Head of Customer Success
Core
Lead the redesign and scaling of the Customer Success function for a global EdTech SaaS company across ANZ, transforming a relationship-led model into a proactive, commercially focused, and data-driven operation.
Role type
Senior leadership Customer Success Head (IC/Manager hybrid)
Builds
Scalable CS frameworks, playbooks, and processes for onboarding, adoption, renewals, and expansion
Domain
EdTech / SaaS
Required skills
Customer Success strategy, team leadership (7+ managers), commercial growth (NRR), process transformation, data-driven decision-making, stakeholder partnership
Preferred skills
Experience in SaaS or EdTech, player-coach leadership style, building scalable operating models
Technologies
Customer health scoring, churn prediction tools
Responsibilities
Own Customer Success Strategy across ANZ, Transform the Function by building scalable frameworks, Lead & Develop the Team of CS Managers, Drive Commercial Growth via NRR, Build a Data-Led Approach with health scoring and insights
Seniority
Senior, hands-on IC
