Product Manager, Tenant Success

mx51 powers payment experiences for some of Australia's largest banks and acquirers. As our platform matures and our tenant relationships deepen, we're looking for a Product Manager - Tenant Success to be the voice of our products to the tenants who depend on them every day.

This is a run role, not a build role. You know our products inside out, understand tenant business problems, translate needs into clear requirements, and keep tenants informed, enabled, and supported at all times.

You'll sit at the intersection of Product, Delivery, Customer Success, and Commercial - the trusted advisor tenants turn to, the internal advocate shaping the roadmap, and the product expert their teams lean on in front of clients.

• →Tenant Relationship Management: Serve as the primary product point of contact for a portfolio of bank and acquirer tenants, running regular cadences to surface issues, share updates, and deepen platform utilisation. Manage escalations with urgency and clear communication.
• →Requirements Gathering & Advocacy: Engage tenants to uncover and document product requirements, translating real-world pain points into structured briefs. Lead workshops, write user stories and acceptance criteria, and champion tenant needs internally to influence backlog prioritisation.
• →Platform & Product Expertise: Develop deep knowledge of the mx51 platform - configuration options, integration patterns, and acquirer-specific capabilities. Be the go-to resource for tenants and internal teams on how products work and how to get the most from them.
• →Tenant Documentation & Communications: Own tenant-facing documentation including user guides, feature overviews, and configuration references. Manage release note distribution, contextualising technical changes so tenants always know what's changing and what action is required.
• →Pre-Sales Support: Contribute to RFI/RFP responses, support tenant sales teams during client pitches, and identify opportunities where expanded product usage can unlock value for tenants and mx51.
• →Deployment & Onboarding Support: Act as product SME during tenant onboarding, UAT, and go-live activities. Document gaps between deployment expectations and platform capabilities, feeding insights back into the product process.

• Product Management or Technical Account Management experience in B2B SaaS or payments, with a track record of managing complex client relationships.
• Solid understanding of the payments landscape including acquiring, EFTPOS, payment flows, and the dynamics between banks, acquirers, POS providers, and merchants.
• Proven ability to gather, structure, and communicate requirements from client engagements with the ability to translate messy business problems into clear documentation.
• Strong stakeholder management skills, comfortable leading meetings with senior bank or acquirer stakeholders and equally comfortable working with engineers.
• Exceptional written and verbal communication, you can simplify complexity and adapt your style for technical, commercial, and executive audiences.
• Demonstrated ability to create and maintain high-quality product documentation for external audiences.
• Agile experience with Jira proficiency (epics, user stories, acceptance criteria).