Senior Manager, Customer Solutions
JobAdder
1 day ago
Full-time
On-site
Sydney NSW
Perks & Benefits:
About The Role:
Strategic Leadership and Planning:
Responsible for shaping and implementing a long-term Customer Solutions strategy aligned to the broader CS and company strategy, with a clear focus on improving customer health, adoption, NDR and revenue outcomes.
Customer Onboarding Strategy:
Own the design and evolution of the customer onboarding model, ensuring customers are onboarded quickly, consistently and effectively across segments. This includes balancing high-touch, hybrid and self-service onboarding journeys based on customer size, complexity and value.
Automated and Self-Service Onboarding:
Lead the development of scalable onboarding experiences, including automated onboarding journeys, guided product education, lifecycle communications, knowledge content, in-app guidance and self-service resources. The aim is to
reduce manual effort, improve time-to-value, increase adoption and create a more consistent customer experience.
Team Leadership and Development:
Build, mentor and lead a diverse team including regional managers and Customer Solution Engineers. Set clear objectives, OKRs, KPIs and SLAs to drive operational excellence, service quality and accountability.
Cross-functional Collaboration:
Work closely with Sales, Customer Success, Data Migrations, Growth & Expansion, Product, Marketing and Global Customer Experience to ensure a joined-up onboarding, implementation and adoption strategy.
Process Optimisation and Innovation:
Continuously assess and improve processes to increase efficiency, consistency and effectiveness.
Lead initiatives that simplify delivery, improve scalability and set a higher benchmark for customer experience.
Escalation Protocols:
Establish and maintain clear escalation paths, ensuring managers are empowered to resolve issues early while complex customer or delivery risks are handled quickly and effectively.
Talent Management and Team Building:
Acquire, onboard, coach, mentor and retain strong team members. Build a high-performing Customer Solutions function capable of delivering excellent service and strong customer outcomes at scale.
Partnership and Stakeholder Engagement:
Partner with leaders across Data Migrations, Customer Success, Product, Support and Revenue to build a strong reporting cadence and shape priorities based on clear insight into queued ARR, implementation timelines, adoption, churn, NPS and customer risk.
Client Relations and Service Excellence:
Build strong relationships with global clients and ensure the team delivers a high-quality, professional and consistent customer experience from onboarding through to long-term value realisation.
Data-Driven Decision Making:
Use data to optimise team operations, onboarding performance and strategic decision-making. This includes tracking customer behaviours, onboarding completion, time-to-value, product adoption, customer feedback, OKRs and KPIs to improve outcomes and operational efficiency.
About You:
Strategic Vision and Leadership:
Ability to develop and execute long-term strategies aligned to company goals, with strong leadership capability to guide and inspire the team.
Customer Onboarding and Implementation Expertise:
Experience leading customer onboarding, implementation or solutions teams in a SaaS environment (ideally Recruitment/HR or CRM related) with a strong understanding of how to drive adoption, time-to-value and customer outcomes.
Automated and Self-Service Onboarding Experience:
Experience designing or scaling automated onboarding, digital education, customer lifecycle journeys, in-app guidance, knowledge bases, academies or self-service customer enablement.
Operational and Team Management:
Experience managing diverse teams, setting OKRs, KPIs and SLAs, and driving consistent service delivery, quality and accountability.
Cross-functional Collaboration:
Strong ability to work across Sales, CS, Product, Marketing, Support and technical teams to align strategy, ownership and execution.
About JobAdder:
At JobAdder, we’re not just another software company — we’re a global leader in recruitment technology. With over 200 passionate team members across 5 countries and 25,000+ users worldwide, we’re reshaping the future of hiring.
Our powerful recruitment management platform empowers companies and agencies to streamline their processes, gain a competitive edge, and connect the right people to the right roles.
We believe recruitment is all about people. Our mission? To help recruiters focus on what really matters — building meaningful, impactful relationships and changing lives — by removing the mundane administrative tasks that slow them down. With JobAdder, we supercharge productivity, increase efficiency, and ensure that recruiters can truly focus on the human side of their work.
We’re on a journey to make recruitment smarter, more joyful, and more efficient for everyone. Our vision is to become the world’s most-loved recruitment platform, and every team member contributes to our success through our core values: Empathy, Customer Focus, Innovation, and Results.
Next Steps:
JobAdder is all about spotting people's potential as well as considering past experiences. We believe this helps us build a more diverse and inclusive team culture. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
- Competitive Salary and annual remuneration reviews.
- Health & wellness benefits to support your physical and mental well-being.
- Remote work model with co-working options available.
- Supportive team – Fun, caring colleagues with regular team-building activities and social events.
