Customer Success Director - Company Registry - Perth

About Us 

Automic Group is Australia’s market leader in technology-driven investor administration. Combining proprietary cloud-native technology with expert service, Automic simplifies investor administration and governance for companies and funds. We provide the market's leading registry, employee share plans, IR analytics, and fund administration services for over 1,400 ASX-listed and unlisted organisations. 

Automic’s culture is collaborative, inclusive, and purpose driven. It is grounded in our mission to connect companies and funds to their investors through technology, service, and trust, and guided by our values of One Automic, Go Beyond, Empowered, and Accountable. 

About the Role

We're looking for an experienced Customer Success Director to lead a high-performing Customer Success team within Automic's Company Registry business.

This is a strategic leadership opportunity where you'll drive exceptional client experiences across a portfolio of ASX-listed clients, including ASX 300 organisations, while developing and mentoring a team of Customer Success Managers. You'll play a critical role in shaping customer strategy, strengthening client relationships, and ensuring service excellence in a fast-paced, highly regulated environment.

This role requires someone who thrives on building strong relationships, coaching teams to perform at their best, and navigating complex client situations with confidence and professionalism. Working closely with Sales, Product, Operations, Technology, and Risk teams, you'll drive initiatives that enhance the end-to-end client journey, strengthen customer relationships, and embed a culture of service excellence across the business.

Role Responsibilities:

• Lead, mentor, and develop a team of Customer Success Managers.
• Foster a collaborative, high-performing team culture focused on service excellence.
• Support capability development through coaching, feedback, and ongoing mentoring.
• Drive engagement, performance management, and succession planning initiatives.
• Oversee a portfolio of key Company Registry clients, including Platinum and Gold ASX-listed organisations.
• Build strong relationships with senior client stakeholders through proactive engagement and outreach.
• Monitor client sentiment and identify opportunities to strengthen partnerships and improve retention.
• Support Customer Success Managers in delivering exceptional client experiences.
• Act as the senior escalation point for significant client issues and incidents.
• Lead resolution efforts during periods of heightened activity or service disruption.
• Apply sound judgement and strong negotiation skills to achieve positive outcomes.
• Partner with operational teams to identify root causes and drive improvements.
• Champion service quality standards and continuous improvement initiatives.
• Identify opportunities to enhance processes, client engagement models, and service delivery.
• Contribute to strategic initiatives that support business growth and client satisfaction.

Skills and Experience

• Significant experience leading Customer Success, Client Services, or Relationship Management functions within financial services.
• Proven success in scaling customer success models within growth-oriented businesses.
• Experience managing complex client relationships and executive-level escalations.
• Strong understanding of the Company Registry ecosystem, including listed and private company environments.
• Demonstrated ability to lead managers and multi-layered teams.
• Strong commercial acumen, with a focus on client retention and portfolio growth.
• Experience balancing service excellence with operational efficiency and commercial outcomes.
• Strong stakeholder management skills across Operations, Technology, Product, and Sales functions.
• Experience using CRM platforms and customer success tools (e.g. HubSpot).
• Strong reporting and data analysis capabilities to drive decision-making.
• Bachelor's degree in Business, Commerce, Finance, or a related discipline (preferred).

About You

You're a people leader who genuinely enjoys helping teams succeed. You understand that exceptional customer experiences are built through strong relationships, effective communication, and empowered teams.

You'll bring a calm and pragmatic approach to managing escalations and competing priorities, particularly during peak operational periods. Most importantly, you'll be someone who can seamlessly integrate into an established team environment and positively contribute to the culture.

To succeed in this role, you will demonstrate:

• Proven leadership experience managing and developing client-facing teams.
• Strong customer success, account management, or client services experience within financial services.
• Exceptional stakeholder engagement and relationship management skills.
• Experience handling complex escalations, incident management, and difficult conversations.
• Strong negotiation and influencing capabilities.
• The ability to perform effectively in high-pressure environments with competing priorities.
• A collaborative leadership style focused on coaching and team development.
• Commercial awareness and a client retention mindset.

Why Join Automic?

You'll be part of a team where operational excellence, collaboration, and continuous improvement are genuinely valued. This is an opportunity to deepen your expertise, contribute to meaningful outcomes, and grow your career within a high-performing, purpose-led fintech environment.

Key Benefits Include:

• Hybrid working.
• A high-growth, scale-up organisation.
• Professional career growth and development.
• A supportive and fast-paced environment.

If the above sounds like you, please apply for this exciting opportunity and be part of the growth journey at Automic!

Applications will be reviewed as they are received, and interviews may commence prior to the closing date.