Director of Customer Success

About the Role

We are seeking a Director of Customer Success to join a rapidly expanding SaaS company with over $100 million in annual recurring revenue, prominently serving financial services, insurance, and similar highly regulated sectors. This is a senior leadership position tasked with spearheading and expanding the Customer Success (CS) function in alignment with an increasing portfolio of accounts operating in complex compliance environments where trust, accuracy, and long-term client relations are crucial.

Key Responsibilities

• Lead and develop a Customer Success team, currently consisting of two Customer Success Managers, with plans to scale as business grows.
• Design and execute customer engagement and retention strategies tailored to clients under stringent regulatory requirements.
• Focus on renewals, retention, and account expansion to safeguard and grow revenue streams.

Qualifications and Requirements

• Demonstrated expertise within financial services or insurance sectors, with a strong understanding of regulatory pressures and complex stakeholder management.
• Proven record of maintaining high customer retention rates, effective contract negotiation, and fostering enduring client relationships.
• Previous leadership experience managing teams, preferably within Customer Success.

Compensation and Benefits

• Competitive on-target earnings (OTE) of $360,000 AUD, typically split approximately 70% base salary and 30% performance-based incentives.
• Performance metrics primarily focused on renewals and retention, supplemented by an expansion quota valued around $500,000 AUD.
• An influential leadership role with opportunities to expand team size and shape customer success strategies.