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Customer Success Lead
2 weeks ago
At , we're reimagining eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps. Our mission is simple but powerful: empower our partners with tools that streamline their operations, build trust, and drive sustainable growth. We're not just a technology company—we're here to make ecommerce smarter, simpler, and more impactful, delivering solutions that inspire confidence and create real results. If you're ready to cut through the noise and focus on what really matters in a fast-moving ecommerce landscape, is where you can grow, lead, and shape the future of online retail. Join us, and help make ecommerce clearer, more efficient, and more rewarding for everyone.
Your Impact: As the Customer Success Lead at , you'll play a strategic role in shaping and improving our global customer success operations. You'll work closely with the VP of Growth to trial, implement, and scale initiatives that improve onboarding, retention, expansion, and overall customer experience. Based in our Sydney, CBD office Mon-Thurs, Friday remote, you'll be both a coach and a player—leading by example, driving adoption of new strategies within the CS team, and acting as a strategic advisor to our customers.
What You'll Do
- Strategy & Leadership
- Define and execute the Customer Success strategy for APAC, ensuring is positioned as a trusted partner to enterprise and mid-market clients.
- Lead by example in managing top-tier accounts (T0/T1), demonstrating best practice in customer engagement, escalation management, and strategic alignment
- Customer Outcomes & Retention Architect scalable onboarding, adoption, and retention frameworks (leveraging ) that deliver measurable improvements in customer satisfaction and Net Revenue Retention (NRR)
- Act as a strategic advisor to executive stakeholders, aligning their business outcomes with 's solutions to maximise long-term value realisation
- Growth & Revenue ImpactDrive expansion opportunities including partnering with Sales and Marketing on structured upsell and cross-sell plays that directly impact NRR and overall growth
- Champion early detection and proactive intervention strategies for at-risk accounts, safeguarding revenue and strengthening customer loyalty
- Insights & Continuous Improvement Translate customer usage data and feedback into actionable insights that shape strategy, influence product roadmap priorities, and improve CS performance
- Deliver clear reporting on CS outcomes, linking initiatives to retention, adoption, and commission metrics
- Operational Excellence Continuously evolve Customer Success operations, processes, and tools to increase efficiency, scalability, and impact across the global team
What You'll Bring:
- 4+ years of experience in Customer Success or Account Management, preferably in a SaaS environment
- A proven track record of leading customer success initiatives that drive measurable results
- Strong analytical and strategic thinking skills
- Clear, confident communication and relationship-building abilities
- Excellent project management skills and comfort working cross-functionally
- Familiarity with CRM platforms and CS tools (experience with a plus)
- A proactive mindset and the ability to thrive in a fast-paced, evolving environment
- Passion for customer advocacy and delivering exceptional experience
Why
- We believe in making things simpler - for our customers, and for each other. That means clarity, purpose, and progress guide everything we do.
- Customers at the heart: We obsess over their needs so we can grow together
- Purposeful progress: We don't settle. We take initiative and embrace bold thinking.
- Endless innovation: We refine, improve, and take meaningful action
- Always open: We build trust through transparency and global collaboration
