Head of Customer Success

2 days ago

Brisbane, Queensland, Australia EventsAir Full time
Overview

We are looking for a Head of Customer Success to lead our global team and ensure our clients experience excellence once they onboard with EventsAir. This role combines strategic leadership, operational excellence, and a customer-first mindset to shape how customers engage with EventsAir globally.

What You'll Be Doing
  • Leading, inspiring, and growing a global team of Customer Success Managers.
  • Designing and driving a unified onboarding, implementation, and training strategy across diverse customer segments and regions.
  • Championing a culture focused on customer enablement, satisfaction, and continuous improvement – CSAT scores are your scoreboard.
  • Ensuring customers go live smoothly and on time with best-in-class onboarding experiences.
  • Building scalable customer training programs while allowing for tailored, white-glove support where needed.
  • Coaching and mentoring regional leads, empowering them to manage and inspire their own teams.
  • Defining and tracking key metrics like time-to-value and onboarding success rates to measure impact.
  • Collaborating with Product, Support, Sales, and Marketing to create a frictionless customer journey.
  • Acting as the voice of the customer to influence product innovation and business improvements.
What We're Looking For
  • 10+ years in Customer Success, Professional Services, or a similar senior post-sales leadership role in SaaS.
  • Strong experience managing global teams across multiple time zones.
  • Background in CSM with hands-on onboarding, implementation, and training experience.
  • Proven success in scaling high-performing, operationally efficient teams.
  • Exceptional communication, leadership, and stakeholder management skills.
  • Familiarity with Customer Success tools, CRM systems, and project tracking platforms.
  • Bonus points for experience in event technology.
What You'll Benefit From as an Airstar
  • Fantastic flexibility: Hybrid working arrangement for all employees.
  • We don't like burnout: Additional annual leave around Christmas to bridge public holidays.
  • Socials: Quarterly catered events or vouchers for remote workers.
  • Be a champion: We support causes such as International Women's Day and R U OKAY?
  • Grow through mobility: Opportunities for side steps, up steps, and internal secondments.
  • Be Healthy: Standing desks, wellness options, and optional wellness perks.
  • Learn and develop: Personal L&D budget toward courses or conferences.
  • Work from almost anywhere: Policy to work remotely up to two weeks per year.
  • Parenting support: Extra maternity/paternity leave and miscarriage & stillbirth leave policies.
  • Employee Assistance Program: Access to confidential counselling.
  • Recognition and rewards: A program with points and vouchers for notable work.

Ready to take the reins and elevate customer success to new heights? Apply now and help us shape the future of events. Apply now, don't just be a star, be an AirStar


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