Head of Enterprise Success

TL;DR

Head of Enterprise Success (Enterprise Customer Success): Leading enterprise customer success strategy and a player-coach team responsible for retention, expansion, and high-impact user research programs. with an accent on strategic account growth, commercial ownership, and repeatable success operations. Focus on coaching managers, forecasting renewals, designing playbooks, and solving complex stakeholder and procurement challenges across major accounts.

Location: In-person at the Brisbane office, Australia; regular face-to-face meetings with key accounts in Sydney and Melbourne are required.

Company

A user research platform that helps organisations recruit participants, run research, and generate insights for better product decisions.

What you will do

• Coach, develop, and grow a team of Enterprise Customer Success Managers.
• Own team retention and growth targets while managing a personal portfolio of strategic accounts.
• Forecast accurately, identify account risk, and build strategies for expansion and renewal.
• Design playbooks, operating cadences, and customer health signals for a scalable enterprise success function.
• Partner with Business Development, Product, Delivery, and Fulfilment to improve handovers and customer outcomes.
• Lead senior stakeholder meetings, demonstrations, and custom solutions for complex enterprise needs.

Requirements

• 4+ years of experience in Enterprise Success, Account Management, or a similar customer-facing function.
• At least 2 years of people leadership experience.
• Proven ownership of retention and growth targets for a team or large portfolio.
• Experience managing large strategic accounts, such as accounts with $150k+ ARR or complex stakeholder structures.
• Experience with long renewal cycles, enterprise procurement, and post-sale value delivery.
• Experience in a high-growth startup or scale-up, with strong communication, commercial judgment, data skills, and cross-functional collaboration.

Nice to have

• Experience building an Enterprise Success function from a small base.
• Experience with Slack, HubSpot, and Google Workspace.

Culture & Benefits

• In-person, vibrant, and social work environment.
• One additional paid day off each month, providing a total of seven weeks of annual leave.
• Lunch provided every day.
• Free public transport to and from the office.
• Commitment to diverse teams and inclusive hiring.

Hiring process

• Additional benefits and role details are discussed during the interview process.