Director of Customer Success / Account Director

About the Role

Join one of Australia's fastest-growing outbound sales agencies as the Director of Customer Success, where you'll spearhead the creation and leadership of the Client Success division. Operating fully remotely with a global client base spanning Australia, North America, Europe, and beyond, this position offers a unique chance to build a vital department from the ground up.

Key Responsibilities

• Establish and lead the Client Success function, setting the vision and operational standards.
• Design scalable systems, playbooks, and processes to support client onboarding and ongoing management.
• Manage the complete client lifecycle including onboarding, retention, renewals, expansion, and overall satisfaction.
• Drive client retention rates above 90% and increase lifetime client value through strategic growth initiatives.
• Develop and manage executive-level client relationships and communications.
• Recruit, build, and develop a high-performing Client Success team.
• Enhance collaboration across Client Success, Go-To-Market (GTM), Sales Development Representatives (SDR), and Operations teams.
• Define and monitor key performance indicators, reporting mechanisms, and accountability frameworks within the department.
• Partner closely with company founders on strategic planning and operational improvements.

What Success Looks Like

• Building a strong, effective Client Success team within 12 months.
• Implementing repeatable and scalable onboarding and delivery processes.
• Establishing comprehensive playbooks, KPIs, and reporting systems.
• Doubling onboarding capacity from four to eight or more clients per month while preserving excellent client outcomes.
• Increasing client retention to over 90% and expanding client lifetime value through renewals and growth.
• Creating an operational foundation capable of supporting company scaling ambitions.

Candidate Profile

The ideal candidate is an autonomous leader and builder excited to create systems, nurture talent, and bring structure to a fast-paced growth environment. You can seamlessly navigate strategic dialogue with founders, operational challenges within teams, and commercial client discussions.

Preferred Experience

• Leadership roles in outbound sales agencies, lead generation businesses, marketing agencies, or rapidly expanding service organizations.
• Proven track record managing client relationships, renewals, and account growth.
• Deep understanding of outbound sales methodologies and business development practices.
• Experience scaling teams, systems, and operational frameworks.
• Excellent leadership, coaching, communication, project management, and organizational skills.
• Ability to influence cross-departmental teams with strategic and commercial insight.

Why Work With Us?

This role represents more than management—it offers the chance to build an entire department within a fast-growing outbound agency. Enjoy direct collaboration with the founders, significant ownership, and the potential to become a core leader driving company growth.

What We Offer

• Work remotely from anywhere globally.
• Executive leadership role with high autonomy and ownership.
• Competitive salary paired with performance incentives.
• Potential equity share for the right candidate.
• A driven, supportive culture targeting a successful exit within five years.