Customer Success Manager

Valiant has been making business finance simpler, faster and better suited to each business since 2015. We pair our own technology with brokers who know their stuff, and work with 95+ lenders to get small and medium businesses the funding they need.

We also run embedded finance for vendors and manufacturers. Their customers can apply for finance at the point of sale, through a branded Program that Valiant runs with multiple Funding Partners (banks, lessors and lenders).

The role

You'll own the relationship with our largest Program partners, so that their customers get funded fast and each Program keeps growing.

Each Program has several parties: the vendor or manufacturer, their store and sales teams, the Funding Partners that approve and book the finance, and Valiant's brokers, Product, Engineering and Operations teams. You'll be the person who keeps them aligned. When a Program works, more of the partner's customers become funded deals. When it doesn't, you find out why and get it fixed.

This role covers partners in Australia, the US and the UK. You'll bring the enterprise playbook, help shape how we run multi-region accounts, and set a sensible standard for how the team uses AI with customers.

What you'll do

• Own a book of enterprise partner accounts across Australia, the US and the UK, through the full lifecycle: onboarding, launch, growth, end of term, refresh and renewal.

• Launch new Programs: run kickoff, align partner sales teams, and get the referral and application flow live.

• Run quarterly business reviews with partner executives using Program performance data, such as application volume, conversion to funded deals and time to funding.

• Find where deals drop out or get stuck, and work with brokers, Product, Operations and Funding Partners to fix the cause.

• Own partner escalations from end to end. Triage each issue, find its impact, get the right team on it, and keep the partner informed until it's resolved.

• Work with Funding Partners on Program operations, such as stuck submissions, documentation changes, settlement questions, outages and specific credit appetite or turnaround.

• Communicate clearly during incidents. Tell partners what happened, what it means for them and what happens next.

• Be the partner's voice inside Valiant. Turn feedback and repeat issues into clear product and process requests with evidence.

• Build and improve our playbooks: multi-region account planning, Program health reporting, escalation paths, and how we raise, track and communicate issues that affect partners.

• Use AI tools every day to prepare, summarise and analyse, and help set team guidelines on where AI belongs in customer work and where it doesn't.

What you'll bring

Enterprise experience

• 5+ years in customer success, account management or partnerships, including a significant period on large accounts.

• A track record of retaining and growing accounts, with numbers to support it.

Operational and technical confidence

• You're comfortable with ticketing and support tools (e.g. Zoho Desk, Zendesk) and a CRM (e.g. Salesforce).

• You write clear, careful messages to partners, especially when something has gone wrong.

• You can turn messy data into a clear story, and you check a figure before you share it.

• You can investigate an issue before you escalate it: what happened, to which deals, since when, and what the impact is.

Multi-region experience

• You've managed customers in the US (and ideally other regions) from an APAC base, or the reverse.

• You understand how buying, compliance and communication norms differ across markets.

• You're happy to flex your hours for US or UK calls a few times a month.

AI tooling experience

• You use AI tools in your work now, for account research, meeting preparation and notes, data summaries and drafting.

• You've built or improved a workflow with AI, not only tried a chatbot.

A stance on AI

• You have a considered view on what should and shouldn't be done with AI in customer work, and you can explain your reasoning.

• In a regulated lending business, that means a person stays accountable for credit decisions, advice to a customer, anything touching customer personal or financial data, and moments that need empathy.

• You'd rather say "no, not here" with a reason than automate for the sake of it.

Nice to have

• A background in fintech, lending, equipment or asset finance, or embedded finance.

• Experience with vendor or manufacturer partner programs, including retail or store-based sales teams.

• Experience with bank, or lender partnerships.

• Experience in a technical support or support operations role.

• You've helped roll out AI tools or guidelines to a team.

• You've built customer success foundations at a growing company, such as health scores, playbooks and tooling.