Customer Success Representative

Company: 360 SaaS Pty Ltd — Portal 360

Location: Gurugram, Haryana, India

Hours: Sydney business hours, 9:00 AM – 6:00 PM AEST/AEDT (approx. 4:30 AM – 1:30 PM IST, shifting by an hour with Australian daylight saving)

Reports to: Founder & CEO (Sydney)

Type: Full-time

About Portal 360

Portal 360 is an AI-powered, all-in-one practice management platform built for Australian accountants, bookkeepers, fractional CFOs, and advisory firms. We're helping firms consolidate their tech stack, automate the busywork, and focus on client advisory. As we scale, our customers' success is the engine of our growth — and this role sits right at the heart of it.

The role is based out of our Gurugram office and works Sydney hours, giving you full overlap with our Australian customers and leadership team.

The role The Customer Success Representative is the human face of Portal 360 for our prospects and customers. You'll run product demos, guide current firms through onboarding and configuration, and be the trusted point of contact who makes sure customers get real value from the platform — not just access to it. Your job is to make Portal 360 firms thrive: adopted, configured well, and quietly wondering how they ever ran their practice without us.

This is a people-first role. You'll spend your days on calls, in inboxes, and on Microsoft Teams with firm owners, partners, and their teams — so how you communicate matters as much as what you know.

What you'll do

Demos & pre-sale

Run tailored product demos over Microsoft Teams for prospective Australian firms, translating features into outcomes that matter to accountants, bookkeepers, and advisors.

Follow up with leads after demos and trials — answering questions, addressing objections, and moving them toward a confident decision.

Feed prospect questions and objections back to the product and marketing teams so we keep sharpening the pitch.

Onboarding & configuration





Own the end-to-end onboarding experience for new customers — from kickoff call to go-live.

Configure Portal 360 to match each firm's workflow: entities, users and permissions, integrations, templates, automations, and branding.

Import and validate client data, ensuring a clean start on the platform.

Train customer teams through live Teams sessions, recorded walkthroughs, and written playbooks.

Ongoing customer success

Be the named contact for a portfolio of firms — proactively checking in, monitoring adoption, and surfacing features they're not yet using.

Run periodic health checks and business reviews with customers, tying platform usage to their practice goals.

Handle day-to-day questions and light support triage, escalating technical issues to the product team with clear reproduction steps.

Identify expansion opportunities (extra seats, additional modules, group entities) and pass warm leads through.

Feedback loop

Capture customer feedback, feature requests, and friction points systematically, and advocate for them internally.

Contribute to help documentation, onboarding templates, and demo scripts as the product evolves.

What we're looking for

2+ years in a customer success, account management, onboarding, or SaaS support role — ideally with SMB or professional services customers, and ideally serving international (AU, UK, or US) clients.

Exceptional spoken and written English — clear, warm, professional, with a neutral accent that Australian customers find easy to follow.

An outstanding communicator who can hold a room on a demo, defuse a frustrated email,



and translate technical detail into plain language for a non-technical audience.

A natural ability to connect with people — you build rapport quickly, listen more than you talk, and customers genuinely enjoy hearing from you. This is the difference between a good CSR and a great one, and we hire hard for it.

Comfortable running demos and speaking with confidence to firm owners, partners, and operations managers on the other side of the world.

Confident using Microsoft 365 day to day — Teams, Outlook, SharePoint, and the wider Microsoft ecosystem.

Strong understanding of how an accounting, bookkeeping, or advisory firm actually operates day to day (or the curiosity and aptitude to learn fast).

Genuinely technical enough to configure a modern SaaS platform: integrations, permissions, automations, data imports.

Organised and self-directed; comfortable owning a customer portfolio without hand-holding.

Willing and able to work Sydney business hours from Gurugram, five days a week, with a reliable early-morning start. This isn't a rotational shift — it's a consistent schedule.

Based in Gurugram or able to relocate; comfortable working from our office.

Nice to have

Prior experience serving Australian customers, or working on Australian time zones.

Experience with practice management, workflow, or CRM platforms (Karbon, Ignition, XPM, FYI, Xero Practice Manager, Canopy, etc.).

Background working in or with an accounting or bookkeeping firm.

Experience contributing to help centres, onboarding playbooks, or product training material.

Why Portal 360

Ground-floor role in a fast-growing Australian SaaS company with a clear market and real customers.

Direct access to the founder and product team — your feedback shapes what gets built.

Genuine ownership of the customer experience end to end, not a narrow slice of it.

Part of a broader group of companies (with operations across Sydney and Gurugram) and real room to grow your career.

📌 Customer Success Representative (Gurugram)
🏢 Portal 360
📍 Gurugram