Who We Are…

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and Recent Zealand. With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows. Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Job Type: Permanent - Full Time
Location: Sydney
Job Category: HR & Recruitment

Who We Are…

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand. With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows. Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Life & Culture…

Benefits

At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine. Some of our benefits include:

- Hybrid work set up : 3:2 split
- Paid Parental leave - 12 weeks primary, 6 weeks secondary
- Birthday leave,



YOU day each year, as well as connecting people leave (up to 2 weeks working from anywhere)
- Inhouse Learning and Development initiatives
- ELMO Social and Diversity clubs
- Wellbeing initiatives
- Mental Health/EAP programs
- Flare Benefits (great discounts, novated leasing, salary sacrifice)

Our Values

- Reimagine What's Possible - We believe innovation is human at its core. By staying open, fearless, and adaptive, we continuously push boundaries - while keeping people at the heart of everything we do.
- Obsess over Customers – Everything we do is designed to positively impact our customers.
- Help Others Thrive - Be they colleagues, communities or customers, we champion ways to help others thrive.
- Be Fearlessly Optimistic - We bring unwavering positivity to any challenge, as we know it will drive meaningful change.

Please note: Our internal Talent Acquisition team has got this covered, we’re not open to using an agency for this role.

Job Description

As Director, Customer Success, you will lead and evolve ELMO’s Customer Success team across SMB through to strategic customers. Reporting to the Chief Customer Officer, you will lead direct reports and establish the capability, standards and operating model required to make Customer Success a proactive, measurable and commercially accountable driver of adoption, retention,



expansion and customer value.

In This Role, You Will

- Lead, coach and develop 3 x direct reports and the wider 11-person Customer Success team, establishing clear standards, career pathways, accountability and a high-performance culture.
- Own the Customer Success operating rhythm across customer health, product adoption, value realisation, renewal risk, churn-save and expansion governance.
- Protect and grow ELMO’s premium Customer Success subscription services, partnering with Account Management on customer outcomes, commercial growth and team resourcing.
- Improve CSM utilisation, capacity planning and workload allocation by identifying opportunities across processes, tooling and automation.
- Continuously evolve the Customer Success operating model to reduce administrative effort, increase customer-facing time and scale capacity without compromising service quality.
- Embedded ChurnZero, automation and AI-enabled workflows to improve health scoring, early-risk detection, prioritisation, customer engagement and CSM productivity.
- Partner closely with Product, Services, Support, Customer Enablement, Solution Consulting, Engineering and Account Management to deliver a unified customer experience and act as the senior Voice of Customer.
- Lead customer adoption and engagement programs, including bi-monthly user groups, customer content and presentations, feature and product education, and annual customer roadshows.

Desired Skills And Experience

- 10+ years’ experience across Customer Success, Strategic Account Management, Technical Account Management, Professional Services or a related B2B SaaS

📌 Director, Customer Success (Sydney)
🏢 ELMO Software
📍 Sydney