Customer Success Manager

Who is NextGen?

NextGen is a leader in Australian financial technology, providing innovative SaaS solutions to streamline mortgage processing and Open Banking for the nation's lenders, brokers and customers. Find out more about us here.

What does a Customer Success Manager do at NextGen?

As a Customer Success Manager at NextGen you will be the primary partner for a portfolio of customers, ensuring they realise value from our products. You will build strong, long-term relationships with stakeholders, drive adoption and retention, and act as the customer advocate internally to influence product and service improvements. This role suits someone who combines commercial acumen with excellent communication skills and a passion for helping customers achieve their outcomes

Key Responsibilities

• Own a portfolio of customers, nurture trusted relationships with key stakeholders, and proactively identify opportunities to drive product adoption and expansion.
• Lead customer onboarding, coordinate cross-functional resources to ensure timely and successful implementations, and develop tailored adoption plans that deliver measurable outcomes.
• Help customers map our product capabilities to their business objectives, track success metrics, and run regular business reviews to demonstrate ROI.
• Be the voice of the customer; capture feedback, prioritise product enhancement requests, and work with product, engineering and support teams to drive improvements.
• Create and maintain customer-facing resources, onboarding documentation and best-practice playbooks to improve the overall customer experience.

Essential Skills & Experience

• Previous experience in customer success, account management or a client-facing role within SaaS, fintech or financial services.
• Experience in designing and delivering training solutions (online and face-to-face), creating educational resources, and conducting webinars.
• Excellent verbal and written communication skills with the ability to present to both technical and non-technical stakeholders.
• Ability to analyse customer competencies and data to proactively identify, assess, and prioritise account risks, followed by the development and implementation of targeted mitigation plans.
• Strong problem-solving and project management skills; comfortable coordinating cross-functional teams to deliver outcomes.
• Customer-centric mindset with a proactive, collaborative approach and strong attention to detail.

Please note: due to the nature of this role, we are only able to consider applicants who are Australian citizens or permanent residents.

What we offer

Growth: Structured onboarding, mentoring from senior customer and product leads, and access to training pathways to accelerate your career in customer success and product advocacy.

Family Focus: Flexible working arrangements to support work-life balance in a collaborative and inclusive environment.

Supportive Culture: Join a team that values learning, psychological safety and the opportunity to make a real impact on products used by our customers.