CX & Retention Leader — Player-Coach, AI-Driven

EstimateOne Pty Ltd; Victoria; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Professional development grant

Wellbeing stipend

WFH stipend

Entrepreneurial leave

Parental leave

Volunteer leave

Donation matching

Job summary

E1 (formerly EstimateOne) is seeking a Customer Experience & Retention Lead to guide the CX team, stay close to customers, and use conversations, usage and churn data to drive retention initiatives.

You’ll collaborate with Product, Marketing, RevOps and Sales to reduce churn across Builder, Subbie and Supplier customers, while scaling AI-enabled self-service and ensuring a human touch.

Qualifications

• Experience leading a Customer Experience, Customer Success, or Support team in SaaS or subscription businesses.
• Hands-on player-coach who can set direction and work on priority tasks.
• Commercially minded with understanding of how CX impacts retention and growth.
• Curious about why customers leave and able to analyze churn data.
• Comfort with dashboards and data to inform decisions without being a data analyst.
• Ability to turn customer insight into action across teams.

Responsibilities

• Lead, coach and develop our CX Specialists to build a high-performing team.
• Stay close to customers, addressing complex issues and high-impact churn risks.
• Develop an evidence-based understanding of churn across Builder, Subbie and Supplier.
• Analyze customer, product usage, billing and support data to spot friction.
• Turn insights into prioritised retention initiatives and tests.
• Coordinate save, retention and win-back initiatives across E1.
• Evolve CX with AI and self-service for scale without losing human touch.
• Own outcomes through AI-enabled support, CSAT, and deflection goals.
• Improve knowledge base and self-service to reduce avoidable support needs.
• Partner with Product, Marketing, RevOps, Sales and Customer Success.
• Channel the voice of the customer into business decisions.
• Track and report progress on CX and retention outcomes.

Skills

Customer Experience

Leadership

SaaS

Data Analysis

AI & Self-Service

Cross-functional Collaboration

Job description

E1 (formerly EstimateOne) is seeking a Customer Experience & Retention Lead to guide the CX team, stay close to customers, and use conversations, usage and churn data to drive retention initiatives.

You’ll collaborate with Product, Marketing, RevOps and Sales to reduce churn across Builder, Subbie and Supplier customers, while scaling AI-enabled self-service and ensuring a human touch.