Customer Success Team Lead

Sydney, New South Wales💼 Full-time🗓 2026-09-17 → 2026-09-27

Core

Lead, coach, and support a team of Customer Success Managers to drive customer retention, product adoption, and growth across a portfolio of enterprise SaaS accounts.

Role type

Senior Customer Success Team Lead (People Leadership)

Builds

Customer retention and account growth outcomes for enterprise SaaS clients

Domain

Enterprise SaaS / Customer Success

Required skills

Team leadership and coaching, Customer Success management, Enterprise SaaS experience, Stakeholder management, Risk identification and mitigation, Cross-functional collaboration

Preferred skills

Recruitment and onboarding experience, Managing complex escalations, Balancing commercial priorities with team development

Responsibilities

Lead, coach and support a team of Customer Success Managers; Monitor portfolio health, customer adoption, and retention performance; Identify risks early and coordinate actions to support positive customer outcomes; Partner with Sales, Support, Professional Services and Renewals teams; Act as an escalation point for customer issues; Support revenue retention and account growth; Contribute to recruitment, onboarding and ongoing team engagement

Seniority

Senior, hands-on IC with people leadership focus

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About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday, millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.