Location - Australia

Function - Customer Success

Department - Customer

Working Pattern - Hybrid 

Benefits – Benefits and Rewards

DEI - DEI Strategy Launch

Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out.

The Customer Success Director leads the strategy for customer success by using data to set goals and create customer-focused initiatives. It involves managing top-tier accounts, mentoring team members, and building a positive team culture. As a bridge between customers and the product team, the director ensures customer feedback shapes product improvements. They track key performance metrics, report on results, and continuously improve strategies to increase customer value and reduce churn—supporting both customer and company growth.

Strategic Leadership

• Define and drive the vision, goals, and roadmap for customer success initiatives.
• Leverage customer data and performance metrics to identify trends, risks, and growth opportunities.
• Design and implement scalable customer success programs, onboarding experiences, and retention strategies.

Team Development & Coaching

• Mentor and support team members through regular coaching, feedback, and skill development.
• Collaborate with leadership to foster a high-performing, motivated, and collaborative team culture.

Customer Advocacy

• Serve as the voice of the customer across the organization, ensuring their needs and feedback inform product and service improvements.
• Partner with cross-functional teams to align customer success efforts with broader business objectives.

• Strategic Leadership: Develops and executes customer success strategies aligned with business goals, fostering cross-functional collaboration and team alignment.

• Data-Driven Decision Making: Translates complex customer data into actionable insights using health scores and data visualization to guide strategic planning.
  
  

• Project Management: Leads customer success initiatives with precision, ensuring timely delivery, budget adherence, and optimal resource utilization.
  
  

• Sales & Marketing Alignment: Integrates customer success with sales and marketing efforts to boost product adoption, renewals, and upsell opportunities.
  
  

• Technology Enablement: Utilizes CRM platforms and analytics tools to streamline operations and enhance customer engagement.