Opportunity at
SEEKCustomer Success Lead
This is an on-site, full-time leadership role that builds and runs a Customer Success group: recruiting, growing and coaching CSMs, and converting OKRs into team and…
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About This Role
This is an on-site, full-time leadership role that builds and runs a Customer Success group: recruiting, growing and coaching CSMs, and converting OKRs into team and personal objectives. The lead serves as a trusted adviser to major clients on hiring, and speaks for Customer Success and the customer perspective in national and regional forums. On the commercial side, the lead links Customer Success work to revenue targets, steers managers toward…
Job Description
This is an on-site, full-time leadership role that builds and runs a Customer Success group: recruiting, growing and coaching CSMs, and converting OKRs into team and personal objectives. The lead serves as a trusted adviser to major clients on hiring, and speaks for Customer Success and the customer perspective in national and regional forums.
On the commercial side, the lead links Customer Success work to revenue targets, steers managers toward expansion opportunities with Sales, and oversees renewal and attrition risk across the book of business. Engagement plans for assigned segments are supervised, and onboarding, training, optimisation and adoption programmes are checked for their effect on hiring results. Operational expectations include approving and enforcing commercial rules, honouring data privacy and security standards, keeping reports accurate and timely, sponsoring efficiency initiatives, forging links with the APAC teams and with Sales, Service, Marketing and RBOX colleagues, and handling escalations for top accounts.
Applicants need a relevant qualification or equivalent experience and six to eight years in customer-facing roles such as customer success or account management, including at least three years leading people, ideally in tech, HR technology or recruitment. A proven record against revenue, utilisation and satisfaction goals is essential, along with the ability to develop people to full competence, handle performance issues and plan succession. Commercial and analytical judgement, influence over senior stakeholders and command of Salesforce, plus Tableau or comparable BI software, is required. Recruitment expertise is welcome but not compulsory.
Responsibilities
- Recruit, develop and coach Customer Success Managers
- Turn OKRs into team and individual goals
- Advise key customers on talent acquisition as a trusted adviser
- Link Customer Success work with revenue and find expansion chances alongside Sales
- Manage renewal and churn risk across accounts
- Supervise engagement plans and the quality of onboarding and adoption programs
- Approve and enforce commercial procedures and privacy compliance
- Lead escalations for the largest customers
Requirements
- Relevant degree or equivalent experience
- Six to eight years of client-facing experience, including three years leading people
- Track record of hitting revenue, utilisation and satisfaction targets
- Commercial acumen and analytical judgement
- Influence with senior internal and external stakeholders
- Strong hands-on command of Salesforce plus Tableau or comparable BI software
Qualifications
- Experience in technology, HR tech or recruitment (preferred)
- Talent acquisition knowledge (preferred, not mandatory)
- Performance management and succession planning experience
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The listing is on-site and full-time. The posting does not name a specific city.
How much experience is required?
Six to eight years in customer-facing roles such as customer success or account management, including at least three years in people leadership.
What tools are needed?
Working fluency in Salesforce, Tableau or comparable BI platforms, including dashboard use.
Is a salary stated?
The posting does not state a salary.
How do I apply?
The posting does not describe an application process.
Sample Interview Questions
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