Lead, coach and develop Customer Experience Specialists
Handle complex or high-impact customer issues
Speak directly with churned and at-risk customers
Build an evidence-based understanding of customer churn across Builder, Subbie and Supplier audiences
Analyze customer, product usage, billing, support and commercial data to identify patterns, friction and churn risks
Develop, coordinate and measure retention, save and win-back initiatives
Evolve the CX model using expert support, AI and self-service
Own outcomes from AI support, including resolution quality, CSAT and deflection
Improve customer knowledge and self-service experiences
Partner with Product, Marketing, RevOps, Sales and Customer Success to address customer friction and improve retention
Represent the customer voice in business decisions
Track and communicate progress against CX and retention outcomes
Requirements
Experience leading a Customer Experience, Customer Success, Support or similar customer-facing team, ideally within SaaS or another subscription business
Ability to operate as a player-coach, setting direction, developing people and contributing hands-on
Commercial understanding of the relationship between customer experience, adoption, retention and growth
Ability to use customer and churn data to identify patterns and make decisions




Ability to turn customer insight into action and bring different teams together to solve problems
Understanding of AI, automation and self-service, including where human interaction creates customer value
Comfort experimenting, measuring results and changing course when needed
Ability to champion company values
Team-oriented mindset
Core Competencies
Demonstrates expertise in leading customer experience initiatives, utilizing data analysis to drive retention strategies, and fostering collaboration across teams to enhance customer satisfaction and reduce churn. Proficient in leveraging AI and self-service solutions to improve customer interactions and outcomes.
Highest-signal resume keywords
Customer Experience Leadership
Data Analysis for Churn Identification
AI and Self-Service Implementation
Retention Strategy Development
Cross-Functional Collaboration
Hard Skills
Data Analysis
Churn Risk Identification
Retention Strategy Development
Customer Insight Application
AI Understanding
Automation Knowledge
Self-Service Improvement
Soft Skills
Coaching and Development
Team-Oriented Mindset
Problem Solving
Adaptability
Industry Keywords
Customer Experience
Customer Success
SaaS
Subscription Business
Commercial Understanding
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📌 Customer Experience And Retention Lead (Sydney)
🏢 Jobtailor
📍 Sydney