Remote Customer Success Leader — Growth & Strategy

Phorest; Brisbane; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Wellness days

Employee assistance program

Employee share purchase scheme

Moving days

Job summary

Phorest is seeking a senior Customer Success leader in Australia to drive growth, retention and Net Revenue Retention within the existing customer base. You will own strategy, budget and KPIs, mentor a team, and champion a high-performance culture to deliver max client value and commercial impact.

You’ll build strategic plans, align regional targets, and implement best practices to improve the customer journey, reduce churn and increase feature adoption post-onboarding.

Qualifications

• Proven experience leading a Customer Success function or commercial team in SaaS.
• Strong commercial judgement relevant to ARR, churn and upsell.
• Ability to translate data into actionable strategy and plans.

Responsibilities

• Lead, coach and develop a high-performing CS team.
• Own the customer success commercial plan and regional targets.
• Design and improve operations, playbooks, churn trackers and health frameworks.
• Own data dashboards for churn, retention, upsell, health scores and NPS.
• Act as voice of the customer to influence Product, Marketing and Sales.

Skills

CS Leadership

Commercial Mindset

Data-driven strategy

Value selling

Presentation skills

CRM tools

Tools

CRM systems

Onboarding tools

Job description

Phorest is seeking a senior Customer Success leader in Australia to drive growth, retention and Net Revenue Retention within the existing customer base. You will own strategy, budget and KPIs, mentor a team, and champion a high-performance culture to deliver max client value and commercial impact.

You’ll build strategic plans, align regional targets, and implement best practices to improve the customer journey, reduce churn and increase feature adoption post-onboarding.