Head of Customer Success

A Bit About Us

EventsAir is a leading provider of award-winning event management software to organizers of in-person, hybrid and virtual events. Our software is used extensively across the APAC region and growing rapidly around the globe with an expanding presence in North America and Europe.

As a technology leader with a long 30-year heritage in the event-tech industry, our platform and services are trusted by more than 1100 professional conference organizers, associations, corporates, government and universities.

Capable of supporting small corporate events to large multi-faceted conference and exhibitions, the EventsAir platform has been used for some of the world's most demanding events including the Rugby World Cup, London Olympics and Birmingham Commonwealth Games.

Having secured major investment from private equity firm, The Riverside Company, EventsAir is continuing to expand and accelerate its global presence in the event-tech marketplace, and we invite you to be part of this extraordinary journey.

Why Join Us

We push the limits of what is possible every day. We are a down-to-earth bunch. We have fun and are super dedicated. What motivates us to get out of bed every morning? The challenge to develop and create the world's best events management platform.

Join our team of dedicated professionals, and together, let's redefine the possibilities of event management, and leave a dent in the event tech industry.

We're on the hunt for a Head of Customer Success to lead our global team and ensure our clients experience nothing short of excellence once they come onboard.

This is your chance to combine strategic leadership, operational brilliance, and a customer-first mindset to shape how customers engage with EventsAir across the globe.

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 obsessed with 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 keeping room for tailored, white-glove support where needed.
• Coaching and mentoring regional leads, setting them up to manage and inspire their own teams.
• Defining and tracking key metrics like time-to-value and onboarding success rates to measure what matters.
• Collaborating seamlessly 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.

This position is based in our Brisbane office with a split of office work and work from home. Please note our Head of Customer Success position does not have any sales element to it, so if you are looking to drive sales and a sales team this may not be the correct role for you

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.
• A background in Customer Success Management, with hands-on expertise in onboarding, implementation, and training.
• Proven success in scaling high-performing, operationally efficient teams.
• Exceptional communication, leadership, and stakeholder management.
• Familiarity with Customer Success tools, CRM systems, and project tracking platforms.
• Bonus points for experience in event technology.

What Will you Benefit from if you Become an Airstar?

• Fantastic flexibility.
  We offer hybrid working to all employees regardless of role or level Need to do the school drop off or pick- no problem, want to attend that school dance show where your kid's starring center stage- no worries.
• We don't like burn out
  . We offer 3 extra days of annual leave to encourage downtime over the Christmas period and help bridge the gap between the public holidays: to spend time with family and friends.
• We love socials
  Socials at EventsAir are the bomb We host quarterly catered socials for all to enjoy on our covered, outdoor back deck, or vouchers for those remote working.
• Be a champion.
  We love to champion and promote causes close to our heart. Think: International Women's Day, R U OKAY? And many more awesome causes.
• Grow through mobility
  Apply for side steps, up steps and secondments through different teams when role needs arise internally
• Be Healthy
  Grab an apple from the kitchen, take a walk around the block or grab a stand-up desk for the day, even get the flu shot on the house if you want
• Learn and develop.
  Use your personal AUD1000 L&D budget towards a course, a conference or something to upskill yourself in your current role.
• Work from almost anywhere.
  Want a few extra days in that bustling city where you're on vacation? Or want to head overseas and be around your family for longer? Use the Work from almost anywhere policy to work from anywhere for 2 weeks a year
• Enjoy parenting
  Use the extra maternity and paternity leave we offer on top of your statutory allowances to spend important time with your new family. Equally, if something unfortunate occurs use our miscarriage & still birth leave policy to assist in the transitional period you are both going through.
• Struggling?
  Reach out to our Employee Assistance Program offered to all employees and lock in a counselling session with an expert for solid advice.
• Recognize and be rewarded.
  Take part in our recognition program where you can earn points and vouchers for valuable work in your role across the business.

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