Telecommut
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Position Purpose
At Pierian, we help financial services businesses — primarily Australian mortgage brokers — scale faster by automating the administrative and compliance work that slows them down. We do this through our AI Workbench: a purpose-built ecosystem of workflow automation, AI-generated compliance documentation, and intelligent CRM tooling.
The Customer Success Manager (CSM) is the person who makes this ecosystem real for our clients. You own the entire client journey — from the ---------- nt a broker signs on, through their first 90 days of live operation, and into long-term steady-state performance. Your job is to make sure clients get value fast, stay engaged, and never have a reason to leave.
This is not a support role. This is a revenue protection and growth role. You are the frontline between a client's investment in Pierian and the outcomes they were promised.
What We're Looking For
- 3+ years owning client relationships in a SaaS, professional services, or financial services environment. You know how to manage expectations, handle difficult conversations, and turn sceptics into advocates.
- Working knowledge of BID compliance, NCCP regulations, lender panel structures, and CRM platforms (Salestrekker, Mercury, ApplyOnline). You don't need to be a broker — but you need to speak their language.
- You actively use AI tools in your daily work. You know how to write a good prompt, when to trust an AI output and when to question it, and how to help a sceptical client see the value of AI in their workflow.
- You're comfortable navigating CRM systems, browser-based tools, workflow configurations, and cloud platforms — not as a developer, but as a confident power user who can troubleshoot and adapt.
- Clear, direct, and tailored. You can write a tight performance report, run a live screen-share coaching session, and send an SMS that gets a callback — and you know which one to use when.
- You manage multiple accounts simultaneously without things slipping. You build your own systems, flag risks early, and close loops without being chased.
- Australian mortgage brokerage operations
- Mortgage CRM platforms such as Mercury, ApplyOnline, Salestrekker, or similar
- Australian residential lending processes from pre-submission through settlement
- Client onboarding, relationship management, or account management
- Working directly with Australian mortgage brokers and support teams
- NCCP compliance and lender panel processes
- Process documentation, SOP creation, and workflow improvement
- AEST business hours availability — full-time, Monday to Friday
- Excellent written and spoken English communication skills
- 2–3 years of experience working within an Australian mortgage brokerage environment
- Previous experience in Customer Success, Account Management, Client Services, Broker Support, or a similar client-facing role
- Strong understanding of Australian mortgage processes and lender requirements
- Ability to manage multiple client accounts and priorities simultaneously
- Strong problem-solving and stakeholder management skills
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Fast internet connection and professional home office setup
- Experience with AI-powered tools and workflow automation platforms
- Exposure to Mercury CRM, ApplyOnline, Salestrekker, Quickli, or Podium
- Experience creating SOPs, training materials, or process documentation
- Understanding of broker compliance requirements and operational workflows
- Experience presenting reports and performance metrics to clients
A bachelor's degree in Business, Finance, Banking, Communications, Marketing, or a related field is preferred — but not required. We value relevant Australian mortgage brokerage experience above all else.
What We Offer
Competitive salary (based on experience)
HMO coverage
Leave credits
13th Month Pay
