Head of Customer Success

TrafficGuard Remote (Australia) Reports to COO

TrafficGuard stops invalid traffic before it burns advertiser budgets. Were ASX-listed weve grown from $1M to $16.8M ARR in five years and were now targeting $30M ARR by the end of next year organically on largely the same headcount we have today.

That growth has outpaced how we run Customer Success. Right now our COO is spending 10-20% of his own time managing customer escalations and building renewal decks himself. Thats not sustainable and its not scalable. We need someone whos already solved this problem somewhere else and wants to solve it again here with real ownership and a direct line to the C-suite.

Youll own the next stage of our Customer Success function: taking a solid technical foundation (HubSpot DocuSign a BigQuery data lake and an existing AI/Claude workflow) and turning it into a scalable tiered systemised operation that can support 200 global accounts without adding headcount.

This is a hybrid role by design not by accident. Roughly 30% of your time will be hands-on: running your own book of top-tier accounts defending TrafficGuards ROI directly with performance marketers who live in click-to-conversion data. The other 70% is building: segmentation automated reporting QBR cadence for strategic accounts and a genuine partnership with our CPO and CMO to turn customer insight into product roadmap.

Youll lead a team of three CS managers (two in London one in Perth) an analyst and a head of commercial enablement. Youll report directly to the COO with real autonomy to shape how the function runs.

• Build and own the segmentation and tiering model across our 120 (soon 200) global customers from $50K to $1M ARR accounts
• Design and run the QBR process for strategic accounts and build automated reporting for the long tail
• Use AI and our BigQuery data lake to surface customer insights at scale rather than manually building decks account by account
• Own renewals and commercial conversations for your own portfolio
• Go toe-to-toe with sophisticated performance marketers on funnel data LTV and ROI and win that conversation with data
• Partner directly with the CPO and CMO to turn what youre hearing from customers into product direction
• Build out the team and processes underneath you as the business scales toward $30M ARR

• 90 days: Youve got your own book of accounts running you understand our data lake and current reporting gaps and youve mapped the tiering model you want to build
• 12 months: Segmentation and automated reporting are live your team is running QBRs on strategic accounts without your direct involvement in every one and youre a trusted voice in product roadmap conversations
• 24 months: Youve been part of taking the business from $16.8M to $30M ARR retention is strong across a much larger customer base and the function runs on systems you built not on heroics

• Proven experience leading a Customer Success function at scale (ideally through a $15M-$30M ARR type growth journey) in ad tech martech or performance marketing SaaS. You should have done this before not be stepping up into it for the first time
• Real fluency in digital advertising and performance marketing: conversion rates funnel data LTV ROAS. Youll be in rooms with VPs of Performance Marketing and need to hold your own
• A track record of building playbooks and systems not just running ones someone else built
• Comfort working with AI tools and structured data (BigQuery experience a plus) to automate reporting rather than build it manually
• Strong commercial acumen with renewals and retention ideally with exposure to usage or spend-based billing models

• Base salary $190000-$220000 plus a commission structure targeting $300000 OTE (1% of all collectibles from renewed customers cumulative with realistic potential to exceed $100000 in commission by year two)
• Real autonomy in a lean fast-moving publicly listed company we dont clock-watch we care about outcomes
• Direct line to the COO and regular access to the CPO and CMO
• A genuinely global remit (customers across UK Europe US Brazil) with the flexibility and occasional out-of-hours calls that come with that
• The chance to be one of the people who took a public company from $16.8M to $30M ARR and to point at the systems you built to get there

Remote based in Australia (Sydney Melbourne or Perth all workable) working hours that overlap with Perth and Singapore. This isnt a 9-5 clock-in role but it is one where youll sometimes take an 8pm customer call and start exchange you get real flexibility and trust.

Youve built this exact function before somewhere smaller or somewhere similar and youre ready to do it again with real ownership a public company growth story and a seat at the table. If youre looking for a role to grow into this isnt it we need someone whos already arrived.

Required Experience:

Director