Manager - Customer Success & Retentions

WHO IS LUMI?

We’re a leading FinTech small business lender fuelling growth by making finance more accessible.

We deliver fast & flexible funding designed to meet the unique needs of Australian businesses. With over $1.5bn funded since 2018 and backing for 15,000+ small businesses, we're trusted for our speed, high quality service, and tailored approach.

At Lumi, we’re building a culture where people take ownership, move fast, and genuinely focus on outcomes for customers. We are looking for people who are commercially minded, curious, and driven to improve the way we work.

THE ROLE

We are looking for a Customer Success Manager to lead our existing customer and retentions function, responsible for driving utilisation, repeat business, and long-term customer value across Lumi’s portfolio.

This role leads a growing team of sales and support specialists and has full accountability for team performance, capability uplift, and conversion outcomes across our existing customer base.

Lumi operates with a strong broker-led distribution model, and this role plays a key part in ensuring our customer success approach works in partnership with our broker network. The team must engage customers in a way that supports brokers, protects relationships, and helps generate repeat opportunities through the channel.

You will work closely with Sales, Broker Distribution, Marketing, Strategy, Data, Credit and Product to ensure the team is targeting the right customers, having the right conversations, and consistently converting opportunities into funded deals.

This is a key leadership role within the Sales & Distribution function, with strong visibility across the business and the opportunity to grow into a broader leadership position as the function scales.

WHY THIS ROLE MATTERS

This function is critical to Lumi’s growth.

Our existing customer base represents one of our biggest opportunities, and this role is responsible for ensuring we maximise utilisation, retention, and lifetime value, while continuing to support our broker-led distribution strategy.

We are looking for someone who can take ownership of this area, build a high-performing team, and help shape what this function becomes as Lumi continues to scale.

WHAT YOU’LL BE RESPONSIBLE FOR

Lead and develop Lumi’s Customer Success / Retentions team, driving strong performance across utilisation, refinance, rollover, and repeat originations

Own team conversion outcomes across the existing customer base, ensuring consistent activity, pipeline discipline, and high-quality customer engagement

Build deep sales capability across the team, coaching for stronger discovery, positioning, objection handling, and closing

Upgrade talent capability through hiring, development, performance management, and clear expectations

• Ensure the team operates in line with Lumi’s broker-led model, engaging customers in a way that supports brokers and strengthens channel relationships
• Work closely with Broker Distribution teams to coordinate customer engagement, maximise repeat opportunities, and maintain broker trust
• Partner with Marketing to design and execute campaigns that increase customer utilisation and repeat funding
• Work with Strategy and Data to ensure the team has clear, prioritised customer target lists and actionable insights
• Drive a strong prospecting culture across the team, with clear activity standards and accountability
• Improve customer understanding across the function, ensuring the team can identify funding needs early and position Lumi solutions effectively
• Collaborate with Credit, Product, and Operations to remove friction and improve customer conversion and experience
• Contribute to overall revenue and portfolio performance, taking ownership of the success of the existing customer book
• Continuously refine playbooks, processes, and team structure to support scale as the business grows

THIS PERSON IS SOMEONE WHO

Has proven experience leading a high-performing sales, account management, or customer success team

Has strong commercial instincts and is motivated by revenue, conversion, and performance outcomes

• Understands how to operate in a broker / intermediary-led environment and can balance customer engagement with channel relationships
• Can build structure, discipline, and clarity in a fast-moving environment
• Is confident coaching sales conversations and developing capability in others
• Understands how to use data to drive targeting, prioritisation, and results
• Is comfortable working cross-functionally with sales, broker teams, marketing, credit, product, and operations
• Takes ownership and naturally thinks like a business owner, not just a team manager
• Thrives in a growth environment where the role will evolve over time

Experience in lending, fintech, financial services, or B2B sales environments is highly regarded.

PERKS & BENEFITS

Wellbeing: Free counselling, seasonal activities, Wellbeing Allowance, wellness room, flu shots

Work Life: Home Workspace Allowance, Purchased Leave, Parental Leave, Parental Flex Leave, Lumi Life Leave for challenging events, breastfeeding/expressing space

Social & Food: Monthly lunches, regular celebrations, stocked kitchen, beer & kombucha on tap, board games, rooftop BBQs

Rewards & Recognition: Competitive pay, referral bonuses, shout-out recognitions

Community Support: Paid volunteer leave, diversity celebrations, company volunteer days

Career & Growth: Advancement opportunities, higher education sponsorship, hackathons