Director of Customer Success / Account Director

Build and lead the Client Success function of one of Australia's fastest-growing outbound agencies.

Location: Remote (Work from anywhere). Our team is fully remote and our clients are based across Australia, North America, Europe and other global markets.

Over the past six months, we've grown from 3 to 19 people. And we're just getting started.

We're looking for a Director of Client Success to build the function that will power our next stage of growth.

This isn't a role where you'll inherit an established department. You'll build it.

Working directly with the founders, you'll design the systems, processes and team that deliver exceptional client experiences, increase retention, drive expansion revenue and create the operational foundation needed to scale.

Today our systems support onboarding around four new clients each month. Your mission is to build the people, processes and infrastructure that allow us to confidently scale beyond eight new clients per month while maintaining exceptional client outcomes.

If you enjoy building, improving and leading, you'll love this role.

About Us

We're a fast-growing outbound sales agency helping B2B companies generate qualified sales meetings through cold calling, outbound email and GTM strategy.

We work with fast-growing startups and established businesses across multiple industries, combining great people, proven processes and industry-leading technology to consistently deliver results.

We're building a company designed for long-term growth and are looking for leaders who want to help shape that journey.

What You'll Do

You'll own everything that happens after a client signs.

This includes:

• Building and leading the Client Success function.
• Designing scalable systems, playbooks and operating processes.
• Owning the client journey from onboarding through renewal and expansion.
• Driving client retention, satisfaction and lifetime value.
• Leading strategic client relationships and executive conversations.
• Building, hiring and developing the Client Success team.
• Improving collaboration across Client Success, GTM, SDR and Operations.
• Establishing KPIs, reporting and accountability across the department.
• Working directly with the founders on strategy, operational improvements and company growth.

What Success Looks Like

Within your first 12 months you'll have:

• Built a high-performing Client Success team.
• Created scalable onboarding and client delivery systems.
• Established clear playbooks, KPIs and reporting.
• Increased client retention to 90%+.
• Increased client lifetime value through renewals and expansion.
• Doubled onboarding capacity from four to eight or more new clients per month without compromising client experience.
• Built a department capable of supporting the company's next stage of growth.

About You

You're a builder.

You enjoy creating systems, developing people and bringing structure to fast-growing businesses.

You can move between strategic conversations with founders, operational problem-solving with internal teams and commercial discussions with clients.

You're highly autonomous and don't need constant direction.

Ideal Experience

• Leadership experience in an outbound agency, sales agency, lead generation business, marketing agency or other fast-growing service business.
• Experience managing client relationships, renewals and account growth.
• Strong understanding of outbound sales and business development.
• Experience building teams, systems and scalable operations.
• Excellent leadership, coaching and communication skills.
• Strong project management and organisational ability.
• Comfortable influencing cross-functional teams.
• Strategic, commercially minded and highly accountable.

Why Join Us?

This is more than a Client Success leadership role.

It's an opportunity to build an entire department inside one of Australia's fastest-growing outbound agencies.

You'll have direct access to the founders, genuine ownership over your function and the opportunity to become one of the company's most influential leaders as we continue to scale.

What We Offer

• Fully remote role - work from anywhere in the world.
• Executive leadership position.
• High level of autonomy and ownership.
• Opportunity to build and lead your own department.
• Competitive salary plus performance bonuses.
• Equity opportunity for the right person.
• Ambitious, high-performing and supportive culture.
• Opportunity to help build a business targeting a successful exit within the next five years.

If you're excited by the opportunity to build, lead and scale a world-class Client Success function, we'd love to hear from you.