Head of Customer Success and Support
MYOB
full-time
Posted on:
Location Type: Hybrid
Location: Melbourne • Australia
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Job Level
About the role
- Design and deliver Flare-wide programs that retain and grow the value of our customer base.
- Build and execute a Flare-wide Customer Success strategy that drives customer retention, back-book revenue growth, and increased product penetration across our benefits and onboarding platforms.
- Develop and own a Customer Success Playbook for key employer accounts, including QBR frameworks, performance dashboards, clear customer-level targets, and best-practice engagement programs.
- Lead Customer Support and case management operations, building an efficient, accountable support team with the tooling and reporting needed to improve visibility, response times, and resolution performance.
- Partner closely with Product and Engineering to prioritise customer-impacting roadmap items, shorten the customer feedback loop, and ensure teams stay close to real customer needs and usage.
- Drive network and onboarding solution success by working with our marketing and network partners to understand employer uptake, run campaigns that educate HR managers, and implement strategies to increase platform and feature penetration.
- Contribute as a member of the senior leadership team, representing the Customer Success and Support function in key planning forums and being an influential voice on growth priorities, investment decisions, and EBITDA-focused outcomes.
Requirements
- Extensive experience leading and/or establishing a Customer Success function, ideally within a B2B SaaS start-up or scale-up, with a strong track record of retention and expansion.
- Proven ability to build and develop high-performing teams, including Customer Success and Support, with a focus on accountability, coaching, engagement, and strong, positive culture.
- Highly developed stakeholder management skills, with experience influencing senior leaders and collaborating across Product, Engineering, Sales, Marketing, and Operations.
- Strong analytical and systems-thinking capability, comfortable working with dashboards, customer metrics (e.g. utilisation, NRR, issue resolution), and tooling to drive data-informed decisions.
- Excellent communication skills (written, verbal, and visual), able to translate complex insights into clear narratives for customers, internal teams, and senior stakeholders.
- Familiarity with modern sales, customer success, and support enablement technologies, and the ability to use them to scale programs, improve visibility, and enhance customer experience.
Benefits
- Enjoy a flexible, hybrid workplace that brings balance to how you work, all of our centrally located offices come together for a number of in-person celebrations and social events
- Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers
- Benefit from our partnership with Sonder, which supports the wellbeing of our team members
- Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance
- Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more
- Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success strategyCustomer Success PlaybookQBR frameworksperformance dashboardscustomer-level targetsdata-informed decisionscustomer metricsutilisationNRRissue resolution
Soft Skills
leadershipteam buildingstakeholder managementinfluencingcollaborationanalytical thinkingsystems thinkingcommunicationcoachingengagement