Head of CCaaS Customer Success

Concentrix Catalyst Pty Ltd.; Sydney; Sur place; AUD 170 000 - 260 000; Plein temps

Résumé du poste

Concentrix Catalyst in Sydney is seeking a strategic Head of CCaaS Customer Success to own the full customer value journey from initial engagement through retention and expansion. This senior role blends technology, customer experience and commercial growth, requiring close partnership with Sales to shape outcome‑led solutions.

You will lead end‑to‑end customer engagement, build scalable playbooks for onboarding, adoption and renewal, and guide a high‑performing team across Solutions

Qualifications

• 8+ years in Customer Success, Account Management, or Pro Services.
• Proven leadership experience building scalable teams.
• Deep CCaaS and contact centre operations knowledge.
• Strong commercial ownership of renewals and growth.

Responsabilités

• Lead customer engagement end-to-end from discovery to expansion.
• Own CCaaS narrative across pre-sales cycles: demos, RFPs, POCs.
• Develop ROI/TCO cases linking platform to business outcomes.
• Build scalable onboarding, QBRs, adoption and risk playbooks.
• Lead a high-performing cross-functional team across CS, Onboarding and Solutions Engineering.
• Partner with Sales and Managed Services to drive expansion.
• Lead executive conversations to secure long-term commitments.

Connaissances

Leadership

Customer Success

CCaaS expertise

Strategic thinking

Executive engagement

Commercial acumen

AI/analytics experience

Outils

Gainsight

Salesforce

Description du poste

Job Title: Head of CCaaS Customer Success

Job Description At Concentrix Catalyst, we’re looking for a strategic, commercially minded Head of CCaaS Customer Success to own the full customer value journey for our Contact Centre as a Service (CCaaS) platform, from first engagement through to long‑term retention and expansion. This is a senior leadership role at the intersection of technology, customer experience and commercial growth. You’ll lead across pre‑sales, onboarding, adoption and renewal, ensuring our enterprise and mid‑market customers don’t just implement our platform, they realise measurable, lasting value from it. You’ll partner closely with Sales from the earliest stages, shaping outcome‑led solutions and acting as a trusted advisor throughout the sales process. From there, you’ll define how we deliver customer success at scale, building the frameworks, team and discipline needed to drive adoption, value realisation and long‑term growth.

In this role, you will:

• Lead customer engagement end‑to‑end, from discovery and solution design through to adoption, retention and expansion
• Own the CCaaS solution narrative across pre‑sales cycles, including demos, RFPs and proof‑of‑concepts
• Build compelling ROI and TCO cases that connect platform capability to real business outcomes
• Establish structured success plans aligned to key metrics such as CSAT, AHT, utilisation and contact deflection
• Develop scalable playbooks for onboarding, QBRs, adoption and risk management
• Build and lead a high‑performing team across Solutions Engineering, Customer Success and Onboarding
• Partner with Sales and Managed Services to identify and drive expansion opportunities
• Lead executive‑level customer conversations, articulating value and securing long‑term commitments

You’ll also act as the authority on how customers get the most from the platform, combining deep technical knowledge with real world contact centre experience. You’ll define optimisation frameworks, guide best‑practice adoption and ensure customers are leveraging capabilities like omnichannel routing, AI‑powered virtual agents, analytics and workforce optimisation to maximum effect. At the same time, you’ll stay close to emerging trends, particularly in AI‑driven customer experience, ensuring both your team and your customers are always one step ahead.

We’re looking for someone who brings:

• 8+ years’ experience in Customer Success, Account Management, or Professional Services
• Proven leadership experience building and scaling high‑performing teams
• Deep expertise in CCaaS platforms and contact centre operations
• Strong commercial acumen, with ownership of renewal and growth targets
• Confidence engaging C‑suite stakeholders and leading executive conversations
• The ability to translate complex technical capabilities into clear business value
• A collaborative, low‑ego leadership style that builds trust across functions
• Experience with AI‑powered contact centre capabilities, workforce management, customer success platforms (such as Gainsight or Salesforce) and relevant compliance frameworks will be highly regarded.

This is an opportunity to define what great customer success looks like in a rapidly evolving CCaaS and AI landscape, and to build a function that directly drives customer outcomes, product innovation and commercial growth. If you’re ready to lead from the front and shape the future of customer experience, we’d love to hear from you.

Location: AUS Sydney - Level 21‑Suite 1, 175 Pitt Street

Language Requirements: Time Type: Full time

Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human‑centered, tech‑powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s… designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand‑defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.