Customer Success Director

Lexer is the Customer Data & Experiences Platform (CDXP) trusted by iconic brands like Optus, Zimmermann, Lorna Jane, Hairhouse and The Upside. We're now seeking an experienced and commercially minded Customer Success Director to join our team in Sydney and lead the success of our retail clients.

As a senior leader, you’ll drive deep client relationships, deliver measurable outcomes, and lead strategy, growth, and renewals. You’ll work cross-functionally across product, sales, solutions and support — and be a trusted advisor to some of the most innovative retail marketers in the region.

Essential duties may include:

In your first 30 days and beyond:

• Meet your team and cross-functional leaders across the business
• Review KPIs and embed yourself in our delivery process
• Learn the Lexer platform and lead a CDP training session
• Build context on your clients, accounts and strategic goals
• Join key internal and client meetings to understand current state
• Establish your operating rhythm and leadership cadence

By 3 months:

• Deliver quarterly business reviews (QBRs) for all key clients
• Finalise strategic account plans and map deliverables to KPIs
• Identify at-risk accounts and implement action plans
• Lead onboarding for a new client
• Participate in team/culture events and rituals

By 6–9 months:

• Own the renewal process, driving NRR of 90%+
• Deliver growth plans and identify new opportunities
• Achieve NPS 8+
• Present internal case studies and playbooks to lift team capability
• Contribute to internal planning and roadmap development

Beyond 12 months:

• Lead account expansion and achieve net revenue growth
• Deliver strong satisfaction scores from clients and direct reports
• Cement your role as a strategic leader and industry expert