Head of Customer Success

2 weeks ago

Surry Hills, Australia Ideagen Full time

About Us:
**Location - Australia**

**Function - Customer Success**

**Department - Customer**

**Working Pattern - Hybrid**

**Benefits -**Benefits and Rewards**

**DEI -**DEI Strategy Launch**

**Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out.**

We’re looking for a hands-on **Head of Customer Success** to lead and grow our team across the Mining, Utilities, and Construction sectors. This player-coach role involves managing key enterprise accounts while guiding a team of Customer Success Directors and Managers.

**Responsibilities**:
**Customer Leadership**:

- Manage a select portfolio of strategic enterprise accounts, ensuring high-level engagement and measurable value delivery.

**Team Management**:

- Lead, mentor, and grow a team of Customer Success Directors and Managers, promoting a culture of accountability, excellence, and customer focus.

**Retention & Growth**:

- Own and drive Gross and Net Revenue Retention (GRR/NRR) metrics. Support the team in identifying expansion opportunities and proactively addressing churn risks.

**Customer Advocacy**:

- Champion customer success by leading initiatives such as case studies, executive sponsorship programs, and reference activities to build strong customer advocates.

**Cross-Functional Collaboration**:

- Work closely with Sales, Product, Support, and Marketing to ensure a seamless and consistent customer experience across all touchpoints.

**Industry Expertise**:
**Operational Excellence**:

- Develop and implement scalable processes, playbooks, and customer health frameworks to ensure consistent and effective success delivery.

Skills and Experience:

- 8+ years of experience in Customer Success, Account Management, or Consulting, with a strong track record in leadership roles.
- Proven success managing enterprise accounts within the Mining, Utilities, or Construction industries.
- Demonstrated ability to coach and develop high-performing customer success teams.
- Strong commercial acumen, with hands-on experience driving renewals and identifying upsell opportunities.
- Executive presence with excellent communication, stakeholder management, and relationship-building skills.
- Proficient in customer success platforms, reporting tools, and CRM systems (e.g., Gainsight, Salesforce, Tableau).

**About Ideagen**

The Ideagen platform suite, and other solutions, is designed to help businesses manage governance, compliance, and operational efficiency. These solutions continuously evolve to meet business needs and provide professionals with insights to drive improvements. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

**What is next?**

Enhance your career and make the world a safer place

**#LI-Hybrid #LI-Fulltime

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