Customer Success Director

3 weeks ago

Sydney, New South Wales, Australia Partale Full time
Sydney, CBD

Full-Time, Permanent Opportunity

About our client

Our client is a leading provider of registry, employee share plans, and fund administration solutions in Australia. With a strong focus on innovation, compliance, and client service, the business supports a growing portfolio of funds across various asset classes, including property, listed and private equity, credit, and venture capital.

About the role

The Client Services Director - Employee Share Plans is responsible for ensuring an exceptional client experience in the management and execution of our clients' Employee Share Plan (ESP) services. This role will oversee client onboarding, relationship management, service delivery, and ongoing client success initiatives to drive engagement, retention, and growth within the ESP segment.

Key responsibilitiesClient Success & Strategic Relationship Management
  • Lead Customer Success for Employee Share Plans, focusing on a client-first approach to boost satisfaction and long-term value.
  • Manage executive relationships with key clients, providing proactive solutions that align with their business goals.
  • Act as a senior point of contact for complex issues, ensuring quick resolution and maintaining a reputation for excellent service.
Operational Excellence & Service Delivery
  • Oversee the administration of Employee Share Plans, ensuring accuracy, efficiency, and compliance.
  • Partner with cross-functional teams to optimize service delivery and platform performance.
  • Define and implement best-practice frameworks for all aspects of ESP administration.
Client Onboarding & Platform Adoption
  • Lead the end-to-end onboarding for new clients, ensuring a high-quality experience.
  • Design and deliver training programs to accelerate platform adoption and maximize value.
  • Use data to identify pain points and enhance the overall client experience.
Growth, Retention & Strategic Expansion
  • Drive client growth through cross-sell and up-sell initiatives.
  • Develop strategies to foster loyalty, reduce churn, and extend client value.
  • Collaborate with Sales, Marketing, and Product teams on go-to-market strategies.
  • Establish and scale a Trustee Office to support client needs and enhance governance.
Leadership & Capability Development
  • Lead a high-performing Customer Success team with expertise in Employee Share Plans.
  • Cultivate a performance-driven culture focused on accountability and client outcomes.
  • Implement development programs to upskill the team in client management and compliance.
Risk, Compliance & Governance
  • Ensure all ESP services adhere to legal, regulatory, and corporate governance standards.
  • Monitor industry and regulatory changes, adapting processes and communication as needed.
  • Implement proactive risk management strategies to identify and mitigate potential issues.
About our ideal candidate

We are looking for a highly reliable and trustworthy professional who acts with integrity and takes accountability for their work. You have a strong attention to detail, consistently delivering high-quality results while managing competing priorities and meeting deadlines.

This individual excels at building and maintaining positive stakeholder relationships, using diplomacy to navigate challenging situations. They demonstrate strong risk management skills and exercise sound judgment in decision-making, providing confident guidance to others.

Experience
  • Minimum 8–10 years' experience in equity plan administration, with at least 3–5 years in a leadership or client-facing role in financial services.
  • Experience overseeing the operational delivery of share plan services, including onboarding, administration, and reporting.
  • Strong leadership experience, with a track record of building and developing high-performing client service or operations teams.
  • Familiarity with share plan administration platforms and collaboration tools (e.g., JIRA, Confluence, Excel).
  • Strong background in regulatory compliance, risk management, and corporate governance within Employee Share Plans.
Skills
  • Proven experience managing or advising on Employee Share Plans (e.g., RSUs, Options, Performance Rights) in listed or unlisted company environments.
  • Strong understanding of Australian ESP regulatory frameworks (ASIC, ATO, Corporations Act) and compliance requirements.
  • Demonstrated success leading client relationships at a senior level, including issuer resolution, retention, and growth.
Why join our client?
  • You will have a direct hand in shaping the organizational structure and driving business success through your decisions.
  • Collaborative culture with a strong focus on mentorship and development.
  • Competitive remuneration and flexible working arrangements.
How to apply

Please apply via this job advert and ensure a copy of your resume is attached. If you have any questions, you can reach out to Chloe at cbaker@partaletalent.com.au

No Agencies.

#J-18808-Ljbffr

  • Customer Success Director

    4 weeks ago

    Sydney, New South Wales, Australia Partale Talent Full time

    Customer Success Director - Employee Share Plans Customer Success Director - Employee Share Plans 2 days ago Be among the first 25 applicants Direct message the job poster from Partale Talent Elevating your team, accelerating your career.Sydney, CBD Full Time, Permanent Opportunity About our client Our client is a leading provider of registry, employee...

  • Director of Customer Success

    2 days ago

    Sydney, New South Wales, Australia UpGuard Full time US$150,000 - US$200,000 per year

    Who are we?UpGuard's mission is to protect the world's data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it's monitoring the attack...

  • Customer Success Director

    4 weeks ago

    Sydney, New South Wales, Australia Partale Talent Full time

    Customer Success Director - Employee Share PlansCustomer Success Director - Employee Share Plans2 days ago Be among the first 25 applicantsDirect message the job poster from Partale TalentElevating your team, accelerating your career.Sydney, CBDFull Time, Permanent OpportunityAbout our clientOur client is a leading provider of registry, employee share plans...

  • Senior Director, Customer Success, Apac

    17 hours ago

    Sydney, New South Wales, Australia Deputy Full time

    Deputy is a global Saa S remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States.Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries.We are backed by top global investors and recently achieved Unicorn status.At Deputy,...

  • Director, Customer Success Management

    8 hours ago

    Sydney, New South Wales, Australia Salesforce Full time

    OverviewDirector, Customer Success Management role at Salesforce. Led by focusing on Signature customers in Financial Services industries in Australia and New Zealand. Responsible for running the Signature Success business, driving renewals and growth, and aligning with Renewals and Success Plan Sellers. The ideal candidate has strong people management,...

  • Director, Customer Success Management

    6 hours ago

    Sydney, New South Wales, Australia Salesforce Full time

    OverviewDirector, Customer Success Management role at Salesforce. Led by focusing on Signature customers in Financial Services industries in Australia and New Zealand. Responsible for running the Signature Success business, driving renewals and growth, and aligning with Renewals and Success Plan Sellers. The ideal candidate has strong people management,...

  • Senior Director, Customer Success, APAC

    6 hours ago

    Sydney, New South Wales, Australia Deputy Full time

    OverviewSenior Director of Customer Success, APAC at Deputy. Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London. Our platform serves workers and workplaces across 100+ countries. We are backed by global investors and recently achieved Unicorn status.We transform frontline (hourly)...

  • Senior Director, Customer Success, APAC

    3 days ago

    Sydney, New South Wales, Australia Deputy Full time

    This is a Senior Director, Customer Success, APAC role with Deputy based in Sydney, NSW, AU == Deputy ==Role Seniority - directorMore about the Senior Director, Customer Success, APAC role at DeputyDeputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely...

  • Senior Director, Customer Success, APAC

    1 day ago

    Sydney, New South Wales, Australia Deputy Full time

    Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States. Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status.At...

  • Senior Director, Customer Success, APAC

    3 days ago

    Sydney, New South Wales, Australia Deputy Full time $120,000 - $150,000 per year

    Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States. Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status. At...