Manager, Customer Success

Stake is looking for a Manager, Customer Success to join us at our Bondi Junction HQ, with a flexible hybrid working model (3 days in the office, 2 WFH).

We’re an Australian investing platform on a mission to help ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, Stake has grown fast from a fintech startup into a robust financial services company with even bigger plans. Today we have 500,000+ global customers and more than A$3 billion under administration.

Ambition defines our customer base as well as our team. Our working environment is energetic, collaborative and supportive. Stake’s internal mantra is ‘never settle’ and everyone is encouraged to take ownership and challenged to deliver high-quality execution.

This role is your chance to contribute in making a lasting impact on the financial security of thousands and thousands of Aussies and Kiwis.

About this role

As a Manager, Customer Success you will play a pivotal role in building a quality, efficient and scalable team that drives exceptional customer outcomes whilst managing risk.

As Stake continues to grow both its customer base and revenues strongly, it’s imperative that we bring on someone with relevant Financial Services experience to elevate our Customer Success thinking, frameworks and overall experience for our customers.

Day to day you will:

• Manage our Global Customer Success function across Stake across our Trading Platform, Stake Super and other new Product releases.
• Define a vision for how Stake can succinctly identify customer pain points and touch points, feeding this into the wider business to ensure Stake has the right framework to envelop customer feedback into future product iterations.
• Identify and work collaboratively with the wider business on key strategic initiatives to enhance customer satisfaction, retention and growth.
• Develop and maintain a robust compliance and quality assurance framework, ensuring adherence to industry best practice.
• Define and maintain documentation for evolving processes and training.
• Lead and manage the team by overseeing ticket allocation, delegating tasks effectively, conducting performance reviews, and managing headcount to ensure optimal team performance and capacity.

A bit about you

• Proven Leader: You have at least 5 years of experience successfully leading and motivating teams, fostering a culture of collaboration and high performance with > 10 years experience across different Customer Centric roles.
• Financial Services Experience : You have at least 5 years of Customer Success experience within the Financial Services industry at a leadership level.
• Customer-Centric: You are passionate about understanding and advocating for customer needs, with a strong focus on delivering exceptional service, building trust and exceeding expectations.
• Strategic: You’ve demonstrated the capability to think about and build frameworks that support efficient & quality service that feeds back into the wider business to help define our Product Roadmap & Key Priorities.
• Problem-Solver: You thrive in a fast-paced environment, adept at diagnosing and resolving complex customer escalations and identifying opportunities for process improvement.
• Experienced in Complaints Handling : You possess strong complaints handling skills and at least 5 years of experience in this space, enabling you to effectively address customer concerns and understand the financial implications of decisions.

At Stake, we value hustle over honours degrees, so we’re more interested in you than your resume. If you believe this is a role you want to jump into, please apply and let us know why in your cover letter!

Benefits of working at Stake

At Stake you’ll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks.

Please see on our Careers website the list of benefits under our Grow with Stake program. They include:

• $2,500/year professional development allowance
• $1,000/year wellbeing allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance of up to $18,000 in value over 24 months
• Extra paid leave during tough times
• Discretionary performance bonus and talent referral bonus
• Employee Share Options scheme

Stake is an equal opportunity employer that values diversity. We’re proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We’re also endorsed by WORK180 as a great employer for women.

It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Financial Services category, across all of Australia and New Zealand.

So what happens next?

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. We’re a Circle Back Initiative Employer, which means we’re committed to responding to every applicant. If we think you’d be a good addition to our team, we’ll give you a call and from there, you'll cruise through our recruitment process.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.

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Last updated on Sep 18, 2024