Customer Success Manager

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

THE HUB24 STORY  

We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. 

Benefits and Life at HUB24

Learn more about our employee benefits HERE.

Job Summary:

The Customer Success Manager at myprosperity is responsible for driving customer outcomes across a shared book of business. This role partners closely with clients to ensure they achieve their business goals, realise value from the myprosperity portal, and build long term, trusted relationships that drive retention, advocacy, and sustainable growth.

The Customer Success Manager plays a critical role in post sale success, leading implementations, reducing time to value, enabling change, and acting as the voice of the customer across the organization.

Rather than owning a named book of business, Customer Success Specialist supports customers collaboratively as part of a team, ensuring consistent experiences, timely responses, and strong customer outcomes at scale.

Responsibilities:

Customer Implementation and Time to Value

• Lead clients through end‑to‑end implementation, from signed‑off implementation plans through to launch, leveraging digital enablement assets and resources to deliver scalable, consistent education.
• Establish a clear understanding of client goals, objectives, and success criteria at the outset and align implementation activities accordingly.
• Drive a structured and effective handover from Sales to Customer Success, ensuring continuity, clarity of expectations, and alignment on scope, timelines, and outcomes.
• Own implementation completion and client sign‑off, ensuring time to first value with myprosperity is achieved on or ahead of agreed timelines.
• Prepare clients for transition into the Customer Success managed pool, clearly setting expectations and ensuring understanding of post‑implementation support and service models.

Customer Experience and Adoption

• Provide ongoing assistance to customers who have transitioned into the pooled Customer Success model following implementation.
• Respond to client enquiries across agreed channels in a timely, professional, and customer‑focused manner.
• Reinforce portal adoption and utilisation by guiding customers on best‑practice workflows and use cases.
• Proactively identify common usage challenges or friction points and address them with practical guidance and education.
• Monitor and analyse portal utilisation and adoption trends to proactively engage customers who may be at risk of low adoption or disengagement.
• Contribute to customer health monitoring by accurately capturing and recording insights, observations, and interaction outcomes.
• Surface risks, concerns, or recurring issues to Customer Success leadership or relevant stakeholders for visibility and action.
• Support customers in embedding myprosperity into their ongoing business processes to drive sustained value.
• Conduct annual business reviews with clients, to review performance, reset goals, and align on priorities.

Collaboration and Knowledge Sharing

• Work collaboratively within the Customer Success team to deliver seamless, consistent pooled support experiences.
• Share recurring themes, product feedback, and customer insights with Product, Operations, Enablement, and Support teams.
• Partner with the Enablement team to identify, create, or update client resources that improve adoption, satisfaction, and scalability.
• Facilitate customer involvement in pilots, feedback sessions, roundtables, and reference activities where appropriate.
• Ensure customer feedback is captured through agreed internal processes and channels .

Requirements:

• Experience working in SaaS, financial services, or technology‑enabled service environments (preferred).
• Exposure to pooled or shared servicing models is advantageous.
• Experience in Customer Success, Implementation, Customer Support, Client Services, or a similar customer facing role. 
• Strong written and verbal communication skills with a customer first approach. 
• Ability to explain product features and workflows clearly and practically. 
• Strong problem solving skills and attention to detail. 
• Ability to manage multiple customer requests in a fast paced environment. 
• Collaborative mindset and comfort working as part of a shared ownership model. 

The Recruitment Process

• Acknowledgement email once your application has been submitted. 

• Our Talent team will start reviewing your application. If unsuccessful, you will be notified. 

• If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. 

• If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.

• Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you. 

• Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. 

• Communication of outcomes to successful and unsuccessful candidates and feedback provided. 

*As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 

2024 Circle Back Initiative Employer – we commit to respond to every applicant. 

Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. 

We have been nominated and placed on the BOSS Best Places to work list. 

Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative

HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you