Customer Success Manager - Sydney, AU
Caruso
Sales & Business Development, Customer Service
Sydney, NSW, Australia
Posted on Jan 27, 2026
Customer Success Manager - Sydney, AU
Caruso is a modern SaaS platform purpose-built for fund managers, giving them the leverage to scale sophisticated investment businesses. Our technology unifies investor onboarding, capital raising, compliance, fund administration, and automation - enhanced by expert oversight and AI-driven capabilities.
In just over two years, we’ve grown to over $30B in assets administered, 400 funds, and 30,000+ investors. Backed by top-tier institutions and expanding rapidly across APAC, the US, and beyond, Caruso is building the operating system for modern fund management.
Learn more at getcaruso.com.
Role summary
You will have the unique opportunity to work with our Head of Client Experience & Success to help define the way our Customer Success function operates as Caruso scales.
Your primary responsibility will be to support clients post-implementation, ensuring their ongoing success through strong adoption, retention, and long-term account growth. You will be a key point of ownership in the post go-live experience, combining proactive customer success with hands-on leadership of client issues and requests through to resolution.
This is a highly client-facing role, ideal for someone who enjoys building trusted relationships, driving outcomes, and operating with both pace and attention to detail.
What you'll do:
Own a portfolio of clients post go-live, driving adoption, retention, and long-term success.
Build trusted relationships with key stakeholders and run consistent client engagement (check-ins, training, business reviews).
Proactively monitor customer health and usage, identifying risks early and taking action to improve outcomes.
Own client requests and issues end-to-end, coordinating internally to ensure timely, high-quality resolution.
Partner closely with Sales and Implementation to ensure clean handovers and a seamless ongoing client experience.
Advocate for client needs internally, feeding insights into Product and Engineering to reduce friction and improve the platform.
Identify opportunities for deeper adoption and account growth, supporting expansion conversations where appropriate.
Track and report on customer success signals (health, adoption, retention risk) to guide priorities and improvements.
What we're looking for:
3+ years experience in Customer Success, Account Management, Client Support, or a similar client-facing role, ideally within B2B SaaS.
Proven ability to own a portfolio of customers post go-live, driving adoption, retention, and measurable outcomes.
Strong stakeholder management and communication skills, confident engaging with senior client contacts and building trust quickly.
High ownership mindset, you see issues through end-to-end, coordinate effectively across teams, and communicate clearly along the way.
Solid problem-solving and analytical ability, able to diagnose issues, identify patterns, and improve processes over time.
Comfortable working in a fast-moving environment where priorities shift, and able to balance proactive success work with reactive client needs.
Strong collaboration skills across Product, Engineering, Sales, and Implementation, with the ability to advocate for customers while keeping delivery pragmatic.
Experience in financial services, funds management, fintech, or other regulated industries is a plus (but not required).
Benefits
A role with genuine autonomy, impact, and visibility inside a well-funded, high-growth business.
Enjoy our premium office space with a modern fit-out in Sydney's CBD.
New workstation package including MacBook Pro, dual monitors, Apple peripherals, and AirPods Pro.
5 weeks annual leave after 2 years tenure, 6 weeks of annual leave after 3 years tenure.
Unlimited sick leave.
Extended maternity/paternity leave.
How to apply
If this position sounds like a bit of you, we'd love to talk. Please send an email to Cyran including your resume along with any examples of recent work.
Cyran Castelino, Head of Client Experience & Success
This role is only open to people with the right to work in Australia.
