Customer Success Manager Enterprise & Emerging

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 (CSM) Enterprise and Emerging 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 CSM 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 organisation

Responsibilities

Customer Implementation & Time to Value

• Lead customers through end‑to‑end implementation from handover to launch, ensuring clear alignment on goals, scope, timelines, and success criteria.
• Drive a smooth transition from Sales to Customer Success, ensuring continuity and clarity of expectations.
• Own implementation completion and customer sign‑off, achieving time to first value on or ahead of agreed timelines.
• Support customer change and adoption through practical guidance, education, and best‑practice enablement.
  
  

Relationship Management

• Build trusted customer relationships through a deep understanding of each customer’s business, challenges, and objectives.
• Manage an assigned book of customers, owning customer health, adoption, and retention outcomes.
• Conduct regular customer touchpoints, including QBRs, to review performance, reset goals, and align priorities.
• Proactively identify and mitigate churn risk, reinforce adoption, and support customers in embedding the platform into their ongoing business processes.
• Identify growth opportunities and collaborate with internal teams to develop and execute action or mitigation plans.
  
  

Collaboration & Customer Insights

• Act as the voice of the customer, sharing insights, feedback, risks, and product opportunities with internal teams.
• Partner with Product, Enablement, Support, and Operations to improve customer resources, adoption, and scalability.
• Capture and maintain accurate customer insights, usage trends, and engagement outcomes through agreed internal processes.
• Support customer participation in feedback sessions, pilots, and reference activities where appropriate.
  
  

Requirements

• Experience working in SaaS, financial services, or technology‑enabled service environments (preferred).
• Experience in Customer Success, Implementation, Customer Support, Client Services, or a similar customer facing role.
• Strong relationship‑building and stakeholder management skills.
• Ability to understand customer needs and translate them into actionable success plans.
• Data‑driven mindset with the ability to analyse usage, health, and performance trends.
• 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