Head of Customer Success
Core
Senior leadership role owning Net Revenue Retention (NRR) and transforming the Customer Success function from relationship-led to commercially driven and scalable for the ANZ region.
Role type
Senior leadership Customer Success Head (ANZ)
Builds
Scalable Customer Success operating model, churn prediction frameworks, and structured playbooks for onboarding, adoption, renewal, and expansion.
Domain
EdTech / Education
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
NRR/ARR ownership, customer retention and churn mitigation, cross-sell and up-sell strategy, team leadership and development, stakeholder management, strategic account management
Preferred skills
Experience in complex or multi-product environments, familiarity with CS tooling (Salesforce, Gainsight), background in education or EdTech
Technologies
Salesforce, Gainsight
Responsibilities
Own Net Revenue Retention across ANZ, design and implement a scalable CS operating model, lead and develop the Customer Success team, act as a senior commercial partner to key stakeholders, drive proactive retention and reduce churn
Seniority
Senior, hands-on IC with leadership responsibilities
