Director, Customer Success

Elmo Software; Sydney; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work set up: 3:2 split

Paid parental leave

Birthday leave and personal leave

Learning and Development

Wellbeing initiatives

Mental Health/EAP

Flare Benefits

Social and Diversity clubs

ISO security focus

Job summary

ELMO Software Pty Ltd in Sydney, NSW, seeks a Director, Customer Success to lead the 11-person CS team and collaborate with Product, Services, Support and Account Management to drive adoption, retention and customer value.

You will coach 3 direct reports, scale operations, and implement AI-enabled workflows with ChurnZero, Gainsight or Totango to improve health scoring and renewals. A strong enterprise SaaS background is required.

Qualifications

• 10+ years in Customer Success or related B2B SaaS.
• Experience leading CS across SMB to strategic accounts.
• Strong experience with CS platforms and data-driven renewal strategy.

Responsibilities

• Lead a 3 direct reports and an 11-person Customer Success team with clear standards and career pathways.
• Own the CS operating rhythm across health, adoption, value realisation, renewal risk, churn-save and expansion governance.
• Protect and grow ELMO’s premium CS subscription services in partnership with Account Management.
• Improve CS utilisation, capacity planning and workload allocation across processes, tooling and automation.
• Evolve the CS operating model to reduce admin and increase customer-facing time without compromising service quality.
• Embed AI-enabled workflows to improve health scoring, risk detection and productivity.
• Partner with Product, Services, Support, Enablement, Solution Consulting, Engineering and Account Management for a unified customer experience.
• Lead adoption and engagement programs, user groups, content and education, and annual roadshows.

Skills

CS leadership

Strategic account mgmt

People leadership

Commercial acumen

CS platforms (ChurnZero/Gainsight/Totn

AI fluency

Executive communication

Cross-functional collaboration

HR tech knowledge

Tools

ChurnZero

Gainsight

Totango

Job description

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 2 weeks working from anywhere)
• Inhouse Learning and Development initiatives
• ELMO Social and Diversity clubs
• Wellbeing initiatives
• 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

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

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.

ELMO Software Pty Ltd is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team - a commitment reflected in our.

As the first software company in Australia and New Zealand to achieve ISO : 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 : Certified security policies.