Customer Success Specialist (Premium)

Are you ready to drive growth and deliver exceptional customer outcomes with top-tier enterprise accounts? As a Customer Success Specialist - Premium Accounts, you will build strategic relationships with key stakeholders, optimise product usage, and safeguard base revenue across our financial services solutions. Join Equifax to lead high-impact account reviews and empower our clients to power their potential

The Customer Success Specialist (CSS) joins our Customer Success team to build and maintain high-level engagement across a dedicated portfolio of premium Equifax accounts. You will work closely with Account Managers and cross-functional teams to protect run-rate revenue and drive product optimisation.

What you’ll do

• Manage and service a dedicated portfolio of premium customer accounts independently.

• Lead monthly customer review meetings with key external business stakeholders.

• Monitor and improve customer touchpoints, including CSAT, NPS, and incident resolution.

• Identify usage patterns to qualify growth and cross-sell opportunities across Equifax product lines.

• Guide clients through product optimisations, migrations, and operational process reviews.

• Facilitate client training sessions to drive adoption and stimulate product usage.

• Collaborate with Business Development Managers and Account Managers to support revenue retention.

• Resolve complex customer queries, billing issues, and ARTAD credit/debit adjustments.

• Partner with Finance, IT, Product, and Operations teams to execute customer success strategies.

• Track and report operational performance metrics, customer success stories, and risk insights.

What experience you need

• 3+ years of experience in account management, customer success, or client service roles.

• Tertiary qualification in business, commerce, finance, or a related discipline.

• Demonstrated experience handling complex billing tasks, including raising credits/debits in billing systems (e.g., ARTAD).

• Proven track record of managing enterprise clients and conducting formal business review meetings.

• Practical experience tracking and driving client performance metrics (e.g., NPS, CSAT, run-rate retention).

• Hands-on experience delivering structured end-user software or platform training sessions.

What could set you apart

• Direct experience working within the financial services, credit reporting, or fintech sectors.

• Proven expertise managing product migrations and technical onboarding projects for enterprise clients.

• Prior experience collaborating with cross-functional sales teams using CRM tools like Salesforce.

We know great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday–Thursday), paired with Friday Flexibility to wrap up your week remotely.

We are proud to hold a Reflect Reconciliation Action Plan (RAP) and encourage applications from Aboriginal and Torres Strait Islander peoples. We welcome people of all backgrounds, knowing that diverse perspectives spark the innovation we need to win.