Are you an experienced customer success and operations leader who thrives on driving meaningful change, improving customer outcomes, and bringing teams together to solve complex challenges?
We're partnering with an innovative and growing Australian software business seeking a strategic Head of Customer Success to lead customer governance, operational excellence, and business improvement initiatives across the organisation.
This is a high-impact leadership role that sits at the intersection of customer experience, operations, service delivery, and executive stakeholder management. You'll have the opportunity to influence business-wide strategy while ensuring teams remain focused on delivering exceptional customer outcomes.
The Opportunity As the Head of Customer Success, you'll serve as the voice of the customer within the business, championing initiatives that improve customer satisfaction, operational performance, and organisational effectiveness.
You'll own the customer escalation framework, lead strategic improvement programs, develop customer health and feedback initiatives, and work closely with leadership teams to identify opportunities that support growth, scalability, and long-term success.
This role would suit someone who enjoys combining strategic thinking with hands-on execution and has a proven track record of leading cross-functional initiatives within a SaaS or enterprise software environment.
What You'll Be Doing
- Acting as the executive point of contact for significant customer escalations and critical business issues.
- Managing complex stakeholder relationships and leading customer recovery plans when required.
- Establishing and enhancing customer success governance frameworks, reporting, and escalation processes.
- Building and leading Voice of Customer (VoC) programs that translate feedback into tangible business improvements.
- Developing customer health frameworks and identifying opportunities to proactively reduce customer risk.
- Conducting root cause analysis and leading post-incident reviews to identify systemic improvements.
- Driving continuous improvement initiatives across customer success, service delivery, operations, and product teams.
- Leading post-implementation review programs to improve onboarding, delivery methodologies, and customer experiences.
- Developing operational dashboards, reporting, and performance metrics to support business decision-making.
- Coordinating cross-functional initiatives across Product, Support, Professional Services, Customer Success, and Leadership teams.
- Supporting organisational change programs and driving accountability across key projects and priorities.
- Leveraging AI and emerging technologies to improve operational effectiveness and business outcomes.
- 10+ years' experience within Customer Success, Operations, Service Delivery, or related leadership roles.
- Proven success within SaaS, software, or enterprise technology environments.
- Strong experience managing executive-level customer relationships and escalations.
- Demonstrated ability to lead cross-functional programs and influence outcomes across multiple business units.
- Experience building customer health frameworks, Voice of Customer programs, and continuous improvement initiatives.
- Strong analytical and problem-solving capabilities with the ability to identify trends and address root causes.
- Exceptional stakeholder engagement, communication, and presentation skills.
- Experience driving organisational change, business transformation, and operational improvement.
- Commercially minded with a strong customer-first approach.
- A passion for leveraging technology and AI to improve business performance and customer outcomes.
You'll be joining a forward-thinking technology company that is committed to innovation, operational excellence, and delivering outstanding customer experiences.
The business offers a collaborative and supportive environment where senior leaders are empowered to make a real impact and influence the future direction of the organisation.
Benefits include:
- Hybrid working arrangements
- Modern office located in Chippendale
- Free team lunch every Wednesday
- High-impact leadership role with direct influence on business strategy
- Opportunity to lead transformational customer and operational initiatives
- Collaborative and highly engaged leadership team
- Exposure to innovative SaaS, automation, and AI technologies
- Ongoing professional development and career growth opportunities
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
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