Head of Customer Experience (CX) Direct message the job poster from Fergus Head of People and Culture @ Fergus | HR | Technology| Global B2B SaaS About Us Fergus is on a mission to give tradespeople around the world complete clarity and control over their business. Our platform helps them get paid faster, manage teams more effectively, and make smarter decisions—freeing up time to focus on what really matters. With offices in New Zealand, Australia, and the UK, we’re a profitable SaaS company in high-growth mode, and 2025 is shaping up to be a big year. We’ve got an ambitious roadmap, global momentum, and a team full of smart, humble humans who genuinely care about building something great together. The Opportunity This isn't your typical CX role. You'll be architecting and scaling our entire customer experience strategy from the ground up, leading a distributed team across multiple geographies, and directly impacting thousands of trade businesses worldwide. You'll report directly to our CEO and own the complete customer journey from onboarding to advocacy. What You'll Own What Sets You Apart Your Experience: 5 years in customer success/CX roles within SaaS or B2B tech, with 3 years leading teams Proven track record designing and scaling global CX programs (SMB SaaS and Payments experience is a plus) Demonstrated success improving adoption, retention, and advocacy metrics at scale Your Superpowers: Strategic Operational: You design customer journeys and see them through to flawless execution Data Storyteller: You turn customer data into compelling insights that drive business decisions Influence Master: You bring teams together across functions, even without direct authority Change Champion: You guide teams and customers through transitions with clarity and empathy Why This Role Will Accelerate Your Career Direct CEO Impact: Your strategies will directly influence our global growth trajectory Global Scale: Lead customer experience across multiple markets and time zones Growth Stage: Join us at the perfect inflection point—established product, expanding market, scaling fast Cross-Functional Influence: Shape product development, sales strategies, and marketing initiatives through customer voice Innovation Opportunity: Build frameworks and programs that will become industry benchmarks Ready to Make Trade Businesses Thrive? If you're a seasoned Customer Success leader who gets energized by the challenge of scaling global customer experience programs, loves turning data into customer success stories, and wants to make a real impact on small business owners' lives—we want to hear from you. Wellbeing – 4 extra paid “ME” days per year, EAP support, inclusive team events Equity – All team members join our ESOP (share scheme) after 1 year Parental Leave – 10 weeks of additional paid leave more support for new parents Development & Culture – Annual L&D budget, company-wide training, transparent leadership, reward & recognition programs Transport Allowance – Monthly contribution to help with your travel costs Work Setup – Hybrid model: 3 days a week in our Wooloomooloo office (Tues, Wed, Thurs) Seniority level Seniority level Executive Employment type Employment type Full-time Job function Job function Business Development and Sales Industries Software Development Referrals increase your chances of interviewing at Fergus by 2x Sign in to set job alerts for “Head of Customer Experience” roles. 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