Head of Customer Success

Drive360 sits inside truck cabs, depot offices and compliance audits across Australia, the UK and Saudi Arabia. Fleet management, NHVR compliance, GPS, AI vision cameras and route optimisation in one platform, opened by 1,500+ daily users across drivers, supervisors, fleet managers and back-office teams.

The Senior Customer Success Manager owns retention and expansion across the strategic accounts that fund our growth. This is not an account-management role with a softer name. You will know your customers' contract values, executive sponsors, product usage and renewal posture better than they know it themselves. You will see a renewal at risk three months before it lands in a forecast. You will see expansion before sales does.

You will be the operator's first call after they sign. And the reason they renew.

What You'll Do

• Own a portfolio of strategic accounts from go-live through renewal and expansion
• Spend time at customer sites (depots, yards, driver cabs) to understand how Drive360 performs in the field
• Build executive relationships across customer organisations: operations directors, fleet managers and finance leadership
• Drive Drive360 adoption across the people who use the product every shift, not only the buyers who signed the contract
• Identify expansion opportunities (additional vehicles, modules, sites) ahead of the sales motion
• Run quarterly business reviews tied to the outcomes the customer cares about: incident rate, fuel cost, compliance posture, fleet utilisation
• Forecast renewals accurately and resolve risk well before contract end
• Translate customer feedback into prioritised product input the team can act on
• Mentor junior CSMs and help define how the customer success function operates as the business scales

The cycle: Onboard → Adopt → Expand → Renew

You'll Fit If You

• Have 5+ years in customer success, account management or post-sales in B2B SaaS, with at least 2 years in a senior or lead capacity
• Have owned a measurable number end-to-end: retention, expansion, NRR or gross retention, with a target and accountability to leadership
• Can read a customer's posture quickly. You see retention risk before it shows up in usage data, and expansion before it shows up in sales notes
• Are fluent in multi-tenant SaaS economics, per-user pricing and integration trade-offs
• Operate effectively across sales, product and support without needing translation in either direction
• Hold a credible technical conversation with engineers when the trade-offs require it
• Hold a clean driver's licence and have access to a vehicle for customer site visits

You'll Thrive If You Also

• Have worked inside transport, logistics, fleet management or another regulated industry
• Already understand NHVR, Chain of Responsibility and Electronic Work Diary
• Have led customers through a platform migration without losing the account
• Have product experience involving hardware components: GPS, cameras, telematics, IoT
• Have helped scale a customer success function from early traction through market expansion
• Have Australian B2B SaaS experience

Compensation

• Competitive base salary
• Health insurance
• Parental leave
• Annual leave
• Commuter assistance
• Wellness allowance
• Gym membership
• Company events
• Remote work allowance for off-site days
• Direct access to founders
• Career growth opportunities within a global organisation

To Apply

Send your CV and a brief note addressing three things:

• The largest account you have owned end-to-end: ARR, complexity and what you actually did
• One renewal you saved or lost, and what you took from it
• Why this role, this product and this market