LAB Group is on a mission to transform the way regulated businesses onboard and manage clients: digitally, efficiently, and compliantly. Their platform automates customer onboarding, identity verification, AML and CTF compliance, and lifecycle management, enabling financial institutions, wealth managers, fund administrators and a growing range of regulated entities to move from manual processes to seamless digital experiences. Founded in 2010 and deeply embedded in the financial services sector, LAB Group has built an outstanding reputation with some of Australia's most respected institutions. Now, with Australia's AML reform landscape expanding its addressable market, they are entering a new chapter of growth and building the team to match. The product is mature. The customer base is strong. The opportunity now is to build a world-class customer success function that ensures every client realises the full value of what LAB Group has built. The RoleThis is a significant opportunity to join a close-knit, highly capable team and shape the customer success function from the ground up. Reporting directly to the Co-founder and CEO, and sitting alongside the Senior Leadership team, you will own net revenue retention across a mix of mid‐market and enterprise clients. While an experienced team is in place, there is an opportunity to reshape how LAB Group engages with its customers as the company continues to grow. This is a hands‐on, strategic role. You will manage high‐touch enterprise relationships while designing scalable processes that lift the entire portfolio. You will: Own net revenue retention across the existing customer base, identifying and converting expansion, cross‐sell and upsell opportunities within accounts Build and mature a customer success framework, including customer health monitoring, standardised engagement cadences, and a formal QBR process Lead and develop a small customer support team, including implementation managers Oversee the post‐sale customer journey: from implementation through to long‐term account health and strategic relationship management Leverage analytics tooling to drive data‐informed customer success initiatives and inform product conversations Partner with the sales function and product teams on go‐to‐market activities for new features and capabilities What You Bring To The RoleYou are a customer success leader with a track record in B2B SaaS. Someone who has built or significantly matured a CS function and knows what good looks like. You are equally comfortable in the boardroom with an enterprise CRO and rolling up your sleeves to establish a new process. You will bring: Strong B2B SaaS customer success experience, with a clear track record of driving net revenue retention and expansion within an existing customer base Experience building customer success frameworks, processes and cadences, ideally from an early or unstructured stage Comfort managing both high‐touch enterprise accounts and scalable approaches for a broader mid‐market portfolio Familiarity with subscription and transaction‐based revenue models A data‐driven mindset. You know how to use analytics platforms and customer signals to stay ahead of churn and identify growth Strong cross‐functional collaboration skills, particularly across sales, product and implementation teams Industry background in financial services or RegTech is not essential. Domain knowledge can be learned. What matters is your ability to engage credibly and build trust with sophisticated clients What's In It For YouA rare chance to own a function. You will have real autonomy to establish best practices, shape the discipline, and define what great customer success looks like at LAB Group, backed by a leadership team that is invested in getting this right. A meaningful expansion opportunity within an established and loyal customer base, where the work you do will have direct commercial impact Sophisticated tooling already in place for customer behaviour analytics, giving you a strong foundation to build from Partnership with an experienced leadership team, including direct access to the Co‐founder and CEO, and a new sales leader focused on growing the new business pipeline alongside you A product with real momentum. AML and CTF reform requirements continue to expand LAB Group's addressable market, making customer success a growth function, not just a retention one Next StepsIf this sounds like the kind of role you have been looking for, one where you can genuinely build something and leave your mark, we would love to hear from you.#J-18808-Ljbffr