Head of Customer Success

2 days ago

Sydney, New South Wales, Australia PERSOL APAC Full time $120,000 - $200,000 per year

About the Role

We are proud to partner with one of Australia's most respected and innovative businesses to appoint a visionary Head of Customer Success. This is a strategic and hands on leadership opportunity where your expertise will directly shape customer outcomes and business performance across the APAC region.

You'll be joining a well established organisation with a strong industry reputation and ambitious growth plans.

As Head of Customer Success, you will lead a high performing team to deliver exceptional client experiences, drive retention and expansion, and influence cross functional strategies. This role offers the chance to make a tangible impact while working closely with senior stakeholders across Sales, Product, and Marketing.

Key Responsibilities

  • Lead and inspire the Customer Success team across Australia and APAC, championing a customer first culture.
  • Design and implement customer success strategies that drive satisfaction, retention, and revenue growth.
  • Build and maintain trusted relationships with senior clients, identifying opportunities for value creation and renewal.
  • Collaborate cross-functionally to align customer success initiatives with broader business goals.
  • Monitor customer health metrics and proactively manage risks to reduce churn.
  • Deliver actionable insights and reporting to senior leadership to support strategic decision-making.
  • Travel within the APAC region to support key accounts and leadership initiatives.

Professional Experience & Skills

  • 8+ years' experience in Customer Success, Retention, or Sales Leadership roles, ideally within software environments.
  • Proven success managing high-value customer relationships and delivering measurable retention outcomes.
  • Strong leadership experience within global matrix organisations, with a track record of team development and engagement.
  • Demonstrated ability to influence cross functional stakeholders and drive strategic initiatives.
  • Expertise in forecasting, budgeting, and pipeline management.
  • Proficient in Salesforce, Power BI, and other analytics/reporting tools.
  • Strong operational and organisational skills, with a history of process improvement and scalable success models.
  • Experience working across APAC markets and engaging international customers is highly desirable.

Leadership Competency

  • Drive Strategy – Ability to set direction and align teams to strategic goals.
  • Functional Expertise – Deep understanding of customer success principles and practices.
  • Engage People – Inspire and develop teams through inclusive collaboration.
  • Deliver Results – Focused on outcomes, customer satisfaction, and performance.
  • Industry Leadership – Represent the company as a thought leader in customer success.
  • Lead Change – Champion innovation and adaptability in a fast-paced environment.

Why Join?

This is a rare opportunity to join a prestigious and forward thinking business where your leadership will be instrumental in shaping customer success across a growing region. You'll be part of a collaborative, high impact environment with clear visibility and influence, and enjoy genuine career progression opportunities as the company continues to expand.

Apply now or contact Ria Cortes on for a confidential discussion.

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