Director, Customer Success

Sydney, New South WalesFull-time2026-10-14 → 2026-10-22

Hybrid

Core

Lead and evolve the Customer Success team to drive adoption, retention, expansion, and customer value for SMB to strategic customers in the HR technology sector.

Role type

Senior IC Director of Customer Success

Builds

Customer Success operating model, team capability, and unified customer experience

Domain

HR Technology / HCM / Enterprise SaaS

Required skills

People leadership (10+ years), Commercial acumen, Customer Success platform expertise (ChurnZero, Gainsight, Totango), AI fluency, Cross-functional influence, Operating rhythm design

Preferred skills

HR technology/HCM/payroll domain experience

Technologies

ChurnZero, Gainsight, Totango, AI agents, Automated workflows

Responsibilities

Lead and develop a 11-person Customer Success team; Own customer health, adoption, renewal risk, and churn-save governance; Partner with Account Management on commercial growth; Improve CSM utilization via process and automation; Embed AI-enabled workflows for health scoring and engagement; Act as senior Voice of Customer to Product, Engineering, and Support; Lead customer adoption programs and roadshows.

About Bloom

Bloom is a full-service workplace design consultancy, proudly supporting Poppy & Peonies in their search for a Project Manager, Operations to join their dynamic team. As Talent Advisors, we serve as the bridge between our Bloom Partner and you throughout the recruitment process. At Bloom, we don’t rely on automated tools to sift through applications—every resume is carefully reviewed by a real person to ensure a fair and consistent interview process. If selected, you’ll join Poppy & Peonies directly as a valued member of their team. We’re excited to consider your application! Please note that