Huge opportunity to Lead & Embed AI into Global Customer Journeys $174k incl Super Annual Leave Sick Leave Benefits WFH / WFO - Sydney CBD - Hybrid and Flexible Initial 12 Month contract Want to lead the cutting edge of Customer Success? This is your chance to lead the charge in transforming Customer Success into a revenue growth engine! Join a global SaaS brand as they scale their APAC operations, and help shape how small businesses and accountants experience value from day one. You’ll design and deliver customer retention, nurture, win-back, and monetisation programs – from digital-first journeys to high-impact human touch points. Your work will directly impact customer loyalty, satisfaction and revenue. What you’ll be doing Develop & execute retention monetisation strategies aligned to global CS & APAC priorities Own customer lifecycle initiatives: welcome, nurture, convert, retain & win back Partner cross-functionally across Product, Sales, Marketing, Data Science & CX Ops Use AI, data & behavioural insights to drive proactive customer interventions Run experiments, analyse impact & own program playbooks (journeys, KPIs, resource plans) Help shape tooling & investment roadmap through strategic business cases Lead program execution via digital platforms, BPOs, and in-house teams What you’ll bring Customer Success experience in SaaS or B2B customer lifecycle roles Experience building or leading retention/growth initiatives Strong commercial acumen & data-driven mindset – "you know your ROI from your LTV" Operationally savvy – can turn strategy into scalable execution A true collaborator who builds influence across departments Excellent communicator – distils customer needs into compelling, actionable strategies Why You’ll Love It ✨ Influence the future of CS in a “customer-obsessed” culture Work with an award-winning FinTech & global team Hybrid Sydney-based role (3 days onsite) Don't miss the chance to build something meaningful at scale – Apply now or reach out for more info!
