Customer Success Specialist - Trust & Owner Accounting

About RMS

At RMS, our people build scalable technology for the hospitality industry worldwide. We are in a high-growth, high-impact phase, applying data and AI to how we design, build, and evolve our SaaS platform. We are building for scale, speed, and long-term innovation. At RMS, every person is empowered to own their space, challenge the status quo, and make a meaningful impact.

Your Impact

Our Support team is customer-minded, hospitality-savvy, and data-driven. As a Customer Success Specialist specialising in Trust and Owner Accounting, you will bring deep expertise in owner and trust accounting to help customers navigate end of month processes, day-to-day operations on the RMS platform, and complex data discrepancies. You will troubleshoot and document product issues, contribute to internal knowledge, and be a trusted voice for customers working through some of their most detailed and high-stakes workflows.

What you'll be doing

• Supporting customers with trust and owner accounting queries, from routine day-to-day questions through to end-of-month close
• Troubleshooting and documenting product bugs and identifying enhancement opportunities
• Resolving client and implementation-specific issues with accuracy and care
• Managing multiple open cases simultaneously across varying complexity and stage
• Contributing to and building internal knowledge resources that lift the whole team
• Collaborating with colleagues across a global, 24x7 support environment

What you'll bring

• Demonstrated experience in the trust and owner accounting space, with a strong understanding of what is and is not possible in practice
• A genuine love of problem-solving and the patience to work through issues that are not immediately clear
• Strong customer communication skills, including the ability to handle complex issues with empathy and clarity
• An analytical mindset that is comfortable with a highly configurable product and a steep learning curve
• The ability to manage competing priorities without losing track of the details
• Comfort working in a hybrid model, with two days per week in the Melbourne office

Why RMS?

Growth and Progression

You will have the chance to expand your scope, develop new skills, and progress your career as the business scales.

Ownership and Autonomy

You are trusted to own your work and make decisions. We value accountability, initiative, and people who take pride in delivering outcomes.

Work That Matters

Your work will have visible impact. You will contribute to meaningful initiatives that shape how our platform evolves and how customers succeed.

Exposure to AI and Modern Ways of Working

We actively invest in AI-enabled capabilities and smarter ways of working, giving you the opportunity to learn, adapt, and build skills that matter for the future.

Remote Working

We support flexible ways of working, balancing focus time at home with collaboration and connection when working together in person.

Inclusive and Supportive Culture

We are collaborative, down-to-earth, and supportive. Diverse perspectives are welcomed, ideas are encouraged, and people are treated with respect.