Head of Customer Success
Posted on:
February 4, 2026
Job description
The Role
We're looking for an experienced and visionary leader to define and scale our Customer Success function in Australia. As the Head of Customer Success, you will be the ultimate advocate for the function, working across all customer segments - from SMB to Enterprise - to ensure the value and scope of Customer Success are understood and championed internally.
This is a chance to design a world-class customer success function that drives loyalty, advocacy, and business impact. Your leadership will be pivotal in building a function that not only retains our customers but also accelerates growth and drives product improvement.
Responsibilities
What you’ll do:
- Build and lead the Customer Success function, defining its strategy and translating that into actionable plans, the operating model and function-level KPIs
- Lead the development of a world-class customer experience, setting a high bar for quality and accountability.
- Build the framework for customer segmentation, tailored engagement models, and scalable lifecycle programs.
- Establish and maintain a deep understanding of our customers' needs across all customer segments and to serve as the executive sponsor for key customer relationships.
- Drive customer retention, satisfaction, and growth by implementing best-in-class processes and strategies.
- Work collaboratively with sales, product, and engineering teams to ensure customer feedback is integrated into product development and business strategy.
- Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver exceptional results.
Job requirements
What we will look for:
- Proven experience leading and scaling Customer Success functions, with a track record of success at a regional and/or global level.
- Demonstrated ability to work effectively across various market segments, including SMB, Mid-Market, and Enterprise.
- A strong, data-driven approach to customer success, with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS).
- Exceptional leadership and communication skills, with the ability to influence and advocate for the Customer Success function at an executive level.
- Passion for delivering extraordinary customer experiences and a commitment to never settling for "good enough."
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