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About the Role

The Client Services Manager will be a trusted partner for a portfolio of SMSF customers, building strong relationships, guiding customers through important moments, and ensuring every interaction reflects Stake's high standard of service. This role involves working across customer success, operations, and administration to help customers maximize their SMSF benefits and identify opportunities for experience improvement.

Responsibilities

Become a trusted advisor to your portfolio of SMSF customers, building long-term relationships that drive exceptional satisfaction and retention.
Create consistently high-quality customer experiences across phone, chat, and ticket channels, helping customers navigate important financial decisions with confidence.
Develop deep SMSF expertise and become a go-to resource for customers and colleagues on administration, processes, and best practice.
Identify opportunities to improve customer journeys, helping simplify experiences and raise the bar for service across the business.
Partner closely with Operations, Accounting, and other teams to deliver seamless outcomes and resolve complex customer challenges efficiently.
Proactively uncover growth and retention opportunities, contributing to the continued expansion of Stake Super.
Help strengthen internal knowledge, documentation, and processes that enable the team to scale while maintaining quality.
Build a reputation for ownership, judgment, and customer obsession, consistently delivering outcomes that make customers better off.

Requirements

Experience managing customer relationships in financial services, superannuation, wealth administration, or a similarly complex environment.
Ability to build trust through clear communication, empathy, and follow-through.
Strong attention to detail combined with the ability to move quickly and manage competing priorities.
Proactive problem-solving skills and a drive to take ownership of outcomes.
Ability to simplify complex information and explain technical concepts clearly and actionably.
Enjoyment of collaborative work across teams and motivation by improving customer experiences and internal processes.

Skills

Customer Relationship Management
Financial Services
Superannuation
Wealth Administration
Communication
Empathy
Attention to Detail
Problem Solving
Process Improvement
Customer Experience

Location

Sydney

Work Type

Hybrid

Experience Level

Mid-level

Benefits

Opportunity to work with autonomy
Learning from talented industry professionals
Meaningful role in a growing company
Professional development allowance
Up to 16 weeks of paid parental leave
Childcare allowance
Wellbeing support
Annual leave swap days
Discretionary performance bonus
SMSF 30% discount on yearly membership fee
$295 AUD annual trading credit
Stake Black account

About the Company

Stake is an Australian investing platform that helps ambitious people confidently grow their wealth by offering seamless access to ASX and Wall St.
The company has empowered a new wave of investors, with over 750,000 customers and more than A$8B under administration.
Stake aims to reshape the financial industry, inspire investor confidence, and unleash the investor in everyone.