Customer Success Manager

One of the Fastest-growing Fintechs is Hiring! Join the ANNA Money Team: Revolutionising Business Administration for Australian SMEs.

At ANNA Money, we’re more than just a mobile app and business current account—we’re transforming the way small businesses handle banking, tax, and financial admin. As a Top 25 Startup (Bloomberg, 2024) and one of the fastest-growing fintechs in Europe, we are now bringing our innovative financial services to Australia.

Our mission is simple: eliminate the hassle of tax, invoicing, and admin so that business owners can focus on their passions. By combining cutting-edge AI, automation, and intuitive financial tools, we make business administration effortless.

With over 120,000 customers and a rapidly expanding product suite, ANNA is at the forefront of fintech innovation. Now, we’re building a world-class sales and support team to accelerate our expansion.

We are seeking a proactive and customer-focused Customer Relationship Manager to join our team. The ideal candidate will play a crucial role in building strong customer relationships, ensuring our product's effective adoption, and driving customer satisfaction and retention.

What You'Ll Be Doing:

• Act as the primary point of contact for customers, managing the entire customer lifecycle from onboarding to retention.
• Monitor customer health metrics and develop strategies to improve adoption and engagement.
• Educate customers on ANNA’s platform, ensuring smooth adoption and ongoing value realisation.
• Oversee payment collections and proactively follow up on overdue balances to reduce credit risk and maintain financial stability.
• Work closely with customers to resolve outstanding payments, providing guidance and flexible solutions when necessary.
• Collaborate with cross-functional teams to address customer needs and feedback.
• Proactively identify opportunities for account growth via account usage.
• Address and resolve client issues in a timely and effective manner, ensuring high levels of customer satisfaction and retention.

Our Culture

At ANNA, we move fast, innovate boldly, and focus on impact. We believe in creating a collaborative, diverse, and inclusive work environment where everyone has a voice. You'll thrive here if you’re passionate about fintech, data, and automation.

Requirements

Qualifications:

• 1-2+ years of experience as a Customer Relationship Manager or in a similar role, preferably within the financial tech, financial services or SaaS industry.
• Strong understanding of subscription-based business models, customer lifecycle management and risk assessment.
• Excellent communication and negotiation skills, particularly in handling sensitive payment discussions.
• Ability to analyse customer data and identify key risk indicators.
• Strong problem-solving skills with a proactive and customer-centric approach.
• Ability to manage multiple client accounts and prioritise tasks effectively.

Benefits

• Hybrid working (2 days remote per week)
• Super at 11.5%
• 25 days holiday allowance every year
• Perks that include Perkbox, discounts at major stores, the Cycle to Work scheme etc
• Travel Anywhere allowance of $2,000 every year
• Continuous Learning allowance of $2,000 every year
• Growth share options (10x growth in recent years)
• Employee wellbeing, fitness and mental health support programmes