Head of Customer Success
Head of Customer Success
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Job Description
About Us
Location - Australia
Function - Customer Success
Department - Customer
Working Pattern - Hybrid
Benefits Benefits and Rewards
DEI - DEI Strategy Launch
Salary - this will be discussed at the next stage of the process if you do have any questions please feel free to reach out.
Were looking for a hands-on Head of Customer Success to lead and grow our team across the Mining Utilities and Construction sectors. This player-coach role involves managing key enterprise accounts while guiding a team of Customer Success Directors and Managers.
Responsibilities
Customer Leadership
- Manage a select portfolio of strategic enterprise accounts ensuring high-level engagement and measurable value delivery.
Team Management
- Lead mentor and grow a team of Customer Success Directors and Managers promoting a culture of accountability excellence and customer focus.
Retention & Growth
- Own and drive Gross and Net Revenue Retention (GRR/NRR) metrics. Support the team in identifying expansion opportunities and proactively addressing churn risks.
Customer Advocacy
- Champion customer success by leading initiatives such as case studies executive sponsorship programs and reference activities to build strong customer advocates.
Cross-Functional Collaboration
- Work closely with Sales Product Support and Marketing to ensure a seamless and consistent customer experience across all touchpoints.
Industry Expertise
- Apply deep knowledge of the Mining Utilities and Construction sectors to tailor strategies and provide consultative value to customers.
Operational Excellence
- Develop and implement scalable processes playbooks and customer health frameworks to ensure consistent and effective success delivery.
Skills and Experience
- 8 years of experiencein Customer Success Account Management or Consulting with a strong track record in leadership roles.
- Proven success managing enterprise accountswithin the Mining Utilities or Construction industries.
- Demonstrated ability to coach and develophigh-performing customer success teams.
- Strong commercial acumen with hands-on experience driving renewals and identifying upsell opportunities.
- Executive presencewith excellent communication stakeholder management and relationship-building skills.
- Proficient in customer success platforms reporting tools and CRM systems (e.g. Gainsight Salesforce Tableau).
About Ideagen
The Ideagen platform suite and other solutions is designed to help businesses manage governance compliance and operational efficiency. These solutions continuously evolve to meet business needs and provide professionals with insights to drive improvements. We have offices all over the world including America Australia Malaysia and India with people doing lots of different and exciting jobs.
What is next
If your application meets the requirements for this role our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process please let us know if you require any reasonable adjustments by contacting us at All matters will be treated with strict confidence.
At Ideagen we value the importance of work-life balance and welcome candidates seeking flexible working arrangements. If this is something you are interested in please let us know during the application process.
Enhance your career and make the world a safer place!
#LI-Hybrid #LI-Fulltime
Required Experience:
Director
Employment Type
Unclear
