This role is to be filled by Pointer, it is not for Pointer. The successful candidate will also receive 12 months of ongoing training and support, including advanced training programs and access to communities for professional growth - All of which is provided by Pointer in addition to internal programs.
Customer Success Manager
Location
Australia and New Zealand
Posted
9 days ago
Salary
$80K / year
Seniority
Lead
No structured requirement data.
Job Description
Customer Success Manager
Pointer Strategy
Role Description Most CS roles put you in a queue. This one puts you at the center of something that's about to get very busy. RealAML is a bootstrapped legal-tech SaaS platform built for law firms across Australia and New Zealand. AML compliance, identity verification, e-signing, client onboarding — all in one purpose-built tool. Seven consecutive years of 80–100% revenue growth, positive EBITDA, and a strong financial position built without external pressure. From 1 July, new Australian legislation captures the majority of law firms under anti-money laundering compliance obligations. RealAML is positioned directly in the path of that wave — and they need someone in seat before it hits. This isn't a case of "we think demand might increase." Demo requests are already up. Support tickets are already climbing. Their current CS Manager is working at capacity and needs support now. You're not filling a gap. You're preventing a bottleneck that would cost them real revenue. What you'll actually do - Follow up on warm inbound leads — people who've clicked links in weekly marketing emails to 60,000 contacts but haven't booked a demo or converted. - Reach out to trial users who ran through their credits but didn't enter a credit card — understand what stalled them, remove the blocker, move them forward. - Shadow the current CS Manager on demos through your ramp period (~6 months), progressively taking over as product knowledge builds. - Handle inbound support tickets and client enquiries — this is a meaningful part of the role and how you'll build deep product knowledge fast. - Assist with client onboarding as new law firms move to comply with the new legislation. - Work inside a HubSpot setup being built out with lead-scoring workflows — Slack alerts will flag priority contacts for you to action. - Help the team squeeze more conversion out of a 60,000-contact database that's already engaged and already generating demand. Qualifications - You don't need to come from legal, compliance, or even SaaS. What matters is that you've proven you can manage a high volume of tasks independently, follow up without being told to, and hold a credible conversation with professionals. - You're at least a year or two into your career — not a fresh graduate. You've figured out how to manage your own workload without someone setting your to-do list. - You're outgoing and confident in writing and on the phone. Not pushy — lawyers aren't the type — but you don't fold when someone doesn't respond the first time. - You thrive in small, remote teams. Low oversight isn't a problem for you; it's how you prefer to work. - You're comfortable with AI tools and expect to use them daily. This isn't optional here. - You move quickly. A bias for action is a trait, not a performance. - You have enough humility to start junior and earn your way up — and you find that proposition interesting rather than insulting. - Some background in customer success, inside sales, SDR, or support helps. Experience with HubSpot or a similar CRM is a bonus. Neither is essential if you've got the fundamentals right. Why this is different - Most CS roles are purely reactive — tickets in, tickets out, repeat. This isn't that. - You're joining a business where the CS function is effectively the entire revenue engine. The current CS Manager runs demos, handles onboarding, manages relationships, and drives expansion — and you're being hired to learn that, then do it. - The ramp is real and the expectations are honest, but the ceiling on what you can grow into is also real. - Seven years of compounding growth, a financially strong business, and a regulatory tailwind that's about to send inbound demand through the roof. - The timing here isn't an accident. If you get in before July, you'll be embedded before the hardest part starts — and you'll be the person who helped them handle it. Benefits - $80,000 base + quarterly discretionary bonus — with real earning growth for high performers. - Seven years of unbroken growth at 80–100% YoY. Bootstrapped, financially strong, and not going anywhere. - Remote-first role with fortnightly co-working in Brisbane — genuine flexibility, not "flexible where possible." - AI-native team. They mandated AI adoption company-wide. You'll be working with tools that actually save time, not IT-approved ones that waste it. - Travel as you grow into the role — visit cities across AU and NZ every couple of months. - Real urgency. Real timeline. Real chance to establish yourself before the July wave hits. Apply or reach out to Ilana Goldman to find out more.
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