Team Lead

Lead, mentor, and empower a high-performing Customer Engagement team
- Join a growth-focused organisation that values innovation & customer success
- Shape strategies that enhance service quality and deliver measurable value
- Lead, mentor, and empower a high-performing Customer Engagement team
- Be part of a collaborative, growth-focused organisation that values innovation and customer success
- Shape strategies that enhance service quality and deliver measurable value

**Shape the customer experience. Lead a high-performing team. Drive exceptional service.**

At Fusion5 we're more than a solutions provider - we're Transformation Partners. We help ambitious organisations across Australia and New Zealand go beyond software to unlock more value, freedom, innovation, and impact from their technology investments. We're passionate about helping customers succeed, and we bring the same energy to supporting our people.

We're now looking for a **Team Lead - Customer Engagement** to lead our Customer Success Managers (CSMs) and Engagement Coordinators, ensuring our managed services customers receive exceptional service and lasting value.

You'll be a commercially savvy professional who thrives on building strong client relationships and driving growth. You'll bring experience in contract negotiations and renewals, paired with excellent communication, problem-solving, and organisational skills. If you're passionate about leading high-performing teams and delivering exceptional customer outcomes, we'd love to hear from you.

**About the Opportunity**

As Team Lead, you'll provide leadership, mentoring, and day-to-day operational oversight to our customer engagement team. You'll champion proactive relationship management, ensuring high levels of satisfaction, retention, and advocacy. You'll also drive service quality, operational efficiency, and continuous improvement, while supporting commercial outcomes for Fusion5's managed services business.

**What you'll do**
- Lead, mentor, and develop the Customer Engagement team to achieve high performance
- Ensure proactive customer management and regular engagement meetings
- Serve as an escalation point for significant customer issues, working closely with internal stakeholders to resolve them
- Oversee service delivery quality, ensuring alignment with contracted services and ITIL best practices
- Monitor and improve service metrics, operational processes, and customer value
- Manage contract-related documentation, invoicing, and reporting
- Support renewals and identify upsell opportunities in partnership with the CSM team
- Foster strong customer relationships built on trust, transparency, and delivery excellence

**What you'll bring**
- 5+ years' experience in Customer Success or Service Delivery, including at least 2 years in a leadership or team lead role within a technology or managed services environment
- A solid understanding of IT service management frameworks (ITIL preferred)
- Commercial acumen with experience contributing to contract negotiations and renewals
- Excellent communication, problem-solving, and organisational skills
- A passion for building high-performing teams and delivering outstanding customer outcomes

**What's in it for you?**

Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer, and we understand it's essential to provide a workplace where our people are engaged, challenged, successful and happy. We've created just that, along with an extensive range of benefits and core values to be proud of:

- Collaborative, supportive culture where people enjoy working together
- Flexible work arrangements and a genuine focus on work-life balance
- Birthday leave, volunteer days, and regular social events
- Opportunities for professional growth with clear development plans