Head of Customer Experience

Head of Customer Experience (CX)

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Head of People and Culture @ Fergus | HR | Technology| Global B2B SaaS

About Us

Fergus is on a mission to give tradespeople around the world complete clarity and control over their business. Our platform helps them get paid faster, manage teams more effectively, and make smarter decisions—freeing up time to focus on what really matters.

With offices in New Zealand, Australia, and the UK, we're a profitable SaaS company in high-growth mode, and 2025 is shaping up to be a big year. We've got an ambitious roadmap, global momentum, and a team full of smart, humble humans who genuinely care about building something great together.

The Opportunity

This isn't your typical CX role. You'll be architecting and scaling our entire customer experience strategy from the ground up, leading a distributed team across multiple geographies, and directly impacting thousands of trade businesses worldwide. You'll report directly to our CEO and own the complete customer journey from onboarding to advocacy.

What You'll Own

What Sets You Apart

Your Experience:

• 5+ years in customer success/CX roles within SaaS or B2B tech, with 3+ years leading teams
• Proven track record designing and scaling global CX programs (SMB SaaS and Payments experience is a plus)
• Demonstrated success improving adoption, retention, and advocacy metrics at scale

Your Superpowers:

• Strategic + Operational: You design customer journeys and see them through to flawless execution
• Data Storyteller: You turn customer data into compelling insights that drive business decisions
• Influence Master: You bring teams together across functions, even without direct authority
• Change Champion: You guide teams and customers through transitions with clarity and empathy

Why This Role Will Accelerate Your Career

Direct CEO Impact: Your strategies will directly influence our global growth trajectory

Global Scale: Lead customer experience across multiple markets and time zones

Growth Stage: Join us at the perfect inflection point—established product, expanding market, scaling fast

Cross-Functional Influence: Shape product development, sales strategies, and marketing initiatives through customer voice

Innovation Opportunity: Build frameworks and programs that will become industry benchmarks

Ready to Make Trade Businesses Thrive?

If you're a seasoned Customer Success leader who gets energized by the challenge of scaling global customer experience programs, loves turning data into customer success stories, and wants to make a real impact on small business owners' lives—we want to hear from you.

Wellbeing – 4 extra paid "ME" days per year, EAP support, inclusive team events

Equity – All team members join our ESOP (share scheme) after 1 year

Parental Leave – 10 weeks of additional paid leave + more support for new parents

Development & Culture – Annual L&D budget, company-wide training, transparent leadership, reward & recognition programs

Transport Allowance – Monthly contribution to help with your travel costs

Work Setup – Hybrid model: 3 days a week in our Wooloomooloo office (Tues, Wed, Thurs)

Seniority level

• Seniority levelExecutive

Employment type

• Employment typeFull-time

Job function

• Job functionBusiness Development and Sales
• IndustriesSoftware Development

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