Senior Customer Success & Operations Leader

AusCoast Builders; Gold Coast City; On-site; AUD 110,000 - 150,000; Full time

Job summary

Auscoast Builders is seeking an experienced Customer Success Manager to lead our Contracts Administration team and help strengthen the way we operate. This role is more than a traditional customer success position, encompassing customer experience, operational improvements and strategic initiatives that support scalable growth.

You’ll work closely with the Founder on business projects, reporting and initiatives, turning insights into action as the company expands.

Qualifications

• Demonstrated experience in operations, customer success, business management or a similar leadership role
• Proven experience leading and developing a high performing team
• Strong operational capability and experience improving processes and systems
• Confidence working with data, reporting and performance metrics
• Strong project management and execution skills
• Excellent communication and stakeholder management skills
• Commercial thinking with a strong customer focus
• A proactive, solutions focused approach and the confidence to drive change
• The ability to think strategically while still being willing to get into the detail

Responsibilities

• Lead, coach and develop our Contracts Administration team
• Take ownership of the end to end customer experience and identify opportunities for improvement
• Manage complex customer matters and escalations
• Establish and monitor team, operational and customer success metrics
• Work closely with the Founder on key business projects and initiatives
• Review and improve systems, processes and workflows as the business grows
• Analyse business data and reporting to identify trends, issues and opportunities
• Turn insights into practical recommendations and actions
• Lead projects and improvement initiatives from idea through to implementation
• Work across teams to improve communication, efficiency and the overall customer journey

Skills

Operations leadership

Customer success

Team leadership

Data analysis

Process improvement

Project management

Communication

Strategic thinking

Commercial awareness

Job description

Auscoast Builders is seeking an experienced Customer Success Manager to lead our Contracts Administration team and help strengthen the way we operate. This role is more than a traditional customer success position, encompassing customer experience, operational improvements and strategic initiatives that support scalable growth.

You’ll work closely with the Founder on business projects, reporting and initiatives, turning insights into action as the company expands.