Customer Success Specialist

Location: Sydney (Hybrid, CBD office)

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

Reporting to: Customer Success Lead

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 Specialists, you will help shape how APLYiD operates in this market from day one. The relationships you build and the patterns you spot in the next twelve months will matter well beyond them.

What makes this role exciting?

You will be accountable for getting every new customer live, compliant and confident on APLYiD as fast as possible, at scale. As the AU customer base grows quickly, you will onboard customers at real pace and volume. That means thinking in playbooks and systems 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.

The role is proactive and project-driven. Your job is to compress the time between a customer signing and a customer thriving for all our customers.

What you’ll do 

• Own the Aha moment. You will onboard new customers across legal and real estate, making sure they hit their first value 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.

• Think beyond the individual account. You will contribute to building repeatable playbooks and onboarding processes that can scale as the customer base grows. You are always looking for ways to make the next onboarding faster and smoother than the last.

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

• Master the strategic nudge. You will guide customers with empathy, but you are not afraid to push them toward the next step, a new feature, or a better way of working.

• 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, 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 account and turn them into advocates who tell the APLYiD story for us.

• Handle escalated-level support. You will be the first point of contact when customers run into questions or issues, resolving what you can and escalating what you cannot with full context.

You will be measured on onboarding speed, escalation handling and adoption.

What you will bring 

• One to two years of relevant experience. You have worked in customer success, account management, project coordination or a similar client-facing role, ideally in SaaS or a professional services environment.

• An operational mindset. You naturally look for ways to build structure and repeatability into your work. You don't just execute, you think about how to make things easier the next time around.

• A project management instinct. You naturally bring structure to ambiguous situations. You know how to build a plan, track progress, follow up without being annoying, and keep multiple onboarding sessions moving at once.

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

• 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.

• 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 do not wait for things to go wrong. You check in before issues surface, and you already have a solution ready when they do.

• Commercial awareness. You understand that retention and growth matter, and you are comfortable being held accountable for outcomes.

• Familiarity with success and support tooling. Experience with platforms like Intercom or similar support and Help Centre tools, as well as CRMs such as Hubspot is a plus. Comfort picking up new software quickly is a must.

• 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.

• A willingness to learn the industry. AML or compliance experience is helpful but not required. We will teach you everything you need to know. Curiosity and initiative are what matter most.

AML or compliance experience is helpful but not required. We will teach you the industry.  Commercial awareness and initiative are essential. 

Why join us 

• Be part of a business that is already successful and scaling internationally, revolutionising  AML. 

• Work in the next big market for APLYiD. 

• Have a direct impact on revenue retention and customer growth. 

• 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, accountability, and a genuine interest in building long-term customer partnerships.

If you want to own outcomes, build meaningful relationships, and contribute to the next phase of  APLYiD’s growth, we would love to hear from you.