Customer Success Manager

THE ROLE

We are looking for a Customer Success Manager to lead our existing customer and retentions function responsible for driving utilisation repeat business and long-term customer value across Lumis portfolio.

This role leads a growing team of sales and support specialists and has full accountability for team performance capability uplift and conversion outcomes across our existing customer base.

Lumi operates with a strong broker-led distribution model and this role plays a key part in ensuring our customer success approach works in partnership with our broker network. The team must engage customers in a way that supports brokers protects relationships and helps generate repeat opportunities through the channel.

You will work closely with Sales Broker Distribution Marketing Strategy Data Credit and Product to ensure the team is targeting the right customers having the right conversations and consistently converting opportunities into funded deals.

This is a key leadership role within the Sales & Distribution function with strong visibility across the business and the opportunity to grow into a broader leadership position as the function scales.

WHAT YOULL BE RESPONSIBLE FOR

Lead and develop Lumis Customer Success / Retentions team driving strong performance across utilisation refinance rollover and repeat originations

Own team conversion outcomes across the existing customer base ensuring consistent activity pipeline discipline and high-quality customer engagement

Build deep sales capability across the team coaching for stronger discovery positioning objection handling and closing

Upgrade talent capability through hiring development performance management and clear expectations

• Ensure the team operates in line with Lumis broker-led model engaging customers in a way that supports brokers and strengthens channel relationships
• Work closely with Broker Distribution teams to coordinate customer engagement maximise repeat opportunities and maintain broker trust
• Partner with Marketing to design and execute campaigns that increase customer utilisation and repeat funding
• Work with Strategy and Data to ensure the team has clear prioritised customer target lists and actionable insights
• Drive a strong prospecting culture across the team with clear activity standards and accountability
• Improve customer understanding across the function ensuring the team can identify funding needs early and position Lumi solutions effectively
• Collaborate with Credit Product and Operations to remove friction and improve customer conversion and experience
• Contribute to overall revenue and portfolio performance taking ownership of the success of the existing customer book
• Continuously refine playbooks processes and team structure to support scale as the business grows

WHY THIS ROLE MATTERS

This function is critical to Lumis growth.

Our existing customer base represents one of our biggest opportunities and this role is responsible for ensuring we maximise utilisation retention and lifetime value while continuing to support our broker-led distribution strategy.

We are looking for someone who can take ownership of this area build a high-performing team and help shape what this function becomes as Lumi continues to scale.

Qualifications :

THIS PERSON IS SOMEONE WHO

Has proven experience leading a high-performing sales account management or customer success team

Has strong commercial instincts and is motivated by revenue conversion and performance outcomes

• Understands how to operate in a broker / intermediary-led environment and can balance customer engagement with channel relationships
• Can build structure discipline and clarity in a fast-moving environment
• Is confident coaching sales conversations and developing capability in others
• Understands how to use data to drive targeting prioritisation and results
• Is comfortable working cross-functionally with sales broker teams marketing credit product and operations
• Takes ownership and naturally thinks like a business owner not just a team manager
• Thrives in a growth environment where the role will evolve over time

Experience in lending fintech financial services or B2B sales environments is highly regarded.

Additional Information :

PERKS & BENEFITS

Wellbeing: Free counselling seasonal activities Wellbeing Allowance wellness room flu shots

Work Life: Home Workspace Allowance Purchased Leave Parental Leave Parental Flex Leave Lumi Life Leave for challenging events breastfeeding/expressing space

Social & Food: Monthly lunches regular celebrations stocked kitchen beer & kombucha on tap board games rooftop BBQs

Rewards & Recognition: Competitive pay referral bonuses shout-out recognitions

Community Support: Paid volunteer leave diversity celebrations company volunteer days

Career & Growth: Advancement opportunities higher education sponsorship hackathons

Remote Work :

No

Employment Type :

Full-time