Customer Experience Lead — Player-Coach for Retention

EstimateOne; City of Melbourne; On-site; AUD 135,000 - 145,000; Full time

Benefits offered by this job

Professional development budget

WFH setup design allowance

Entrepreneurial leave - 5 days/year

Parental leave - 16 weeks primary / 6-

Volunteer leave

Donation matching

Job summary

E1 is seeking a Customer Support Lead to guide our CX team and deepen customer understanding, support, and retention. This player-coach role keeps you close to customers while leveraging data and cross-functional collaboration to reduce churn and improve the overall customer experience.

You will lead the CX Specialists, handle high-impact issues, and drive initiatives that scale without losing the human connection that matters. A hands-on, commercially minded leader will thrive here.

Qualifications

• Experience leading a customer-facing team in SaaS or subscription business.
• Player-coach who can work hands-on.
• Commercially minded with focus on retention and growth.
• Curious about why customers leave and how to reduce churn.

Responsibilities

• Lead and develop our Customer Experience Specialists, creating a high-performing CX team.
• Address complex or high-impact issues by talking with churned or at-risk customers.
• Analyze customer, product usage, billing, and support data to identify churn drivers.
• Turn insights into priority retention initiatives and experiments and measure results.
• Collaborate with Product, Marketing, RevOps, Sales and Customer Success to fix underlying issues.

Skills

People leadership

Customer insights

Data literacy

SaaS experience

AI interest

Job description

E1 is seeking a Customer Support Lead to guide our CX team and deepen customer understanding, support, and retention. This player-coach role keeps you close to customers while leveraging data and cross-functional collaboration to reduce churn and improve the overall customer experience.

You will lead the CX Specialists, handle high-impact issues, and drive initiatives that scale without losing the human connection that matters. A hands-on, commercially minded leader will thrive here.