Customer Success Manager
Caruso is the AI-native fund administration platform for private markets. We replace legacy systems with modern software and integrated services, helping fund managers save time, impress investors, and grow AUM.
Since launching just over two years ago, Caruso has grown rapidly to $80B+ in assets, 900+ funds, and 80,000+ investors on the platform. We just completed our Series A capital raise, and are looking for smart, ambitious people to help us build a global business.
Learn more at getcaruso.com.
Role summary
As Caruso scales, we're building a dedicated Customer Success function that separates proactive account management from day-to-day support. This role is the AU-focused CSM on that team.
Your primary responsibility is to own a portfolio of AU clients post-implementation, driving deep adoption, retention, account health, and long-term growth. You will be the named relationship owner for your accounts, running structured engagement cadences, leading business reviews, and ensuring clients are realising ongoing value from the platform.
This is a pure account management and success role — reactive support is handled by a dedicated support function, giving you the space to focus on what matters: building trusted relationships and driving outcomes.
Ideal for someone who enjoys building long-term partnerships, thinking commercially, and operating
What you'll do:
Own a portfolio of clients post go-live, driving adoption, retention, and long-term success.
This role combines proactive customer success with responsive client support — you'll own both the relationship and the queue.
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.
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.
