Director of Customer Success
Hapana
full-time
Posted on:
Location Type: Hybrid
Location: Rosebery • 🇦🇺 Australia
Visit company websiteJob Level
Lead
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Success strategyplatform migrationcustomer retentioncustomer health scoringdata analyticssuccess metricscapacity modelsplaybook developmentengagement modelschange initiatives
Soft skills
leadershipcoachingcommunicationinfluenceaccountabilitycollaborationcultural developmentstrategic thinkingteam developmentproblem-solving