Director of Customer Success

As the Account Director, you will be the commercial and strategic lead for our most significant partnerships in the ANZ region. This is a "Full-Cycle" growth role designed for a high-performer who excels at the Customer Success (CS) - Handling and Nurturing existing accounts. You will be responsible for protecting and expanding a multi-million dollar portfolio while simultaneously identifying and winning high-value "Greenfield" projects in the account. You will act as a trusted advisor to CMOs and Heads of Loyalty, ensuring our platform drives measurable marketing ROI and consumer engagement.

What you will do:

Portfolio Growth & Retention (Farmer/CS

• Net Revenue Retention (NRR): Own the full renewal cycle and commercial health of a dedicated portfolio
• Expansion & Upsell: Identify opportunities for product cross-sells and seat expansions to drive organic growth
• Strategic Success Planning: Develop 12-month roadmaps for clients that align our SaaS capabilities with their specific marketing KPIs (CLV, Churn reduction, Engagement)
• Value Realization: Lead Quarterly Business Reviews (QBRs) that demonstrate data-driven ROI to C-suite stakeholders

Subject Matter Experti

• Loyalty Consulting: Advise clients on loyalty mechanics (points, tiers, gamification) and marketing automation best practice
• Product Advocacy: Act as the "Voice of the Customer" for our Product team to ensure the roadmap reflects the unique needs of the Australian market

Qualifications & Experie

• SaaS Expertise: 8+ years of experience in Enterprise SaaS, specifically within Loyalty, CRM, MarTech, Payments sector
• Proven Track Record: Demonstrated success in meeting/exceeding quotas for both renewals and new business acquisition
• Domain Knowledge: Deep understanding of the Australian retail, travel, hospitality, or financial services landscape
• Stakeholder Management: Exceptional ability to influence and negotiate with C-level executives (CMOs, CTOs, CXO

Key Performance Indicators (KPIs)

1. Net Revenue Retention (NRR): Target of 100%+ across the assigned portfolio
2. New Business Value (NBV): Annual revenue expansion from existing accounts
3. Account Health Score: Maintaining high NPS and platform adoption rates across the portfolio