Director of Customer Experience & Growth

splose; Waverley Council; On-site; AUD 180,000 - 260,000; Full time

Job summary

splose is seeking a Head of Customer to own the post-sale journey from onboarding through renewal and expansion. You will lead Customer Experience and Customer Success across ANZ and the UK, reporting to the CFO.

This is a true leadership role shaping product direction, commercial strategy and customer outcomes while building scalable teams, playbooks and a revenue-focused culture. You'll drive GRR and NRR, design scalable onboarding, establish customer health frameworks, and partner with

Qualifications

• 7+ years in Customer Success or similar leadership roles.
• Experience leading post-sale functions (CS, Support and Implementation).
• Proven track record in SaaS with retention/expansion improvement.
• Ability to scale teams, processes and systems.

Responsibilities

• Own onboarding, implementation and migrations end to end, building a high-performing team.
• Design scalable onboarding programs to drive faster time to value across segments.
• Set strategic direction for customer support and differentiate service as we scale.
• Build systems, tooling and career paths to scale support without sacrificing quality.
• Own GRR and NRR as primary commercial metrics and oversee outcomes.
• Develop customer health scoring and proactive risk management playbooks.
• Lead renewal and expansion strategy, including pricing conversations and handovers with Sales.
• Foster customer advocacy and referrals to generate pipeline.
• Coach and develop a high-performing team and grow future leaders.
• Collaborate with Product, Engineering, Sales and Revenue Ops to align roadmaps with customer insights.

Skills

Customer Success Leadership

Team Building

Revenue Retention

Cross-functional Collaboration

Data-driven Decision Making

Stakeholder Management

Tools

Intercom

AI-powered Chatbots

CRM Systems

Analytics Tools

Job description

splose is seeking a Head of Customer to own the post-sale journey from onboarding through renewal and expansion. You will lead Customer Experience and Customer Success across ANZ and the UK, reporting to the CFO.

This is a true leadership role shaping product direction, commercial strategy and customer outcomes while building scalable teams, playbooks and a revenue-focused culture. You'll drive GRR and NRR, design scalable onboarding, establish customer health frameworks, and partner with