Customer Success Team Lead

careers-ideagenen; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Benefits at Ideagen

Job summary

Ideagen is seeking a Customer Success Team Lead in Sydney to support and develop a team of Customer Success Managers. This role focuses on team performance, customer retention, product adoption, and growth across a portfolio of accounts.

Hybrid working pattern with three days per week in the Sydney Office. The ideal candidate will have enterprise SaaS experience, strong leadership and stakeholder management skills, and a passion for coaching and developing talent while protecting revenue and

Qualifications

• Experience in Customer Success, Account Management or a similar customer-facing post-sale role.
• Enterprise SaaS experience with a track record of retention and growth.
• Strong coaching, communication and stakeholder management skills.
• Ability to balance customer needs with commercial priorities and team development.
• Confidence managing escalations and supporting teams through challenging situations.
• Previous people leadership experience is desirable.

Responsibilities

• Lead, coach and support a team of Customer Success Managers.
• Set clear priorities, provide regular feedback, and help team members develop their skills and careers.
• Monitor portfolio health, customer adoption, and retention performance across the team.
• Identify risks early and coordinate actions to support positive customer outcomes.
• Partner with Sales, Support, Professional Services and Renewals teams to deliver a seamless customer experience.
• Act as an escalation point for customer issues and help drive resolution through cross-functional collaboration.
• Support revenue retention and account growth by helping the team identify opportunities and manage risk effectively.
• Contribute to recruitment, onboarding and ongoing team engagement.

Skills

Customer Success

Account Management

Coaching

Stakeholder Management

Escalation Management

Team Leadership

Job description

About Us

Location - Sydney, New South Wales

Level - Experienced Professional

Department - Customer

Working Pattern - Hybrid, three days per week in the Sydney Office

Benefits -Benefits at Ideagen

We're looking for a Customer Success Team Lead to support and develop a team of Customer Success Managers while driving positive outcomes for our customers.This is a people leadership role focused on team performance, customer retention, product adoption, and growth across a portfolio of accounts.

Responsibilities

• Lead, coach and support a team of Customer Success Managers
• Set clear priorities, provide regular feedback, and help team members develop their skills and careers
• Monitor portfolio health, customer adoption, and retention performance across the team.
• Identify risks early and coordinate actions to support positive customer outcomes
• Partner with Sales, Support, Professional Services and Renewals teams to deliver a seamless customer experience
• Act as an escalation point for customer issues and help drive resolution through cross-functional collaboration
• Support revenue retention and account growth by helping the team identify opportunities and manage risk effectively
• Contribute to recruitment, onboarding and ongoing team engagement

Skills and Experience

• Experience in Customer Success, Account Management or a similar customer-facing post-sale role
• Enterprise SaaS experience and a track record of delivering customer retention and growth outcomes
• Strong coaching, communication and stakeholder management skills
• Ability to balance customer needs, commercial priorities and team development
• Confidence managing escalations and supporting teams through challenging situations
• Previous people leadership experience is desirable, although individuals with demonstrated leadership capability are encouraged to apply

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday, millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

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#INDANZ