Vice President, Customer

About the role

We are looking for a proven and passionate Vice President of Customer to lead our global customer operations and engagement strategy across Australia, New Zealand, and the UK. This role is central to delivering a premium, insights-led customer experience that clearly demonstrates value and return on investment for our customers - Enterprise to SMB

You will oversee all customer-facing functions - spanning onboarding, renewals, and account growth - with a sharp focus on efficiency, automation, and strategic account engagement. A critical part of your mandate will be strengthening our ability to generate and deliver actionable insights that help customers understand and communicate the impact of our product across their organisation. Reporting directly to the Chief Revenue Officer, You'll also play a key role on the senior leadership team, driving retention, advocacy, and long-term customer value.

What you’ll be doing

• Driving Renewals and Expansion: Own customer retention and upsell strategies with revenue accountability, partnering closely with the CRO and Sales leadership.
• Operational Scalability: Implement both self-serve and technology-driven solutions (AI, automation, self-service) to support scale and cost efficiency.
• Insight-Driven Value Communication: Collaborate with the data analytics team, to produce with the CS leaders, actionable insights and reports that clearly demonstrate customer ROI and impact.
• Executive Engagement & Issue Resolution: Manage high-stakes customers relationships and personally oversee complex escalations or account risk scenarios.
• Commercially-Driven Service Delivery: Lead customer operations with a sharp focus on cost-effectiveness, service quality, and contract renewals.
• Execution Excellence: Establish KPIs, playbooks, and scalable processes that ensure a consistent and differentiated customer experience across markets.
• Strategic Support to CRO: Serve as a strategic thought partner to the CRO and executive team on customer growth, lifecycle innovation, and GTM alignment.
• Customer Tribe Facilitation & Product Collaboration: Lead cross-functional collaboration through the Customer Tribe, working closely with Product and Engineering to embed customer feedback into the product roadmap; ensure alignment on feature development, iterate on releases
• Strategic Enablement of P&C Teams: Translate customer insights into actionable guidance and tools that help People & Culture leaders address WHS risks, improve employee wellbeing, and meet strategic objectives.
• Business Unit Leadership: Lead a team of 18 Customer Success Managers and leaders and ensure clarity on performance expectations and targets
• Cross-Functional Commercial Collaboration – Partner closely with Commercial, Sales, Revenue Ops and Marketing teams to ensure alignment across go to market.
• Customer Function Budget Ownership: Manage the operational budget for the customer function, ensuring efficient allocation of resources across customer segments to maximise impact.
• Corporate Partnership Relationship: Maintain relationship with external partnership providers (i.e. training provider & consultancies in Psychosocial risk) to ensure smooth referrals to providers & shared understanding of value positioning