Director, Customer Success

ELMO; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work setup 3:2 split

Inhouse Learning & Development

Diversity & Social clubs

Mental Health/EAP programs

Flare Benefits

Job summary

ELMO Software is seeking a Director, Customer Success to lead the CS function from SMB to strategic customers. You will report to the Chief Customer Officer and shape the capability, standards and operating model for adoption, retention and expansion.

You will drive a high-performance team, partner with Product, Services, Support and Account Management, and embed AI-enabled workflows to lift productivity and customer value.

Qualifications

• 10+ years in Customer Success, Strategic Account Management, or related B2B SaaS roles with leadership experience.
• Experience leading CS across SMB, enterprise or strategic segments with generalist and specialist teams.
• Strong commercial acumen in managing premium or subscription CS services and renewals.

Responsibilities

• Lead and develop 3 direct reports and an 11-person CS team with clear standards and career pathways.
• Own CS operating rhythm including health, adoption, value realisation, renewal risk, churn-save and expansion governance.
• Protect and grow premium CS services, partnering with Account Management on outcomes, revenue and resourcing.
• Improve CS utilization, capacity planning and workload allocation via processes, tooling and automation.
• Evolve operating model to reduce admin effort and increase customer-facing time.
• Embed AI-enabled workflows to enhance health scoring, risk detection and productivity.
• Partner with Product, Services, Support, Enablement, Solution Consulting, Engineering and Accounts to deliver a unified customer experience.
• Lead customer adoption programs, user groups, content/education, and annual roadshows.

Skills

Strategic Leadership

People management

Executive communication

CS strategy & governance

B2B SaaS

Tools

ChurnZero

Gainsight

Totango

Job description

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand. With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows. Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Life & Culture...

At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine. Some of our benefits include:

• Hybrid work set up : 3:2 split!
• Paid Parental leave - 12 weeks primary, 6 weeks secondary
• Birthday leave, YOU day each year, as well as connecting people leave (up to 2weeks working from anywhere)
• Inhouse Learning and Development initiatives
• ELMO Social and Diversity clubs
• Mental Health/EAP programs
• Flare Benefits (great discounts, novated leasing, salary sacrifice)

Our values

• Reimagine What's Possible- We believe innovation is human at its core. By staying open, fearless, and adaptive, we continuously push boundaries - while keeping people at the heart of everything we do.
• Obsess over Customers– Everything we do is designed to positively impact our customers.
• Help Others Thrive- Be they colleagues, communities or customers, we champion ways to help others thrive.
• Be Fearlessly Optimistic- We bring unwavering positivity to any challenge, as we know it will drive meaningful change.

Please note: Our internal Talent Acquisition team has got this covered, we’re not open to using an agency for this role.

Job Description

As Director, Customer Success, you will lead and evolve ELMO’s Customer Success team across SMB through to strategic customers. Reporting to the Chief Customer Officer, you will lead direct reports and establish the capability, standards and operating model required to make Customer Success a proactive, measurable and commercially accountable driver of adoption, retention, expansion and customer value.

In this role, you will:

• Lead, coach and develop 3 x direct reports and the wider 11-person Customer Success team, establishing clear standards, career pathways, accountability and a high-performance culture.
• Own the Customer Success operating rhythm across customer health, product adoption, value realisation, renewal risk, churn-save and expansion governance.
• Protect and grow ELMO’s premium Customer Success subscription services, partnering with Account Management on customer outcomes, commercial growth and team resourcing.
• Improve CSM utilisation, capacity planning and workload allocation by identifying opportunities across processes, tooling and automation.
• Continuously evolve the Customer Success operating model to reduce administrative effort, increase customer-facing time and scale capacity without compromising service quality.
• Embedded ChurnZero, automation and AI-enabled workflows to improve health scoring, early-risk detection, prioritisation, customer engagement and CSM productivity.
• Partner closely with Product, Services, Support, Customer Enablement, Solution Consulting, Engineering and Account Management to deliver a unified customer experience and act as the senior Voice of Customer.
• Lead customer adoption and engagement programs, including bi-monthly user groups, customer content and presentations, feature and product education, and annual customer roadshows.

Desired Skills and Experience

• 10+ years’ experience across Customer Success, Strategic Account Management, Technical Account Management, Professional Services or a related B2B SaaS discipline, including significant people-leadership experience.
• Experience leading a multi-layered Customer Success function across SMB, enterprise or strategic customer segments, including generalist CSMs, value-led roles and technical or specialist teams.
• Strong commercial capability, including experience managing premium or subscription-based Customer Success services and partnering with Account Management on customer outcomes, renewals, expansion and team resourcing.
• Demonstrated ability to establish effective operating rhythms across customer health, adoption, value realisation, renewal risk, churn-save and expansion governance.
• Strong experience with Customer Success platforms such as ChurnZero, Gainsight, Totango or equivalent, using data, automation and health scoring to improve prioritisation, customer engagement and team productivity.
• High AI fluency, including practical experience implementing AI augmentation, AI agents or automated workflows to improve productivity, customer engagement or operating outcomes, as well as supporting customer adoption of AI-enabled products.
• Strong executive communication, commercial judgement and cross-functional influencing skills, with the ability to act as a senior Voice of Customer across Product, Services, Support, Customer Enablement, Solution Consulting, Engineering and Account Management.
• A demonstrated ability to lead transformation, uplift capability and introduce better ways of working while maintaining customer focus, delivery discipline and a high-performance team culture.
• Experience in HR technology, HCM, payroll or adjacent enterprise SaaS is highly desirable.

As the first software company in Australia and New Zealand to achieve ISO 42001:2023 Certification, we’re passionate about responsible, secure and safe AI. Key to this role is an awareness of data privacy and security, as you’ll be working with sensitive employee data in accordance with our ISO 27001:2022 Certified security policies.