Customer Experience and Retention Lead

EstimateOne

Customer Experience and Retention Lead guiding CX teams and retention initiatives. Improving customer loyalty for E1’s SaaS construction tender management platform.

Posted 9/8/2026full-timeRichmond • 🇦🇺 AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer experience initiatives, utilizing data analysis to drive retention strategies, and fostering collaboration across teams to enhance customer satisfaction and reduce churn. Proficient in leveraging AI and self-service solutions to improve customer interactions and outcomes.

Highest-signal resume keywords

Customer Experience LeadershipData Analysis for Churn IdentificationAI and Self-Service ImplementationRetention Strategy DevelopmentCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisChurn Risk IdentificationRetention Strategy DevelopmentCustomer Insight ApplicationAI UnderstandingAutomation KnowledgeSelf-Service Improvement

Soft Skills

Coaching and DevelopmentTeam-Oriented MindsetProblem SolvingAdaptability

Industry Keywords

Customer ExperienceCustomer SuccessSaaSSubscription BusinessCommercial Understanding

About the role

Key responsibilities & impact

Lead, coach and develop Customer Experience Specialists
Handle complex or high-impact customer issues
Speak directly with churned and at-risk customers
Build an evidence-based understanding of customer churn across Builder, Subbie and Supplier audiences
Analyze customer, product usage, billing, support and commercial data to identify patterns, friction and churn risks
Develop, coordinate and measure retention, save and win-back initiatives
Evolve the CX model using expert support, AI and self-service
Own outcomes from AI support, including resolution quality, CSAT and deflection
Improve customer knowledge and self-service experiences
Partner with Product, Marketing, RevOps, Sales and Customer Success to address customer friction and improve retention
Represent the customer voice in business decisions
Track and communicate progress against CX and retention outcomes

Requirements

What you’ll need

Experience leading a Customer Experience, Customer Success, Support or similar customer-facing team, ideally within SaaS or another subscription business
Ability to operate as a player-coach, setting direction, developing people and contributing hands-on
Commercial understanding of the relationship between customer experience, adoption, retention and growth
Ability to use customer and churn data to identify patterns and make decisions
Ability to turn customer insight into action and bring different teams together to solve problems
Understanding of AI, automation and self-service, including where human interaction creates customer value
Comfort experimenting, measuring results and changing course when needed
Ability to champion company values
Team-oriented mindset

Benefits

Comp & perks

$3,000 per year towards your professional development
$500 towards your wellbeing per year
$500 each year to design your own WFH setup
5 days entrepreneurial leave each year
Paid parental leave, including 16 weeks for primary carers and 6 weeks for secondary carers
Volunteer leave
Non-profit donations matched 2:1