Head of Customer Success & Delivery

NEXTDC Limited; Council of the City of Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

A leading technology company in New South Wales is seeking a Head of Customer Success and Delivery to build and manage relationships with customers. This role involves leading a team of Customer Success Managers and ensuring exceptional service delivery. Candidates should have over 8 years of experience in Customer Relationship Management, particularly in the Data Centre or ICT sector. Join a dynamic culture with great employee benefits and opportunities for growth.

Benefits

Gifted share options

Volunteer days

Professional development

Holistic wellbeing programmes

Qualifications

• 8+ years’ experience in Customer Relationship Management or related role in Data Centre or ICT.
• Experience leading and managing Customer Success or Service Delivery teams.
• Strong analytical skills capable of project managing major change initiatives.

Responsibilities

• Lead a team of Customer Success Managers to enhance customer experience.
• Ensure compliance with contract and SLA deliverables.
• Establish and maintain deep customer relationships and lead service reviews.

Skills

Customer Relationship Management

People Management

Stakeholder Management

Analytical Skills

Job description

At NEXTDC we are building the heart of Australia & Asia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting-edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers. NEXTDC is an exciting ASX 100-listed technology company, only 15 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites in development to support our customer’s digital infrastructure. At NEXTDC our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation; we are passionate about what we do and are committed to our mission to be the leading customer-centric data centre services company.

Job Description

As our Head of Customer Success and Delivery you will build strong, long‑lasting relationships to help maintain our positive reputation with our growing customer base. In this role, you’ll provide strategic leadership, through management and technical knowledge to ensure uninterrupted service delivery and an outstanding customer experience.

• People Management – responsible for leading a team of experienced Customer Success Managers who deliver lifecycle management across customer experience, service management and solutions design. You will act as a senior leader with strong people management skills and experience.
• Contract Deliverables – understand contract and SLA deliverables to ensure compliance with customer requirements.
• Relationship Management – establish and maintain deep customer relationships, lead client service review meetings, and drive ongoing service improvement.
• Collaboration with Sales and Pre‑Sales – advise on realistic deal solutions and deadlines during contract negotiations.
• Success Management – proactively orchestrate resources to fulfil customers’ evolving needs.
• Escalation Management – coordinate issue/escalation resolution with cross-functional teams and prepare and deliver post‑mortem reviews or Service Improvement Plans when appropriate.

Qualifications

• 8+ years’ experience in Customer Relationship Management or a related role within the Data Centre or ICT industry.
• Demonstrated experience leading, managing and coaching professional Customer Success or Service Delivery teams.
• Experience in the design and architecture of highly available ICT services (data centre) in a large‑scale environment.
• Experience in the development of services deployed into data centre environments.
• Excellent stakeholder and client‑management skills with the ability to advise and engage at all organisational levels.
• Strong analytical skills with the capacity to project‑manage and implement major change initiatives within a complex and fast‑paced business environment.

Additional Information

• Seize this exciting opportunity to join one of Australia’s fastest growing companies and play a key contributing role in the future of AI and the digital economy.
• Join an inclusive, diverse and values‑driven working culture supporting hybrid work practices.
• Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programmes and more).
• Great opportunities to progress within our company – grow as we grow.

Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.

Make NEXTDC your next move.