Customer Success Practice Lead Job at Gallagher Group (Melbourne)

Team Lead Customer Success - DACH

As Appinio continues to revolutionise and conquer the market research industry, ...

Location

Germany , Hamburg

Salary:

Not provided

Appinio

Expiration Date

Until further notice

Requirements

5+ years of Market research experience with in-depth methods and industry knowledge or similar experience in a related field/industry
3+ years of leadership experience with a proven track record in leading high-performing teams, particularly in significant turnaround or fast scale-up environments
experience in supporting and consulting B2B customers - ideally in market research agencies and providers, SaaS, management consulting, or advertising/communication
a high level of energy, focus, and drive, coupled with an ability to swiftly adjust to changing priorities and aspiration to create the best-in-class Customer Success function, aiming to make a significant impact in your role
a strong results focus, consistently achieving ambitious growth targets regularly
communicate confidently, clearly, and transparently in both German and English, facilitating seamless interactions across diverse teams and stakeholders

Job Responsibility

Lead, develop, and strategically recruit a high-performing team of 6-9 customer success managers in the DACH region, each overseeing a dedicated portfolio of up to 20 customers within a specific vertical
Prioritise coaching and empowerment for Customer Success Managers, fostering a culture of growth and continuous skill development to consistently elevate performance standards
Leverage a profound understanding of market research, innovative methodologies, and comprehensive knowledge of industry and market dynamics to comprehend customer needs and shape the future of the CS role
Innovate and refine processes, playbooks, and best practices by consistently exploring new strategies, technologies, and approaches to enhance the CS team's performance and elevate the overall customer experience
Collaborate with the Interim Head Of DACH and other team leads on developing and executing the overall vision and strategy in CS
Collaboratively drive the achievement of business and revenue objectives with your team and across markets collaborating with the local CS Teams

What we offer

Flexibility Policy - Our flexibility policy means there is no hard cap on the number of vacation days you can take
Temporary work from abroad - If you're based in the EU, you can work outside your country of residence for up to 180 days per year
All the hardware you need and your own MacBook
If you are located in Hamburg or Berlin, you'll get a Deutschland ticket or access to a mobility budget with the NAVIT app to get you to and from the office space
If you are located in Germany or Spain, you will have access to a Subsidised Urban Sports Club membership
In case you’re located in one of the cities where most of our fellow Appinioneers are (Hamburg, Berlin, Munich, London, Madrid, Barcelona, or New York), you can get access to our Co-working spaces

Fulltime

Senior Customer Success Manager

We're looking for a Senior Customer Success Manager, with at least 4 years of ex...

Location

United States

Salary:

Not provided

ClientSuccess

Expiration Date

Until further notice

Requirements

At least 4 years of experience as a Customer Success Manager in a high-engagement environment
Proven experience managing a portfolio of 50-70 customers, with a strong track record of success
MUST have experience using a Customer Success Management Platform
Comprehensive experience with Customer Success best practices
Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts
Strong follow-up skills, ensuring that customer needs and expectations are consistently met
Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously
Ability to work in a fast-paced, dynamic environment
Strong problem-solving skills, with a proactive and solutions-oriented mindset

Job Responsibility

Customer Management: Serve as the point of contact for a portfolio of 50-70 customers, ensuring their needs are met and value is continuously delivered
Customer Engagement: Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction
Retention & Growth: Proactively identify opportunities for upselling and cross-selling, working closely with sales and product teams to drive customer growth
Project Management: Lead and manage ongoing projects, ensuring timelines and goals are met. Partner with the Director, Success Services to manage Onboarding and Renewals
Communication & Follow-Up: Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing any concerns
Risk Management: Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention
Customer Advocacy: Act as a customer advocate within ClientSuccess, providing insights to product and leadership teams to enhance our offerings
Reporting: Track and report on key customer success metrics, including customer health, satisfaction, and retention

What we offer

Competitive salary and benefits package
Opportunities for professional growth and development
A collaborative and supportive work environment
The chance to make a significant impact on our customers and our company

Fulltime

Senior Principal - Customer Success, Strategic Accounts

Senior Principal role in Customer Success for Strategic Accounts, focusing on bu...

