Customer Success Manager

Customer Success Manager - AU/NZ About The Company Traild is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable. Just as your bank provides always on risk protection for your credit card, Traild provides a similar level of security to help businesses protect their B2B payments from fraud, errors, and mistakes. Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and IFS to help clients make their AP process more streamlined, automated and secure. We have a rapidly growing client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and, with your help, we can support more businesses in digitising their existing operations with enhanced automation and security. Hear how Traild customers speak about us here. Want to be a part of our exciting growth journey? We are looking for a Customer Success Manager to join our talented and passionate team as we continue expanding across international markets. This role sits at the heart of the customer lifecycle, working closely with clients after onboarding to ensure they are achieving long‑term value and success with our platform. As a Customer Success Manager, you will build strong, strategic relationships with your assigned portfolio of customers—serving as their trusted advisor, product champion, and primary point of contact. You will guide customers through adoption, drive engagement, and help them fully realise the benefits of our solution. This is an exciting opportunity for someone with a genuine passion for customer partnership, value realisation, and continuous improvement. This role can be based in Australia or New Zealand. Key Responsibilities Serve as the primary point of contact for an assigned portfolio of customers. Build trusted, strategic relationships with both day‑to‑day users and executive stakeholders. Understand customer goals and objectives, ensuring alignment with our solutions and desired outcomes. Drive product adoption and usage by delivering best practices, training sessions, and enablement resources. Monitor customer health scores, usage trends, and adoption metrics; take proactive measures to mitigate risks. Deliver regular business reviews, including Quarterly Business Reviews (QBRs), to demonstrate value and progress. Identify upsell and cross‑sell opportunities, partnering closely with Sales to execute on expansion. Advocate for customers to participate in reference programmes, case studies, and customer advocacy initiatives. Who You Are You are a proactive and customer‑obsessed professional who thrives on building relationships, solving problems, and driving customer value. You understand the customer journey end‑to‑end and excel at helping clients succeed post‑onboarding. You are confident engaging with stakeholders at all levels and enjoy working in a fast‑moving, scaling environment. Proven experience in customer success, account management, or a similar client‑facing role within SaaS. Experience supporting customers in the payments, accounts payable, or ERP space. A track record of driving product adoption, delivering value, and reducing churn. Strong communication, relationship‑building, and stakeholder management skills. Ability to interpret customer data, understand trends, and act proactively. Experience delivering QBRs or customer business reviews. A collaborative approach with willingness to partner across teams such as Sales, Product and Technology. Problem‑solving mindset, resourcefulness, and a drive to continuously improve both customer and internal processes. An entrepreneurial spirit with adaptability, ownership, and enthusiasm for scale‑up life. The Perks of Working at Traild Flexibility: we offer a range of remote, hybrid and flexible working options. Global team: we are growing across APAC, NA, and EMEA and have team all across the world. We are growing at an exponential rate, and this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that come with it. Our team genuinely loves working at Traild: we scored an 85 on our 2025 eNPS survey. Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment. #J-18808-Ljbffr