- Career experiences – Lateral, vertical, and rotational opportunities for development.
- Generous leave – Including birthday leave, a Joy day every quarter, and extra time off over Christmas.
- Paid parental leave – Generous leave, plus continued Super contributions while you’re off.
- A happy, respectful and energetic work environment where 95% of employees recommend working at JobAdder (check out our Glassdoor reviews!)
About The Role:
Strategic Leadership and Planning:
Responsible for shaping and implementing a long-term Customer Solutions strategy aligned to the broader CS and company strategy, with a clear focus on improving customer health, adoption, NDR and revenue outcomes.
Customer Onboarding Strategy:
Own the design and evolution of the customer onboarding model, ensuring customers are onboarded quickly, consistently and effectively across segments. This includes balancing high-touch, hybrid and self-service onboarding journeys based on customer size, complexity and value.
Automated and Self-Service Onboarding:
Lead the development of scalable onboarding experiences, including automated onboarding journeys, guided product education, lifecycle communications, knowledge content, in-app guidance and self-service resources. The aim is to
reduce manual effort, improve time-to-value, increase adoption and create a more consistent customer experience.
Team Leadership and Development:
Build, mentor and lead a diverse team including regional managers and Customer Solution Engineers. Set clear objectives, OKRs, KPIs and SLAs to drive operational excellence, service quality and accountability.
Cross-functional Collaboration:
Work closely with Sales, Customer Success, Data Migrations, Growth & Expansion, Product, Marketing and Global Customer Experience to ensure a joined-up onboarding, implementation and adoption strategy.
Process Optimisation and Innovation:
Continuously assess and improve processes to increase efficiency, consistency and effectiveness.
Lead initiatives that simplify delivery, improve scalability and set a higher benchmark for customer experience.
Escalation Protocols:
Establish and maintain clear escalation paths, ensuring managers are empowered to resolve issues early while complex customer or delivery risks are handled quickly and effectively.
Talent Management and Team Building:
Acquire, onboard, coach, mentor and retain strong team members. Build a high-performing Customer Solutions function capable of delivering excellent service and strong customer outcomes at scale.
Partnership and Stakeholder Engagement:
Partner with leaders across Data Migrations, Customer Success, Product, Support and Revenue to build a strong reporting cadence and shape priorities based on clear insight into queued ARR, implementation timelines, adoption, churn, NPS and customer risk.
Client Relations and Service Excellence:
Build strong relationships with global clients and ensure the team delivers a high-quality, professional and consistent customer experience from onboarding through to long-term value realisation.
Data-Driven Decision Making:
Use data to optimise team operations, onboarding performance and strategic decision-making. This includes tracking customer behaviours, onboarding completion, time-to-value, product adoption, customer feedback, OKRs and KPIs to improve outcomes and operational efficiency.
About You:
Strategic Vision and Leadership:
Ability to develop and execute long-term strategies aligned to company goals, with strong leadership capability to guide and inspire the team.
Customer Onboarding and Implementation Expertise:
Experience leading customer onboarding, implementation or solutions teams in a SaaS environment (ideally Recruitment/HR or CRM related) with a strong understanding of how to drive adoption, time-to-value and customer outcomes.
Automated and Self-Service Onboarding Experience:
Experience designing or scaling automated onboarding, digital education, customer lifecycle journeys, in-app guidance, knowledge bases, academies or self-service customer enablement.
Operational and Team Management:
Experience managing diverse teams, setting OKRs, KPIs and SLAs, and driving consistent service delivery, quality and accountability.
Cross-functional Collaboration:
Strong ability to work across Sales, CS, Product, Marketing, Support and technical teams to align strategy, ownership and execution.
About JobAdder:
At JobAdder, we’re not just another software company — we’re a global leader in recruitment technology. With over 200 passionate team members across 5 countries and 25,000+ users worldwide, we’re reshaping the future of hiring.
Our powerful recruitment management platform empowers companies and agencies to streamline their processes, gain a competitive edge, and connect the right people to the right roles.
We believe recruitment is all about people. Our mission? To help recruiters focus on what really matters — building meaningful, impactful relationships and changing lives — by removing the mundane administrative tasks that slow them down. With JobAdder, we supercharge productivity, increase efficiency, and ensure that recruiters can truly focus on the human side of their work.
We’re on a journey to make recruitment smarter, more joyful, and more efficient for everyone. Our vision is to become the world’s most-loved recruitment platform, and every team member contributes to our success through our core values: Empathy, Customer Focus, Innovation, and Results.
Next Steps:
JobAdder is all about spotting people's potential as well as considering past experiences. We believe this helps us build a more diverse and inclusive team culture. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.