Senior Director, Customer Success
Drive Value. Shape Strategy. Lead Transformation.
We're looking for a bold, visionary Senior Director of Customer Success to lead our AUNZ region—an influential executive role that owns the entire post‐sales lifecycle for our most complex, high‐value enterprise customers.
Why This Role Matters
As the Senior Director of Customer Success, you will lead a powerhouse team responsible for delivering value realization, operational excellence, and sustainable revenue growth. You will partner closely with Sales, Product, Operations, Customer Care, and Marketing to deliver exceptional outcomes tied directly to finance‐centric priorities—including risk & compliance, operational efficiency, customer experience, and data security.
This is a role for a strategic builder, an inspiring leader, and a customer‐obsessed operator.
What You'll Lead & Own
Strategy & Leadership
* Define and execute the AUNZ Customer Success strategy across verticals and customer segments (strategic, enterprise, mid‐market).
* Build, scale, and mentor a diverse, high‐impact CS team—including Managers and Directors.
* Establish and operationalize a value framework with finance‐aligned KPIs, outcome mapping, and compelling executive communication (QBRs).
* Own renewal performance and net retention, with clear rules of engagement and accurate forecast accountability.
Customer Outcomes & Advocacy
* Deliver seamless onboarding and accelerated time‐to‐value for complex, multi‐stakeholder implementations.
* Lead QBRs that showcase tangible ROI linked to business cases and regulatory requirements.
* Drive customer maturity, adoption, and expansion with structured success plans and executive sponsorship programs.
* Build customer advocacy engines—references, case studies, advisory boards—tailored to financial‐sector expectations.
Cross‐Functional Partnership
* Collaborate with Product teams on roadmap influence, beta programs, and finance‐grade features (security, reporting, governance).
* Partner with Implementation to ensure world‐class onboarding and reduced time‐to‐value.
* Work with Sales on whitespace analysis, expansion strategies, and commercial alignment.
* Team up with Support & Engineering to manage major incidents, reliability messaging, and customer trust.
Operational Excellence
* Design and operationalize a modern CS operating model: segmentation, health scoring, success planning, QBR frameworks, renewal forecasting, and escalation management.
* Own CS budget, hiring planning, capacity modeling, and productivity metrics.
Qualifications You Bring
Experience
Required:
* 3+ years in Account Management
* 2+ years experience leading teams/orgs
* 5+ years managing large enterprise accounts
Preferred: MBA
Knowledge, Skills & Abilities
Required:
* Proven ability to lead through change and transformation
* Deep understanding of competitive growth environments
* Strong execution excellence and process innovation
* Exceptional communication and proposal‐writing skills
* Ability to travel up to 25%
* Highly collaborative, influential, and relationship‐driven
* Strategic thinker with strong analytical and problem‐solving skills
* Resourceful, organized, and effective at multitasking
Preferred: Entrepreneurial mindset with the ability to succeed in dynamic, resource‐constrained environments
Why You'll Love It Here
You'll shape the future of Customer Success in a region filled with opportunity, complexity, and strategic growth. You'll be empowered to innovate, transform, and make a measurable impact across some of our most influential enterprise accounts.
If you thrive on leadership, strategy, and delivering real business outcomes—this is your next big move.
Why Join Us?
You'll drive impact at scale—shaping how the world's leading financial institutions unlock value, reduce risk, and transform operations. You'll lead a high‐performing team, influence product direction, and work cross‐functionally with some of the brightest minds in the industry.
If you're ready to lead a critical vertical and make a measurable difference, we'd love to meet you.
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
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