Customer Success Manager

Customer Success Manager
Remote / Hybrid (As per organisational framework) | AEST Hours |Philippines-based

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Position Purpose
At Pierian, we help financial services businesses — primarily Australian mortgage brokers — scale faster by automating the administrative and compliance work that slows them down. We do this through our AI Workbench: a purpose-built ecosystem of workflow automation, AI-generated compliance documentation, and intelligent CRM tooling.

The Customer Success Manager (CSM) is the person who makes this ecosystem real for our clients. You own the entire client journey — from the ---------- nt a broker signs on, through their first 90 days of live operation, and into long-term steady-state performance. Your job is to make sure clients get value fast, stay engaged, and never have a reason to leave.

This is not a support role. This is a revenue protection and growth role. You are the frontline between a client's investment in Pierian and the outcomes they were promised.


What We're Looking For
- 3+ years owning client relationships in a SaaS, professional services, or financial services environment. You know how to manage expectations, handle difficult conversations, and turn sceptics into advocates.
- Working knowledge of BID compliance, NCCP regulations, lender panel structures, and CRM platforms (Salestrekker, Mercury, ApplyOnline). You don't need to be a broker — but you need to speak their language.
- You actively use AI tools in your daily work. You know how to write a good prompt, when to trust an AI output and when to question it, and how to help a sceptical client see the value of AI in their workflow.
- You're comfortable navigating CRM systems, browser-based tools, workflow configurations, and cloud platforms — not as a developer, but as a confident power user who can troubleshoot and adapt.
- Clear, direct, and tailored. You can write a tight performance report, run a live screen-share coaching session, and send an SMS that gets a callback — and you know which one to use when.
- You manage multiple accounts simultaneously without things slipping. You build your own systems, flag risks early, and close loops without being chased.


You Must Have Experience With Any of the Following
- Australian mortgage brokerage operations
- Mortgage CRM platforms such as Mercury, ApplyOnline, Salestrekker, or similar
- Australian residential lending processes from pre-submission through settlement
- Client onboarding, relationship management, or account management
- Working directly with Australian mortgage brokers and support teams
- NCCP compliance and lender panel processes
- Process documentation, SOP creation, and workflow improvement
- AEST business hours availability — full-time, Monday to Friday
- Excellent written and spoken English communication skills


Minimum Requirements
- 2–3 years of experience working within an Australian mortgage brokerage environment
- Previous experience in Customer Success, Account Management, Client Services, Broker Support, or a similar client-facing role
- Strong understanding of Australian mortgage processes and lender requirements
- Ability to manage multiple client accounts and priorities simultaneously
- Strong problem-solving and stakeholder management skills
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Fast internet connection and professional home office setup


Nice to Have
- Experience with AI-powered tools and workflow automation platforms
- Exposure to Mercury CRM, ApplyOnline, Salestrekker, Quickli, or Podium
- Experience creating SOPs, training materials, or process documentation
- Understanding of broker compliance requirements and operational workflows
- Experience presenting reports and performance metrics to clients


Education
A bachelor's degree in Business, Finance, Banking, Communications, Marketing, or a related field is preferred — but not required. We value relevant Australian mortgage brokerage experience above all else.


What We Offer
Competitive salary (based on experience)
HMO coverage
Leave credits
13th Month Pay