Head of Customer Strategy

4 weeks ago

Sydney, New South Wales, Australia Pulse Recruitment Full time
Head of Customer Strategy & Delivery

Our client is a fast-growing SaaS company on a mission to bring transparency, trust, and accuracy to employee pay. Backed by powerful data and expert services, they work with some of Australia's largest employers to ensure their people are paid correctly, every time.

As they scale, they're looking for an experienced and commercially minded leader to step into the newly created Head of Customer Strategy & Delivery role. You'll take full ownership of the end-to-end customer experience for their enterprise clients (1,000+ employees), leading the charge from first engagement through to long-term success.

This is an opportunity to join a high-growth business at a defining moment. You'll sit on the leadership team, shape strategic direction, and directly influence how the platform and services evolve as the company scales.

What You'll Be Responsible For
Customer Success & Delivery
  • Lead the full customer lifecycle, from proof of concept and onboarding through to long-term retention and growth.
  • Build and manage a high-performing team of business analysts and delivery professionals.
  • Maintain strong relationships with senior stakeholders in key accounts, delivering measurable value at every stage.
  • Translate complex payroll and compliance outcomes into clear, actionable insights for clients.
  • Drive client satisfaction, expansion, and long-term retention (NPS and beyond).
Operational & Commercial Impact
  • Own delivery performance across both SaaS and services: revenue, utilisation, and profitability.
  • Build scalable systems, processes, and team structures to support delivery at pace.
  • Work closely with cross-functional teams across Product, Engineering, Sales, and Data to continually improve outcomes.
  • Support internal operations (legal, HR, finance) alongside external partners.
Strategic Leadership
  • Be the voice of the customer across the business, from product decisions to broader company strategy.
  • Lead the evolution from a services-heavy model to a SaaS-first approach, without compromising value or impact.
  • Play a key role in shaping company culture, structure, and decision-making as part of the senior leadership team.
What We're Looking For
  • Experience leading customer-facing teams.
  • Must have a strong background in Payroll solutions, SaaS and consulting or professional services.
  • Strong track record working with large enterprise clients in complex compliance environments. Any exposure to industrial relations is a major plus.
  • A commercial mindset: you can balance client satisfaction with scalable, profitable delivery.
  • Comfortable working across functions, using data, tech, and insights to drive better outcomes.
  • A natural leader; resilient, hands-on, and excited to help build something meaningful.
  • Experience with contracts, HR ops, or finance admin is useful, but not essential.
  • Need to be a permanent resident or an Australian Citizen
Why This Role Stands Out
  • Be part of a purpose-led company tackling complex, real-world problems.
  • Join a smart, passionate, values-driven team who care deeply about what they do.
  • Play a pivotal role in shaping the future of the product, the team, and the company itself.
  • Enjoy flexibility, autonomy, and a hybrid working environment.
  • Competitive salary with strong performance upside.
Ready to make your mark?
If you're a strategic leader who loves driving impact and scaling success, we'd love to hear from you.
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