Head of Customer Success

at; City of Brisbane; Hybrid; AUD 150,000 - 200,000; Full time

Job summary

A leading SaaS company in Brisbane is seeking a Head of Customer Success to establish a new team and enhance customer satisfaction. The role focuses on managing customer accounts, minimising churn, and leading a team to drive engagement. Ideal candidates will have substantial experience in SaaS and a passion for building strong customer relationships. The company offers a flexible work environment and excellent company culture.

Benefits

Flexible work environment (hybrid WFH + 1-2 days in office)

Excellent company culture

Quarterly events

Professional development budget

Employee Assistance Program (EAP)

Generous parental leave

Birthday leave

Qualifications

• Experience in a fast-paced SaaS business.
• Ability to execute strategic plans and improve operations.
• Experience within the Construction or Construction-tech industry is a bonus.

Responsibilities

• Build and lead the Customer Success team.
• Manage customer accounts, driving engagement and adoption.
• Develop strategies to minimise client churn.
• Train and coach Customer Success Managers.
• Collaborate with teams for seamless customer experience.

Skills

Proven experience as Senior Customer Success Manager or Account Manager

Managing customer relationships

Training and coaching

Strong time management

Commercial and analytical mindset

Passion for customer satisfaction

Job description

The Head of Customer Success will be responsible for building and leading the Customer Success team, ensuring our customers realise the full value of our platform.

This position is critical in ensuring we maintain our growing client base, optimise growth of customer accounts, and drive retention. The HOCS will also be key in ensuring our CS team operates within strong SaaS industry benchmarks.

This is a unique opportunity to build a Customer Success team from the ground up, creating and implementing CS processes, tools and strategy.

Although this is a new team within the Customer Experience division, you will be working alongside established Implementation and Support teams.

Responsibilities

• Building the CS function, carving out CS areas of ownership within the customer journey
• Managing your own segment of customer accounts, maintaining strong relationships with key stakeholders, driving engagement and platform adoption
• Developing a renewal process and strategy to minimise client churn
• Training and coaching a small team of CSMs, with a focus on high performance
• Working closely with the Support and Implementation Teams to ensure a seamless and excellent customer experience

Selection Criteria

• Proven experience as Senior Customer Success Manager or Account Manager
• Experience leading best practice customer success within a fast-paced SaaS business
• Experience in building new processes, identifying opportunities for improvement in existing operations, and the ability to execute strategic plans
• Experience in recruiting, training and mentoring CSMs
• Excellent time management and organisational skills
• Passion for delighting customers while also being able to manage difficult conversations
• A commercial and analytical mindset, and experience with customer metrics and reporting
• Experience within the Construction or Construction-tech industry is a bonus

Some of our great perks include:

• Felix Fridays
• Flexible work environment (hybrid WFH + 1-2 days in office per week)
• Excellent company culture and long tenure of our employees
• Quarterly firesides and events
• Room for growth and professional development with a dedicated training budget and access to the LinkedIn Learning platform
• Employee Assistance Program (EAP) – providing access to qualified psychologists for our employees in times of need
• Generous parental leave and an additional day of Birthday leave

About the Company

Felix is an ASX-listed SaaS company, revolutionising the way the construction industry connects and collaborates through a leading cloud-based procurement platform. Felix seamlessly brings together buyers and suppliers, simplifying and streamlining procurement processes, empowering our clients to drive efficiency, reduce costs, and accelerate project timelines.