasury Operating System (TOS) empowers global enterprises to seamlessly collect funds, make payments, manage cash flow and liquidity, mitigate financial risks, and ensure compliance—all within a unified interface. Our mission is to revolutionize treasury operations by simplifying payments, automating essential financial functions, and empowering businesses to transact using the most efficient methods that optimize speed, convenience, and cost-effectiveness. Built upon real-time payment networks, Finmo facilitates instant fund transfers, precise cash flow forecasting, optimized liquidity management, robust financial risk mitigation, and effortless regulatory compliance. By integrating these critical functions into a single, innovative platform, Finmo sets a new benchmark for financial technology solutions, ensuring clients achieve financial stability and sustained success beyond traditional fund transfers. Founded in 2021, Finmo is headquartered in Singapore, with additional offices in Australia and India, and plans for further global expansion. We are a venture-backed company, supported by prominent investors, including Quona Capital, PayPal Ventures, and Citi Ventures. Our founding team comprises seasoned payment professionals with over two decades of experience in building global payment infrastructures and companies. At Finmo, we are committed to upholding core values such as transparency, integrity, effective communication, continuous learning, data-driven decision-making, and customer-centricity. We foster a culture that encourages thoughtful risk-taking and problem-solving, aiming to balance perfection with timely execution. For more information, please visit our website at www.finmo.net Job DescriptionAbout You Finmo is built on the foundation of real-time payments rails and facilitates instant money transfers, accurate cash flow forecasting, optimized liquidity management, effective financial risk mitigation, and seamless compliance with financial regulations. We believe in empowering our customers to achieve success with our products and services. We're passionate about delivering outstanding experiences and building lasting relationships with our clients. As we grow, we are looking for a motivated and customer-focused individual to join our team as Customer Success Manager to join our team and help our customers thrive. The Customer Success Manager at Finmo is responsible for ensuring the success and satisfaction of our customers while managing and growing customer accounts. This role combines proactive customer success responsibilities with strategic account management duties to drive value for both the customer and the company. You will work closely with customers to understand their business needs, offer tailored solutions, and act as their trusted advisor. Additionally, you will manage the end-to-end relationship, ensuring renewals, upsells, and cross-sells, while aligning customer success initiatives with overall company goals. Key Responsibilities:

• Onboarding & Training: Lead customer onboarding processes, ensuring smooth adoption of products or services, and provide training as needed.
• Customer Relationship Management: Build and maintain strong, long-lasting customer relationships. Serve as the primary point of contact for customers, addressing any concerns or needs.
• Proactive Support: Monitor customer health and proactively engage with customers to prevent issues before they arise. Address any escalations or challenges.
• Customer Advocacy: Act as the voice of the customer within the company, providing feedback to product, sales, and marketing teams.
• Churn Reduction: Identify potential risks for churn and work to prevent them through customer engagement and tailored solutions.
• Account Growth: Develop and implement strategies to expand accounts, including cross-selling, upselling, and identifying new business opportunities within existing accounts.
• Renewals & Contracts: Manage contract renewals, ensuring timely and successful renewals and negotiations. Coordinate with legal and finance teams when necessary.
• Sales Alignment: Work closely with the sales team to ensure smooth transitions from sales to customer success and ensure that customer expectations are met.
• Revenue Forecasting: Track customer account metrics, renewals, and growth opportunities, providing regular reports and forecasts to leadership.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Customer retention rate
• Upsell and cross-sell revenue growth
• Account health and engagement metrics
• Time to value for new customers

Qualifications Experience:

• 3+ years of experience in customer success, account management, or a similar client-facing role.
• Proven experience in managing and growing customer accounts, including identifying upsell opportunities.

Skills:

• Strong communication, presentation, and relationship-building skills.
• Ability to handle complex customer issues with patience and empathy.
• Strong problem-solving and negotiation skills.
• Data-driven with a solid understanding of customer health metrics and success indicators.
• Ability to collaborate across teams (e.g., sales, product, support) to meet customer needs.
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).

Desirable Skills:

• Experience in the Payments / Treasury / FX industry is a plus.
• Knowledge of customer success best practices and methodologies.
• Familiarity with project management tools and techniques.
• Ability to collaborate effectively with a remote team across multiple time zones.

Additional Information What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive team environment.
• Flexible work options, including remote work if applicable.
• The chance to make a real impact by helping our customers succeed.