Head of Customer Success

4 weeks ago

Melbourne, Victoria, Australia Advanced Personnel Management Full time

Are you a strategic relationship-builder with a passion for customer experience and team leadership? Do you thrive in fast-paced environments and love turning great service into lasting partnerships? If so, we'd love to meet you.

About the Role

As our Head of Customer Success, you'll step into a pivotal leadership role, guiding a talented team of Customer Success Managers and Wellbeing Coordinators. You'll be the driving force behind our client relationships ensuring seamless service delivery, growing key accounts, and championing customer satisfaction across our wellbeing and consulting services.

This is a 12-month parental leave cover, offering a unique opportunity to lead in a high-impact, purpose-driven organisation that supports mental health and wellbeing across Australia.

What You'll Be Doing
  • Leading strategic account management
  • Overseeing service delivery and enhancing the customer journey
  • Managing contracts, renewals, and compliance
  • Coaching and developing a high-performing Customer Success team
  • Collaborating with senior leaders to drive business growth
  • Securing client testimonials and case studies to support our mission
About You

You're a confident communicator, a natural leader, and a customer advocate. You bring:

  • 3+ years in account management and team leadership
  • Strong commercial acumen and stakeholder management skills
  • Advanced Microsoft Office skills (Word, PowerPoint, Excel)
  • A proactive, solutions-focused mindset
  • Experience in wellbeing, consulting, or professional services (a bonus)
Why Join Us?

We're part of the APM Group, a global human services leader with 16,000+ professionals across 11 countries. Our mission is simple yet powerful: to enable better lives. Here, you'll find room to grow, support to succeed, and a community that cares deeply about what we do—and how we do it.

Diversity Makes Us Stronger

At FBG, we believe diversity is essential to our success. We proudly welcome people of all ages, backgrounds, abilities, cultures, and identities—including Indigenous Australians and the LGBTQIA+ community.

Ready to lead with purpose?
Call Vicki on for a confidential conversation or hit APPLY now to take the next exciting step in your career.

#FBG


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