Senior Director, Customer Success (AUSTRALIA Hybrid)

Senior Director, Customer Success

Drive Value. Shape Strategy. Lead Transformation.

We’re looking for a bold, visionary Senior Director of Customer Success to lead our AUNZ region—an influential executive role that owns the entire post‑sales lifecycle for our most complex, high‑value enterprise customers.

If you’re passionate about delivering measurable value, inspiring high‑performing teams, and driving retention and expansion at scale, this is your opportunity to accelerate impact across one of our most strategic markets.
Why This Role Matters

As the Senior Director of Customer Success, you will lead a powerhouse team responsible for delivering value realization, operational excellence, and sustainable revenue growth.
You will partner closely with Sales, Product, Operations, Customer Care, and Marketing to deliver exceptional outcomes tied directly to finance‑centric priorities—including risk & compliance, operational efficiency, customer experience, and data security.

This is a role for a strategic builder, an inspiring leader, and a customer‑obsessed operator.

• Define and execute the AUNZ Customer Success strategy across verticals and customer segments (strategic, enterprise, mid‑market).
• Build, scale, and mentor a diverse, high‑impact CS team—including Managers and Directors.
• Establish and operationalize a value framework with finance‑aligned KPIs, outcome mapping, and compelling executive communication (QBRs).
• Own renewal performance and net retention, with clear rules of engagement and accurate forecast accountability.

• Deliver seamless onboarding and accelerated time‑to‑value for complex, multi‑stakeholder implementations.
• Lead QBRs that showcase tangible ROI linked to business cases and regulatory requirements.
• Drive customer maturity, adoption, and expansion with structured success plans and executive sponsorship programs.
• Build customer advocacy engines—references, case studies, advisory boards—tailored to financial‑sector expectations.

• Collaborate with Product teams on roadmap influence, beta programs, and finance‑grade features (security, reporting, governance).
• Partner with Implementation to ensure world‑class onboarding and reduced time‑to‑value.
• Work with Sales on whitespace analysis, expansion strategies, and commercial alignment.
• Team up with Support & Engineering to manage major incidents, reliability messaging, and customer trust.

• Design and operationalize a modern CS operating model: segmentation, health scoring, success planning, QBR frameworks, renewal forecasting, and escalation management.
• Own CS budget, hiring planning, capacity modeling, and productivity metrics.

Required:

• 3+ years in Account Management
• 2+ years experience leading teams/orgs
• 5+ years managing large enterprise accounts

Preferred:

• MBA

Required:

• Proven ability to lead through change and transformation
• Deep understanding of competitive growth environments
• Strong execution excellence and process innovation
• Exceptional communication and proposal‑writing skills
• Ability to travel up to 25%
• Highly collaborative, influential, and relationship‑driven
• Strategic thinker with strong analytical and problem‑solving skills
• Resourceful, organized, and effective at multitasking

Preferred:

• Entrepreneurial mindset with the ability to succeed in dynamic, resource‑constrained environments

You’ll shape the future of Customer Success in a region filled with opportunity, complexity, and strategic growth. You’ll be empowered to innovate, transform, and make a measurable impact across some of our most influential enterprise accounts.

If you thrive on leadership, strategy, and delivering real business outcomes—this is your next big move.

You’ll drive impact at scale—shaping how the world’s leading financial institutions unlock value, reduce risk, and transform operations. You’ll lead a high-performing team, influence product direction, and work cross-functionally with some of the brightest minds in the industry.

If you're ready to lead a critical vertical and make a measurable difference, we’d love to meet you.