Customer Success - Australia Clients - Remote

Through proprietary software and AI, along with a focus on customer delight, the company makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

We operate 3 business segments

Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and the companySign. We are the market leaders in Singapore with ~5% market share of all new business incorporations

Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary the companyBooks ledger, AI tools and exceptional customer service

FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses

The company launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 600 staff with an intact startup mindset.

We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. The company has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.

Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Asia Pacific.

Requirements

Mission : To achieve the company’s Australian revenue targets by renewing services across the existing clientele, driving cash collection through upsell and upgrades, and delivering a seamless, high-satisfaction customer experience throughout the renewal lifecycle.

Outcomes

Renewal Rate  and CSAT Targets

• Consistently achieve monthly renewal rate targets across the Australian client base

• Maintain and improve CSAT scores, ensuring customer trust and satisfaction throughout each renew

Customer Investigation & Issue Resolution

• Conduct detailed, end-to-end investigations into customer interactions with the company

• Work cross-functionally with accounting, corpsec, product, and data teams to drive resolution and support seamless renewals

Cash Collection via Renewal, Upsell & Upgrades

• Achieve monthly cash collection targets by driving renewals and identifying upsell and upgrade opportunities

• Proactively identify and act on revenue expansion opportunities within the existing customer base

Pipeline Management & Monthly Targets

• Maintain a thorough understanding of the book of business; manage the pipeline in a data-driven manner using CRM and reporting tools

• Prioritise ticket resolution and proactive outreach to consistently achieve monthly KPIs

Cross-Functional Collaboration & Best Practice

• Partner with accounting, corpsec, product, and data teams to improve renewal processes and the end-to-end customer experience

• Proactively share best practices with the wider Customer Success team; contribute to a culture of continuous improvement

Must-have experience

To do this, you will have a minimum of 8 years experience in Renewals, or Customer Success management roles  and you will be located in the Philippines .

• Demonstrated track record of achieving renewal rate and cash collection targets in a B2B SaaS or services environment

• Proven experience in proactive upsell and high-volume customer escalations

• Experience managing a customer pipeline in a data-driven way: CRM hygiene, pipeline reporting, and forecasting

• Proven ability to work cross-functionally with product, finance, and operations teams to resolve customer issues

• Strong written and spoken English; ability to communicate clearly with Australian-market clients

Behavioural fit is also important at the company, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:

Ownership: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.

Humility: There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.

Structured Thinking & Target Focused: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, keeping in view our business goals and being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.

Data driven: We are a data rich business with ~15,000 small customers.  Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strategies and review the success of our initiatives.

Can have tough conversations in a positive way: It’s not a matter of if, but when difficult interpersonal situations arise.  Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work.  People that proactively have tough conversations with kindness, build empathy, trust and great working relationships. Strong language proficiency in English is required

The interview process

The successful candidate will participate in the below interview stages. We anticipate the process to last no more than 3 weeks from start to finish.

Whether the interviews are held over video call or in person will depend on your location and the role.

One Way Video Interview / Screening call with TA

Selected candidates will be invited to complete a short, one-way video interview. Depending on the results, candidates may then progress to a ~30-minute screening call with a member of our Talent Acquisition team to explore their experience and discuss the role in more detail..

Technical round

A ~60-minute session with the Hiring Manager, including a live case study and roleplay—acting as if you’re already in the role—to test your role fitment. They will also discuss your last 1–2 roles to explore your background in more detail.

Behavioural fit assessment

A ~45 minute chat with a member of the leadership team, where they will dive into some of your recent work situations to understand how you think and work.

Reference verification

Prior to final offer confirmation, we will conduct one professional reference check with your recent direct manager or supervisor. To keep the process moving smoothly, this step may be initiated during the final interview stages.

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Requirement for background screening

Please be aware that the company is a regulated entity and as such is required to perform different levels of background checks on staff depending on their role.

This may include using external vendors to verify the below

• Your education

• Any criminal history

• Any political exposure

• Any bankruptcy or adverse credit history

We will ask for your consent before conducting these checks.  Depending on your role at the company, an adverse result on one of these checks may prohibit you from passing probation.

By submitting a job application, you confirm that you have read and agree to our Data Privacy Statement for Candidates, found at the company.com.

Benefits

Some other great things about working at the company…

Humility and kindness: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh. Kindness is also incredibly important. We are committed to creating and nurturing a diverse and inclusive environment.

Flexibility : You’ll be able to work from home. If you need to start early or start late to cater to your family or other needs, we don’t mind, so long as you get your work done and proactively communicate. You can also work fully remote from anywhere in the world for 1 month each year

Financial benefits : We pay competitive market salaries and provide staff with generous paid time off and holiday schedules. Certain staff at the company are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region.

Personal growth : You’ll get a lot of responsibility and autonomy at the company - we move at a fast pace so you’ll be making decisions, making mistakes and learning. There’s also a range of internal and external facing training programmes we run. We’re also at the forefront of utilising AI in our space and are developing a regional centre of AI excellence. It is our intention that if you leave the company, you leave as a more well-rounded person and professional.