Implementation & Customer Success Leader

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

THE HUB24 STORY

We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.

Benefits And Life At HUB24

Learn more about our employee benefits HERE.

Job Summary

The Implementation and Customer Success Leader is responsible for leading and developing the Customer Success and Implementation (CS&I) function to deliver consistent, high‑quality customer outcomes across both pooled and managed book of business models.

This role ensures customers are successfully onboarded, adopt solutions effectively, and realise ongoing value. The Customer Success Leader drives strong team performance, scalable service delivery, and customer‑centric practices, while partnering closely with Sales, Enablement, Product, Support, and Operations.

The role balances people leadership, operational oversight, and customer outcomes, ensuring the Customer Success model scales effectively while maintaining a high standard of customer experience.

Responsibilities

Customer Success Delivery & People Leadership

• Lead the day‑to‑day delivery of Customer Success and Implementation, ensuring consistent, high‑quality customer experiences across onboarding, adoption, and ongoing support.
• Coach and develop Customer Success team members, building capability, confidence, and consistent customer engagement.
• Embed customer‑centric ways of working and best‑practice engagement to drive value realisation.
• Balance workload and prioritisation across pooled Customer Success and managed books of business to meet customer demand and service levels.
• Act as the primary escalation point for customer risks and complex issues, ensuring timely resolution.
• Monitor customer health and performance, proactively identifying risks and supporting change initiatives.
  
  

Operational Excellence, Enablement & Collaboration

• Establish clear roles, processes, and engagement standards across pooled and managed Customer Success models.
• Drive continuous improvement through process optimisation, performance tracking, and best‑practice Customer Success strategies.
• Track and report on Customer Success metrics including adoption, satisfaction, retention, and service performance.
• Partner with Sales, Product, Engineering, and Enablement to integrate customer feedback, improve tooling and resources, and support customer retention and growth.
  
  

Requirements

• Proven experience leading Customer Success, Client Services, or Account Management teams.
• Experience operating across both pooled/shared service models and managed account models.
• Background in SaaS, financial services, or technology‑enabled service environments (preferred).
• Demonstrated experience driving scalable customer success outcomes.
• Data‑driven mindset with the ability to analyse usage, health, and performance trends.
• Strong written and verbal communication skills with a customer‑first approach.
• Ability to explain product features and workflows clearly and practically.
• Strong problem‑solving skills and attention to detail.
  
  

The Recruitment Process

• Acknowledgement email once your application has been submitted.
• Our Talent team will start reviewing your application. If unsuccessful, you will be notified.
• If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
• If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
• Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you.
• Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews.
• Communication of outcomes to successful and unsuccessful candidates and feedback provided.
• As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.
  
  

2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Endorsed by WORK180, we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on the BOSS Best Places to work list.

Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative

HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you