Customer Success Manager

Location: Sydney (Hybrid - 3 days per week in office)

Package: Competitive salary plus performance-based bonus structure and share options

Reporting to: Customer Success Lead AU

About APLYiD:

APLYiD was founded in New Zealand in 2018 and has since become the go-to AML compliance platform for legal, real estate and accounting firms across New Zealand, Australia and the United Kingdom. Simple to use, quick to implement, and built for the way real firms actually work.

This is a rare moment to be joining us.

New AML obligations come into force in Australia on 1 July 2026, bringing thousands of professional services firms into the compliance net for the first time. We built a product for this moment, and we are now building the team to take it to market.

As one of our first AU-based Customer Success Managers, you will help shape how APLYiD operates in this market from day one. The relationships you build and the commercial outcomes you drive in the next twelve months will set the standard for everything that follows.

What makes this role exciting?

You will help own the AU customer base end-to-end, from first onboarding through to renewal and expansion. There is accountability for retention and NRR across your accounts. As the customer base scales quickly, you will need to think in systems and playbooks as much as individual relationships. You will have real visibility across Sales, Product and CS Leadership. And as the AU function grows, so does the role.

This is a proactive, commercially accountable position. Your job is to compress the time between a customer signing and a customer thriving, and to keep them there.

What you'll do

• Own the full customer lifecycle. You will manage each account from onboarding through to renewal, with accountability for retention, expansion and NRR across your portfolio. Your job is to get customers live, keep them, and grow them.

• Own the aha moment. You will onboard new customers across legal and real estate, making sure they hit their first compliance milestones quickly. Your measure of success is how fast every customer goes from signed to compliant.

• Run onboarding like a project. You will manage each new customer as its own project with a clear plan, milestones and timeline. You will keep things moving, chase the right people at the right time, and make sure nothing stalls.

• Build for scale. You will contribute to building the playbooks, onboarding frameworks and CS processes that let this function grow without proportional headcount. You think in systems as well as accounts, always looking for ways to make the next onboarding faster and smoother than the last.

• Drive expansion. You will identify upsell and cross-sell opportunities within your portfolio, whether that is additional users, new features or product tiers.

• Own renewals. You will deeply understand the renewal pipeline and never let a renewal be a surprise, for you or the customer.

• Be the SME whisperer. You will guide office managers and small business owners who are not compliance experts, making AML feel manageable rather than intimidating.

• Deliver high-value touchpoints. You will skip the long meetings for focused, high-touch catch-ups, including as-needed phone calls and group webinars, that respect a busy customer's time and always move things forward.

• Be the fortune teller. If a customer looks stuck, you will reach out first with an “I've got you” mentality.

• Be the voice of the customer. You will funnel insights back to Product and Sales via Slack and Confluence to help shape what we build next.

• Keep your industry knowledge sharp. You will track AML trends and industry shifts so your customers always feel like they have a trusted, informed advisor in their corner.

• Speak fluent metrics. Your compass will be time to value, NRR, adoption rates and retention. You will use data to track progress and act early when something looks off.

• Build a league of champions. You will spot the power users in each customer team and turn them into advocates who tell the APLYiD story for us.

What you will bring

• Minimum three years in a customer success role at a SaaS company. You have owned accounts end-to-end from implementation to renewals.

• A systems mindset. You understand that the best CS functions are built, not just staffed. You have experience contributing to playbooks, onboarding frameworks or scalable processes, and you look for opportunities to improve how things work, not just execute them.

• A track record in onboarding and retention. You can point to customers you got live quickly, renewals you secured, and NRR you protected. You're focused on customer outcomes vs activities.

• A project management instinct. You naturally bring structure to ambiguous situations. You know how to build a plan, create urgency and customer focus, track progress, and keep multiple customers moving at once.

• A relationship-first approach. You are warm, clear and easy to deal with. Customers trust you quickly because you do what you say you will do and bring value at every touchpoint.

• Comfort with SME customers. You have worked with small business owners or office managers who are time-poor and not always technical. You know how to meet them where they are.

• Natural proactivity. You check in before issues surface, and you already have a solution ready when they do.

• Curiosity about AI and automation. We actively use AI tools to work smarter, from building automated workflows to drafting content and scaling what one person can do. You don't need to be technical, but you should be genuinely curious about how AI can make you a better CSM. If you've already been experimenting with tools like Claude, ChatGPT or similar, even better.

• Familiarity with CS and support tooling. Experience with platforms like Intercom (support and Help Centre management) and Velaris or similar CS CRM tools is a plus.

• Data as a working tool. You are comfortable using a CRM and portfolio metrics to manage your accounts and prioritise where your energy goes.

• Resilience when things get messy. You stay calm and solutions-focused when customers are frustrated or situations get complicated. You take ownership and see things through.

• AML or compliance experience is helpful but not required. We will teach you the industry. Commercial instinct, a track record of owning outcomes, and genuine curiosity are what matter most.

Why join us

Be part of a business that is already successful and scaling internationally, at the centre of a once-in-a-decade compliance moment in Australia.

Have a direct impact on revenue retention and customer growth in a market that is moving fast.

Work in a CS function that is being built deliberately, with AI, automation and smart tooling at its core.

Collaborate with ambitious, motivated people who move quickly and back themselves.

Flexible hybrid working arrangements.

Clear progression as the Customer Success function expands.

We work hard, move fast, and enjoy doing it together. We are looking for someone who brings energy, commercial accountability, and a genuine interest in building long-term customer partnerships.

If you want to own a portfolio, drive real commercial outcomes, and contribute to the next phase of APLYiD's growth, we would love to hear from you.