Location

Australia , Sydney; Melbourne

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

12+ years in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers
Fluent Korean Speaking
Executive presence and experience delivering solutions at the SVP/C-level for Fortune 500/global enterprise customers
Demonstrated success in leading transformational initiatives that drive measurable customer outcomes (e.g., differentiated use cases, efficiency savings, accelerated growth and business outcomes (e.g., platform adoption, expansion, retention)
Experience with AI and digital transformation in enterprise environments
Strong understanding of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices
Proficiency with Customer Success Planning frameworks
experience using Gainsight, Salesforce, Tableau, or similar tools
Excellent problem-solving, communication, and stakeholder management skills

Job Responsibility

Executive Engagement & Trusted Advisor: Build and maintain trusted relationships with C-suite and senior executives, ensuring Atlassian is positioned as a strategic partner in their digital and AI transformation journeys
Outcome-Driven Success: Accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams
Strategic Success Planning: Lead the development and execution of Customer Success Plans (CSPs) that align with customer business goals, including regular check-ins, QBRs, and strategic planning sessions. Leverage CSPs as a vehicle for driving adoption, retention, and expansion
Complex Program Leadership: Guide customers and internal teams through complex implementation and transformation initiatives, often involving multiple partners and stakeholders
AI & Emerging Tech Enablement: Advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations
Risk Mitigation: Proactively identify risks, escalate issues, and drive mitigation strategies in partnership with account teams
Voice of the Customer: Serve as the customer advocate internally, providing actionable feedback to improve Atlassian’s products, services, and customer experience
Cross-Functional Collaboration: Partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value

What we offer

Health and wellbeing resources
paid volunteer days
a wide range of perks and benefits designed to support you, your family and to help you engage with your local community

Fulltime

Senior Manager of Customer Success

We’re looking for a strategic and results-driven Senior Manager of Customer Succ...

Location

United States; Canada , Austin; Raleigh; Nashville; Toronto

Salary:

174000.00 - 248000.00 USD / Year

CaptivateIQ

Expiration Date

Until further notice

Requirements

8+ years in customer success, account management, or client-facing roles within a SaaS environment
At least 5+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers
Proven success leading tech-touch and digital CS programs
Experience with ChurnZero or similar CSPs strongly preferred
Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50–200 accounts per CSM)
Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems
Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance
Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product
Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture
Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels

Job Responsibility

Design and optimize scalable playbooks across all lifecycle phases—onboarding, adoption, renewal, and expansion—to ensure consistent, high-impact engagement
Identify segment-level trends and drive scalable operational improvements across the Commercial CS motion
Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like ChurnZero to drive personalized, proactive customer interactions
Leverage customer data (adoption, engagement) to infer early indicators of risk or growth potential
Develop playbooks to successfully drive customers through the value journey in 1:many and low touch models
Create multi-threaded customer relationships in a 1:many model
Partner cross-functionally with Operations and Professional Services to improve the scaled customer journey
Provide structured customer feedback to influence product direction and go-to-market alignment
Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes
Monitor key customer success metrics - including adoption, retention, expansion, and churn risk signals - and implement strategies to improve outcomes and operational efficiency

What we offer

100% of medical, dental, and vision covered including 75% for dependents
Flexible vacation days and quarterly mental health days so you can recharge
Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
Annual stipends for professional development and caretaking
401k plan to participate in and save towards the future
Newest Apple products to help you do your best work
Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ

Fulltime

Customer Success Manager Intern

You will learn the ropes of providing exceptional coaching support to our organi...

