Client Service Manager

We’re an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to ASX and Wall St, we’ve empowered a new wave of investors. Today, we have 750,000+ customers and more than A$8B under administration. Join us as we continue to reshape the financial industry, inspire investor confidence and unleash the investor in everyone.

We are looking for a Client Service Manager to join our Stake Super Customer Success team in Sydney.

Our Stake Super team helps customers unlock the benefits of self-managed super without the complexity that has traditionally come with it. We combine technology, operational excellence and deep expertise to deliver a seamless experience that gives customers more confidence and control over their financial progress. This role sits at the heart of that mission.

As a Client Service Manager, you'll be the trusted partner for a portfolio of SMSF customers. You'll build strong relationships, guide customers through important moments and ensure every interaction reflects the high standard of service Stake is known for. You'll work across customer success, operations and administration, helping customers get the most from their SMSF while identifying opportunities to improve their experience.

You'll join a high-performing team that cares deeply about customers, moves quickly and takes ownership of outcomes. Your work will directly influence customer satisfaction, retention and growth while helping shape how Stake Super scales. We work hybrid spending 3 days in our beautiful, dog-friendly Sydney office.

• Become a trusted advisor to your portfolio of SMSF customers, building long-term relationships that drive exceptional satisfaction and retention
• Created consistently high-quality customer experiences across phone, chat and ticket channels, helping customers navigate important financial decisions with confidence
• Developed deep SMSF expertise and become a go-to resource for customers and colleagues on administration, processes and best practice
• Identified opportunities to improve customer journeys, helping simplify experiences and raise the bar for service across the business
• Partnered closely with Operations, Accounting and other teams to deliver seamless outcomes and resolve complex customer challenges efficiently
• Proactively uncovered growth and retention opportunities, contributing to the continued expansion of Stake Super
• Helped strengthen internal knowledge, documentation and processes that enable the team to scale while maintaining quality
• Built a reputation for ownership, judgement and customer obsession, consistently delivering outcomes that make customers better off

• You have experience managing customer relationships in financial services, superannuation, wealth administration or a similarly complex environment
• You genuinely enjoy helping customers and can build trust through clear communication, empathy and follow-through
• You combine strong attention to detail with the ability to move quickly and manage competing priorities
• You take ownership of outcomes, solve problems proactively and don't wait for someone else to drive things forward
• You can simplify complex information and explain technical concepts in a way that's clear and actionable
• You enjoy working collaboratively across teams and are motivated by improving both customer experiences and internal processes

• Worked with Self-Managed Super Funds (SMSFs) or broader superannuation products
• Supported customers through onboarding, account administration or complex financial processes
• Contributed to operational improvements, service design initiatives or customer experience programs
• Helped identify and grow commercial opportunities within an existing customer portfolio

You’ll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks. Please see on our Careers website the list of benefits under our Grow with Stake program.

• Professional development allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance
• Wellbeing support
• Annual leave swap days
• Discretionary performance bonus
• Stake products: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account

Once we've received your application, we'll give it the attention it deserves and if we think you’d be a good addition to our team, we’ll give you a call and from there, you'll cruise through our recruitment process.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.

Source role responsibilities and scope were adapted from the existing Client Service Manager position description.