Job Description
Head of Customer Success | Operations, Customer Experience & Business Improvement
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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?
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We're partnering with an cutting-edge 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.
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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.
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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.
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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.
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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.
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What You'll Be Doing
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Acting as the executive point of contact for significant customer escalations and critical business issues.
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Managing complex stakeholder relationships and leading customer recovery plans when required.
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Establishing and enhancing customer success governance frameworks, reporting,



and escalation processes.
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Building and leading Voice of Customer (VoC) programs that translate feedback into tangible business improvements.
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Developing customer health frameworks and identifying opportunities to proactively reduce customer risk.
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Conducting root cause analysis and leading post-incident reviews to identify systemic improvements.
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Driving continuous improvement initiatives across customer success, service delivery, operations, and product teams.
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Leading post-implementation review programs to improve onboarding, delivery methodologies, and customer experiences.
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Developing operational dashboards, reporting, and performance metrics to support business decision-making.
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Coordinating cross-functional initiatives across Product, Support, Professional Services, Customer Success, and Leadership teams.
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Supporting organisational change programs and driving accountability across key projects and priorities.
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Leveraging AI and emerging technologies to improve operational effectiveness and business outcomes.
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What We're Looking For
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10+ years' experience within Customer Success, Operations, Service Delivery, or related leadership roles.
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Proven success within SaaS, software, or enterprise technology environments.
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Strong experience managing executive-level customer relationships and escalations.
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Demonstrated ability to lead cross-functional programs and influence outcomes across multiple business units.
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Experience building customer health frameworks, Voice of Customer programs, and continuous improvement initiatives.
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Strong analytical and problem-solving capabilities with the ability to identify trends and address root causes.
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Exceptional stakeholder engagement, communication, and presentation skills.
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Experience driving organisational change, business transformation, and operational improvement.
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Commercially minded with a strong customer-first approach.
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A passion for leveraging technology and AI to improve business performance and customer outcomes.
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Why Join?
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You'll be joining a forward-thinking technology company that is committed to innovation, operational excellence, and delivering outstanding customer experiences.
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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.
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Benefits include:
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Hybrid working arrangements
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Modern office located in Chippendale
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Free team lunch every Wednesday
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High-impact leadership role with direct influence on business strategy
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Opportunity to lead transformational customer and operational initiatives
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Collaborative and highly engaged leadership team
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Exposure to creative SaaS, automation, and AI technologies
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Ongoing professional development and career growth opportunities
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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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📌 Head Of Customer Success (New South Wales)
🏢 Emanate Technology
📍 New South Wales