Location

United States , San Diego

Salary:

30.00 USD / Hour

GoFundMe

Expiration Date

Until further notice

Requirements

Ownership: Approach all escalations, tickets, projects and areas of involvement with an entrepreneurial mindset
Emotional resilience: Demonstrate the ability to remain positive and recover quickly from setbacks
Empathy and emotional intelligence: Show genuine understanding and concern for the needs and feelings of both customers and fellow employees
Eager to learn from experimentation: Actively engage in experimenting with new approaches to solving customer issues or improving work processes
Embrace change: Adapt to new processes and environments with a constructive and flexible attitude
Team player: Work cooperatively and effectively within the team
Genuine interest: Display a sincere curiosity and interest in learning about GoFundMe and the unique challenges faced by the customer personas and markets we support
Intentional and proactive communicator: Communicate clearly and effectively
Phone skills: Proficient in phone skills including coaching customers over the phone and problem solving live
Familiarity with internal tools: Develop an understanding of internal tools such as Google Sheets and Zendesk

Job Responsibility

Coach GoFundMe fundraiser organizers to have the most successful fundraiser they can
Participate in handling customer queries through multiple channels, including email, text and phone, focusing on technical concerns and custom coaching advice
Opportunity identification: Begin to recognize customer needs and feedback during interactions, aiming to identify basic opportunities for business development or support enhancements
Learning and development: Engage in continuous learning to develop your knowledge in effectively advising organizers
Project management assistance: Participate in internal projects under supervision, performing tasks that contribute to team efficiency and customer satisfaction
Lead generation: Run a personalized outreach campaign to a strategic set of customers to develop new leads & opportunities for the Customer Success team to engage with
Metrics Tracking: GDV Supported: Coach organizers on best practices to increase their fundraiser success and therein GDV
Fundraisers coached: Maintain assigned coaching volume that strikes a balance across quality and efficiency
Communications team collaboration: Coach organizers in meaningful ways to improve fundraiser quality to be passed to Comms to be ‘pitchable’ or ‘shareable’ for amplification

What we offer

Competitive pay
Comprehensive healthcare benefits
Financial assistance for things like hybrid work, family planning
Generous parental leave
Flexible time-off policies
Mental health and wellness resources
Learning, development, and recognition programs
Volunteering and Gives Back programs

Fulltime

Head of Customer Success

Global Customer Success is a highly specialized team within LHH responsible for ...

Location

United States

Salary:

115000.00 - 150000.00 USD / Year

LHH

Expiration Date

Until further notice

Requirements

10+ years of Customer Success experience in related field (Career Transition, Talent and Change Management, Leadership Consulting, Organizational Development, Human Resources, etc.) with at least 5 or more of those years in a leadership role with direct reports
Ability to travel, sometimes with short notice
Excellent platform presentation experience
Demonstrated consultative sales experience
Excellent oral and written communications skills
Excellent technology skillset
Undergraduate degree required, Postgraduate degree preferred

Job Responsibility

Drive exceptional customer satisfaction by ensuring all deliverables consistently exceed client expectations
Retain all existing contracts and maximize revenue opportunities through effective contract monetization
renew expiring contracts with full implementations to drive long-term client value
Champion continuous learning and development across the team, incorporating AI initiatives and leveraging technology to enhance consistency, efficiency, and innovation
Maintain rigorous standards for project and account management disciplines, guiding the team to elevate their skills and adopt best practices
Foster strong collaboration among Global Customer Success Directors, Global Account Directors, and cross-functional teams—including sales, operations, engagement, delivery, and finance—to ensure seamless contract execution and project delivery worldwide
Equip the team to maximize contract value and communicate our full value proposition across all lines of business, with a focus on expanding client relationships
Ensure reliable availability and responsiveness of the team to meet evolving internal and external customer needs
Promote a culture of continuous improvement, setting benchmarks that consistently surpass industry expectations
Represent Customer Success in client presentations and pitches, highlighting capabilities and differentiators to strengthen partnerships

What we offer

Growth opportunities within a human resources global leader
Medical, dental, vision, term life and AD&D insurance
Short-term and long-term disability
Additional voluntary benefits
Commuter benefits
Wellness plans
401k plan or a non-qualified deferred compensation plan
Paid leave includes Personal Time Off (PTO) on an accrual basis per year
Paid Holidays
Up to 6 weeks of Paid Parental Leave

Fulltime

Customer Success - EMEA - Strategic

Location

United Kingdom

Salary:

