CCaaS Customer Success Leader — Growth & Value

Concentrix Catalyst Pty Ltd.; Sydney; On-site; AUD 170,000 - 260,000; Full time

Job summary

Concentrix Catalyst in Sydney is seeking a strategic Head of CCaaS Customer Success to own the full customer value journey from initial engagement through retention and expansion. This senior role blends technology, customer experience and commercial growth, requiring close partnership with Sales to shape outcome‑led solutions.

You will lead end‑to‑end customer engagement, build scalable playbooks for onboarding, adoption and renewal, and guide a high‑performing team across Solutions

Qualifications

• 8+ years in Customer Success, Account Management, or Pro Services.
• Proven leadership experience building scalable teams.
• Deep CCaaS and contact centre operations knowledge.
• Strong commercial ownership of renewals and growth.

Responsibilities

• Lead customer engagement end-to-end from discovery to expansion.
• Own CCaaS narrative across pre-sales cycles: demos, RFPs, POCs.
• Develop ROI/TCO cases linking platform to business outcomes.
• Build scalable onboarding, QBRs, adoption and risk playbooks.
• Lead a high-performing cross-functional team across CS, Onboarding and Solutions Engineering.
• Partner with Sales and Managed Services to drive expansion.
• Lead executive conversations to secure long-term commitments.

Skills

Leadership

Customer Success

CCaaS expertise

Strategic thinking

Executive engagement

Commercial acumen

AI/analytics experience

Tools

Gainsight

Salesforce

Job description

Concentrix Catalyst in Sydney is seeking a strategic Head of CCaaS Customer Success to own the full customer value journey from initial engagement through retention and expansion. This senior role blends technology, customer experience and commercial growth, requiring close partnership with Sales to shape outcome‑led solutions.

You will lead end‑to‑end customer engagement, build scalable playbooks for onboarding, adoption and renewal, and guide a high‑performing team across Solutions