Customer Success Manager

About Kapio

Kapio is a financial intelligence platform built for Australian businesses - giving SMB owners real-time visibility over their financial position and direct access to lending solutions that fit. Backed by the Axle Capital Group, we combine AI-powered insights, a purpose-built client portal, and hands-on broker expertise to help business owners make smarter financial decisions, faster.

We're growing, and the clients coming through the door need someone exceptional in their corner.

About the Role

This is the role that turns a great product into a great experience.

As Customer Success Manager at Kapio, you'll be the primary point of contact for clients from the moment they onboard - guiding them through the platform, managing their finance applications, and making sure they feel supported at every step of the journey.

You'll work directly inside the Kapio portal alongside clients, coordinating with brokers, lenders, and the internal team to keep applications moving and relationships strong. This isn't a reactive support role. It's a proactive, relationship-first position where your work directly shapes how clients feel about Kapio - and whether they stay.

What You'll Do

• Own the onboarding experience for new Kapio clients - getting them set up, oriented, and confident in the platform
• Manage live finance applications end-to-end, keeping clients informed and processes on track
• Serve as the day-to-day point of contact for your client portfolio - responsive, proactive, and solutions-focused
• Coordinate with brokers and lenders on behalf of clients to drive applications forward
• Monitor client health and engagement inside the portal, identifying risks and opportunities early
• Build genuine relationships that drive retention, referrals, and long-term account value
• Collect and relay client feedback to the product team to improve the Kapio experience
• Maintain clear, accurate records of client interactions, application status, and account activity

What We're Looking For

• 2–4 years in a customer success, account management, or client-facing financial services role
• Strong understanding of business finance, lending, or banking - you can speak the language with confidence
• A natural communicator who builds trust quickly and manages expectations well
• Highly organised with the ability to manage multiple active client accounts simultaneously
• Comfortable working inside SaaS platforms and picking up new tools quickly
• A proactive mindset - you spot problems before clients do and move to fix them
• Experience in fintech, mortgage broking, or SMB lending is a strong advantage
• Based in Melbourne with the ability to work in a hybrid environment

What Success Looks Like

• Clients who feel genuinely supported - not just processed
• Applications that move efficiently, with minimal friction and maximum clarity
• A retention rate that reflects the quality of the relationships you've built
• A client base that grows partly because of the referrals you've earned

Why Kapio?

• Be part of building something from the ground up - your role shapes how Kapio is experienced, not just delivered
• Work directly with founders who are invested in doing this properly
• A product that's genuinely useful to the clients you'll be serving
• Hybrid flexibility based in Melbourne
• Competitive mid-level salary with real room to grow as the platform scales