About the job
Caruso is an innovative SaaS platform specifically designed for fund managers, empowering them to scale complex investment operations effectively. Our cutting-edge technology integrates investor onboarding, capital raising, compliance, fund administration, and automation, all enhanced by expert oversight and AI-driven functionalities.
In just over two years, we've successfully managed over $30 billion in assets, partnering with 400 funds and engaging over 30,000 investors. Supported by leading institutions, we are rapidly expanding across the Asia-Pacific region, the United States, and beyond, as Caruso sets the standard for modern fund management systems.
To learn more, visit getcaruso.com.
Role Summary
As Caruso continues to grow, we are establishing a dedicated Customer Success function that focuses on proactive account management, distinct from daily support operations. This position is specifically for a Customer Success Manager focusing on the Australian market.
Your key responsibility will be to manage a portfolio of clients post-implementation, driving deep adoption, retention, account health, and long-term success. You will serve as the primary relationship owner for your accounts, conducting structured engagement cadences, leading business reviews, and ensuring clients derive ongoing value from our platform.
This role emphasizes account management and client success, with reactive support delegated to a dedicated support team, allowing you to concentrate on what truly matters: fostering trusted relationships and achieving impactful outcomes.
This position is ideal for individuals who thrive on cultivating long-term partnerships, possess a commercial mindset, and excel in strategic operations.
What You'll Do:
- Manage a portfolio of clients post go-live, focusing on adoption, retention, and long-term success.
- Combine proactive customer success efforts with responsive client support — owning both the relationship and operational queue.
- Develop trusted relationships with key stakeholders and execute consistent client engagement activities (check-ins, training sessions, business reviews).
- Continuously monitor customer health and usage metrics, identifying potential risks early and implementing strategies to enhance outcomes.
- Collaborate closely with Sales and Implementation teams to ensure smooth handovers and an exceptional ongoing client experience.
- Serve as an internal advocate for client needs, relaying insights to Product and Engineering teams to minimize friction and enhance the platform.
- Identify opportunities for deeper adoption and account growth, contributing to expansion discussions when appropriate.