Not provided

ElevenLabs

Expiration Date

Until further notice

Requirements

7-9 years of experience in Customer Success, Account Management, or Strategic Partnerships within a fast-paced SaaS environment
Proven success demonstrating and delivering value for customers leveraging technical or mission-critical products (ideally in AI or related technologies)
Strong commercial acumen with a track record of owning and exceeding renewal and expansion goals
A builder mindset with a focus on scalable systems, operational excellence, and continuous improvement
Exceptional communication and relationship management skills, with the ability to influence stakeholders at all levels of complex organizations
Analytical and creative problem-solving abilities, adept at turning insights into strategic opportunities
Fluency in English
additional languages are an asset

Job Responsibility

Drive strategic account management: Build and manage high-impact relationships across a book of 20 enterprise and strategic clients, ensuring alignment between customer objectives and product strategy
Accelerate customer value: Lead onboarding and long-term adoption initiatives across multiple products, ensuring customers achieve meaningful and measurable outcomes
Drive multi-product adoption: Analyse customer usage and engagement across our product suite to identify opportunities for increasing adoption, deepening integration, and maximising customer value across our customers business
Own commercial outcomes: Manage renewals and expansions across your portfolio, owning key metrics such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), and directly contributing to overall company growth targets
Shape the CS organization: Partner with CS Leadership and cross-functionally with Engineering, Sales, and other cross functional teams to refine processes, develop scalable solutions, and define best practices that enhance the customer experience
Champion customer success excellence: Act as the voice of the customer internally, influencing roadmap priorities and ensuring long-term partnership success

What we offer

Innovative culture
Growth paths
Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend
Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose
Annual company offsite
Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend

Fulltime

Director of Customer Success, EMEA

We’re looking for a Director of Customer Success – EMEA to join our global team ...

Location

Israel , Tel Aviv

Salary:

Not provided

Cyera

Expiration Date

Until further notice

Requirements

5+ years of experience leading technical CS, TAM, or Professional Services teams, including experience managing multi-regional teams across EMEA
Served as a Head/Director of CS, or in a similar leadership role, within a B2B SaaS or cybersecurity organization
Strong technical support mindset, with the ability to guide teams through complex troubleshooting, root-cause analysis, and customer escalations
You are comfortable partnering directly with Support and Engineering to resolve critical issues, streamline escalation paths, and ensure a seamless, high-quality customer experience
Excel at building scalable processes, driving adoption, managing renewals, and leading change across complex environments
Thrive in a fast-paced, high-growth, and ambiguous startup environment, making decisions with clarity and confidence
Bring a strong technical orientation, with experience working alongside Product, Engineering, and Architecture teams
Fluent in Salesforce, BI tooling, customer analytics, and data-driven decision-making
A compelling communicator, capable of leading both executive-level business discussions and deep technical workshops
Willing and able to travel 25–50% to engage directly with customers and teams.

Job Responsibility

Lead and scale technical Customer Success teams across EMEA, shaping team structure, methodologies, and execution standards as Cyera expands globally
Develop and operationalize CS infrastructure—including customer journeys, playbooks, QBR frameworks, KPIs, and dashboards—to drive predictable outcomes and organizational alignment
ֿBuild and own a comprehensive renewals strategy covering process design, forecasting, workflows, timelines, and escalations to ensure timely renewals, reduced churn, and strong retention
Collaborate closely with CSEs, Account Managers, and cross-functional leaders to streamline renewals and remove operational friction
Act as a strategic partner to enterprise customers, deepening relationships, understanding business goals, identifying expansion opportunities, and driving measurable value throughout the lifecycle
Monitor customer health, usage patterns, adoption trends, and risk indicators
proactively address issues to prevent escalations and protect satisfaction
Lead cross-functional initiatives to resolve renewal challenges, enhance onboarding and training, optimize support processes, and improve operational efficiency across regions
Partner with Product, OCTO, Sales, SEs, Support, and Services to align priorities, influence roadmap decisions, and ensure seamless customer transitions
Oversee end-to-end CS operations, including onboarding, enablement, engagement, and documentation, implementing best practices and standard operating procedures

Fulltime

Customer Success Practice Lead

Gallagher Group

Location:
Australia , Melbourne

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 04, 2026

Expiration:
March 20, 2026

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