Customer Success Specialist

We're a fast-growing regtech company on a mission to make APRA reporting simpler, faster, and more accurate. Our platform transforms complex fund data into structured, validated insights - so superannuation funds, trustees, and administrators can submit with confidence and avoid costly rework. We work with some of the biggest names in the super industry, and we're looking for someone hands-on, tech-curious, and organised to own client onboarding, day-to-day support operations, and client communication. If you like solving real problems, learning a complex domain deeply, and growing with a team – this is the role for you.

The Role

This is a hands-on role sitting at the intersection of client operations, technical support, and product feedback. You'll be the primary point of contact for our clients – owning the Intercom channel, running onboarding, triaging support queries, and reducing load on the engineering team by handling application and data-related questions. Over time you'll develop a genuine working knowledge of APRA reporting and superannuation data workflows. Our clients are working through complex regulatory submissions, and they need a support contact who understands the domain, not just the software. The role is scoped around execution and delivery. You'll be working within established processes and improving them over time. And for the right person, there's a path to grow into a broader Customer Success function – taking on strategic client retention.

What You'll Own

• Client onboarding – setup, walkthroughs, and getting clients live with confidence
• Day-to-day Intercom management – inbox, workflows, knowledge base, client comms standards
• APRA data support – handling data-related queries without always escalating to engineering
• Product feedback loop – surfacing patterns and flagging improvements to product and engineering
• BAU process improvement – keeping documentation current and building out processes and AI automations during quieter periods

What We're Looking For

• Minimum of 2 years in SaaS support, client onboarding, or customer ops
• Technically capable – comfortable investigating a data issue before escalating
• Strong written communicator – you'll set the tone for how Nuj talks to clients
• Proficient with Intercom, Jira, Confluence, Google Workspace
• Curious, self-directed, and keen to develop real domain expertise in super and APRA compliance
• Must be resident on the East Coast of Australia

Nice to Have

• Intercom admin experience, SQL skills, exposure to APRA/fund administration, or a background in financial services or regtech.

Growth Path

For the right person, this role is a launchpad into a broader Customer Success function – taking ownership of client retention strategy, CSAT and NPS tracking, utilisation metrics, and proactive engagement with economic buyers at client organisations. We're building that capability and want someone who can grow into it.