CX & Retention Leader (Player‑Coach)

E1; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Professional development stipend

Wellbeing stipend

WFH setup stipend

Parental leave

Job summary

E1, a Melbourne-based SaaS tender platform, is hiring a Customer Experience & Retention Lead to guide our CX team and deepen our understanding of customer needs. You will stay close to customers while analyzing churn drivers across Builder, Subbie and Supplier segments and drive retention initiatives.

You will collaborate with Product, Marketing, RevOps and Sales to improve self-service, AI support and overall customer outcomes, ensuring a human connection remains at the core of scaling.

Qualifications

• Experience leading a Customer Experience, Customer Success, or Support team in SaaS.
• You are a genuine player-coach, able to set direction and also do hands-on work.
• Commercially minded, linking CX to adoption, retention and growth.
• Comfort using customer and churn data; not a data analyst but able to read dashboards.
• Strong collaboration across Product, Marketing, RevOps and Sales.

Responsibilities

• Lead, coach and develop our Customer Experience Specialists, creating a high-performing CX team.
• Stay close to our customers, stepping into complex or high-impact issues and talking directly with churned and at-risk customers.
• Build a clear, evidence-based understanding of why customers churn across Builder, Subbie and Supplier audiences.
• Dig into customer, product usage, billing, support and commercial data to identify patterns and risks.
• Turn insights into prioritised retention initiatives and experiments, measuring what works.
• Lead and coordinate save, retention and win-back initiatives across E1.
• Evolve our CX model using AI and self-service to scale while preserving human value.
• Own customer outcomes delivered through our AI support capability, including CSAT and deflection.
• Improve our knowledge base and self-service to reduce avoidable support.
• Partner with Product, Marketing, RevOps, Sales and Customer Success to address friction.
• Bring the voice of the customer into business decisions with evidence and conversations.
• Track and communicate progress against CX and retention outcomes.

Skills

CX leadership

Player coach

SaaS experience

Data-driven

Cross-functional

Job description

E1, a Melbourne-based SaaS tender platform, is hiring a Customer Experience & Retention Lead to guide our CX team and deepen our understanding of customer needs. You will stay close to customers while analyzing churn drivers across Builder, Subbie and Supplier segments and drive retention initiatives.

You will collaborate with Product, Marketing, RevOps and Sales to improve self-service, AI support and overall customer outcomes, ensuring a human connection remains at the core of scaling.