Customer Experience and Retention Lead

Jobtailor; Richmond Shire; On-site; AUD 120,000 - 180,000; Full time

Job summary

Jobtailor is seeking a senior Customer Experience Leader to coach and scale a CX team for a SaaS/subscription business. You will own churn-reduction initiatives, analyze usage data, and partner with Product, Marketing, RevOps, Sales and CS to remove friction.

This role emphasizes AI-enabled self-service, data-driven retention programs, and collaboration across Builder, Subbie and Supplier audiences to improve CSAT and reduce churn.

Qualifications

• Experience leading a Customer Experience, Customer Success, Support or similar customer-facing team, ideally within SaaS or another subscription business.
• Ability to operate as a player-coach, setting direction, developing people and contributing hands-on.
• Commercial understanding of the relationship between customer experience, adoption, retention and growth.
• Ability to use customer and churn data to identify patterns and make decisions.
• Ability to turn customer insight into action and bring different teams together to solve problems.
• Understanding of AI, automation and self-service, including where human interaction creates customer value.
• Comfort experimenting, measuring results and changing course when needed.
• Ability to champion company values.
• Team-oriented mindset.

Responsibilities

• Lead, coach and develop Customer Experience Specialists
• Handle complex or high-impact customer issues
• Speak directly with churned and at-risk customers
• Build an evidence-based understanding of customer churn across Builder, Subbie and Supplier audiences
• Analyze customer, product usage, billing, support and commercial data to identify patterns, friction and churn risks
• Develop, coordinate and measure retention, save and win-back initiatives
• Evolve the CX model using expert support, AI and self-service
• Own outcomes from AI support, including resolution quality, CSAT and deflection
• Improve customer knowledge and self-service experiences
• Partner with Product, Marketing, RevOps, Sales and Customer Success to address customer friction and improve retention
• Represent the customer voice in business decisions
• Track and communicate progress against CX and retention outcomes

Skills

CX Leadership

Data Analysis

Churn Patterns

AI & Self-Service

Retention Strategy

Cross-Functional

Team Coaching

Job description

• Lead, coach and develop Customer Experience Specialists
• Handle complex or high-impact customer issues
• Speak directly with churned and at-risk customers
• Build an evidence-based understanding of customer churn across Builder, Subbie and Supplier audiences
• Analyze customer, product usage, billing, support and commercial data to identify patterns, friction and churn risks
• Develop, coordinate and measure retention, save and win-back initiatives
• Evolve the CX model using expert support, AI and self-service
• Own outcomes from AI support, including resolution quality, CSAT and deflection
• Improve customer knowledge and self-service experiences
• Partner with Product, Marketing, RevOps, Sales and Customer Success to address customer friction and improve retention
• Represent the customer voice in business decisions
• Track and communicate progress against CX and retention outcomes

Requirements

• Experience leading a Customer Experience, Customer Success, Support or similar customer-facing team, ideally within SaaS or another subscription business
• Ability to operate as a player-coach, setting direction, developing people and contributing hands-on
• Commercial understanding of the relationship between customer experience, adoption, retention and growth
• Ability to use customer and churn data to identify patterns and make decisions
• Ability to turn customer insight into action and bring different teams together to solve problems
• Understanding of AI, automation and self-service, including where human interaction creates customer value
• Comfort experimenting, measuring results and changing course when needed
• Ability to champion company values
• Team-oriented mindset

Core Competencies

Demonstrates expertise in leading customer experience initiatives, utilizing data analysis to drive retention strategies, and fostering collaboration across teams to enhance customer satisfaction and reduce churn. Proficient in leveraging AI and self-service solutions to improve customer interactions and outcomes.

Highest-signal resume keywords

• Customer Experience Leadership
• Data Analysis for Churn Identification
• AI and Self-Service Implementation
• Retention Strategy Development
• Cross-Functional Collaboration

Hard Skills

• Data Analysis
• Churn Risk Identification
• Retention Strategy Development
• Customer Insight Application
• AI Understanding
• Automation Knowledge
• Self-Service Improvement

Soft Skills

• Coaching and Development
• Team-Oriented Mindset
• Problem Solving
• Adaptability

Industry Keywords

• Customer Experience
• Customer Success
• SaaS
• Subscription Business
• Commercial Understanding