Senior SCRM Analyst at Leidos supporting enterprise data and analytics programs. Involves Cyber Supply Chain Risk Management and collaboration with governmental partners.
About the role
- Transformational Director of Customer Success at Hapana improving customer journeys and overseeing global expansion. Leading a distributed team in a high-impact role.
Responsibilities
- Design and execute a unified Customer Success strategy aligned with Hapana’s growth goals and V2G platform evolution.
- Integrate CSM, Support and Onboarding into one seamless function to deliver a frictionless customer journey.
- Build differentiated service models for Enterprise (high-touch), Mid-Market, and SMB (scaled, digital-first).
- Partner with the CRO to define success metrics, growth priorities and global expansion goals.
- Represent Customer Success at the leadership level, influencing go-to-market and cross-functional alignment.
- Lead the customer experience throughout the V1 → V2G migration, ensuring smooth transitions and exceptional retention.
- Collaborate with Product and Engineering to translate new platform capabilities into tangible customer value.
- Develop migration playbooks, readiness plans and communication frameworks for internal teams and customers.
- Prepare and upskill the CS organisation for new systems, tools and engagement models introduced with V2G.
- Redesign the Customer Success structure across Onboarding, Support, CSM and CSR functions.
- Scale the organisation (new hires) while defining clear career paths and leadership layers.
- Foster a high-performance culture through coaching, clarity and accountability.
- Support current leaders’ transition into new markets and strengthen the global leadership bench.
- Build and standardise playbooks, frameworks and operating rhythms for onboarding, adoption and retention.
- Define and monitor key metrics (time-to-value, NPS, adoption, expansion) to drive continuous improvement.
- Launch a virtual onboarding experience for SMB customers on V2G and enhance onboarding for Mid-Market and Enterprise.
- Implement forecasting and capacity models to optimise efficiency and scalability.
- Own customer retention, expansion, and advocacy across all segments.
- Proactively identify and mitigate churn risks.
- Establish feedback loops that inform the product roadmap and Customer Success strategy.
- Partner with Marketing and Product to amplify customer stories and elevate the Voice of the Customer.
- Lead distributed teams across Australia and the US, with planned expansion into Asia, the Middle East, and Europe.
- Collaborate with Sales, Marketing, Product and Engineering to deliver a unified customer lifecycle.
- Partner with executive leadership on strategic initiatives, market readiness and new feature rollouts.
Requirements
- 8–12+ years’ experience in Customer Success, Account Management or related customer-facing leadership roles, ideally within SaaS or technology environments.
- 5+ years leading large, distributed teams across multiple regions with a focus on engagement, accountability and culture.
- Proven success driving major platform migrations, change initiatives or organisational transformations.
- Experience building segmented Customer Success models across Enterprise, Mid-Market and SMB, combining high-touch and digital-first approaches.
- Deep understanding of SaaS metrics — NRR, churn, expansion, and customer health scoring.
- Strong commercial acumen, partnering closely with Sales, Product and Marketing to drive retention, upsell and advocacy.
- Exceptional people leadership, with a track record of developing high-performing teams and future leaders.
- Data-driven mindset with experience using analytics to inform strategy and decision-making.
- Excellent communication and executive presence, able to influence at all levels.
- SaaS experience required, fitness, wellness or tech-enabled services industry exposure highly regarded.
Benefits
- Equal Opportunity Employer
- Values diversity
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Success Manager engaging clients on their digital transformation journey with HPE solutions, ensuring optimal service adoption and customer satisfaction throughout their journey.
Customer Success Specialist guiding new customers through onboarding and building relationships. Focused on client engagement and retention in the property industry.
Customer Success Specialist in the real estate sector, providing onboarding and customer support. Focused on enhancing user experience and driving client retention.
Client Success Director managing strategic relationships for a property intelligence company. Driving client engagement and ensuring long - term retention with measurable outcomes.
SMB Customer Success Manager driving activation, retention, and growth across a portfolio at Sitemate in the tech industry with a focus on customer engagement.
Customer Success Manager for Sydney team driving customer activation and retention across built world industries, collaborating closely with Sales, Account Management, and Support teams.
Client Success Director managing strategic relationships with top real estate brokerage firms. Elevating client engagement and ensuring measurable value from data - enabled solutions in B2B environment.
Customer Success Manager guiding healthcare providers through onboarding and retaining relationships with Torch. Focused on delivering exceptional customer experience and understanding client needs.
Technical Success Manager responsible for troubleshooting and optimizing platform usage for APAC clients. Collaborating with internal teams and providing consultative guidance in a client - facing role.