Job Title:
Head of CCaaS Customer SuccessJob Description
This is a senior leadership role at the intersection of technology, customer experience and commercial growth. Youâll lead across pre-sales, onboarding, adoption and renewal, ensuring our enterprise and mid-market customers donât just implement our platform, they realise measurable, lasting value from it.
Youâll partner closely with Sales from the earliest stages, shaping outcome-led solutions and acting as a trusted advisor throughout the sales process. From there, youâll define how we deliver customer success at scale, building the frameworks, team and discipline needed to drive adoption, value realisation and long-term growth.
In this role, you will:
Youâll also act as the authority on how customers get the most from the platform, combining deep technical knowledge with real world contact centre experience. Youâll define optimisation frameworks, guide best-practice adoption and ensure customers are leveraging capabilities like omnichannel routing, AI-powered virtual agents, analytics and workforce optimisation to maximum effect.
At the same time, youâll stay close to emerging trends, particularly in AI-driven customer experience, ensuring both your team and your customers are always one step ahead.
Weâre looking for someone who brings:
Experience with AI-powered contact centre capabilities, workforce management, customer success platforms (such as Gainsight or Salesforce) and relevant compliance frameworks will be highly regarded.
This is an opportunity to define what great customer success looks like in a rapidly evolving CCaaS and AI landscape, and to build a function that directly drives customer outcomes, product innovation and commercial growth.
If youâre ready to lead from the front and shape the future of customer experience, weâd love to hear from you.
Location:
AUS Sydney - Level 21-Suite 1, 175 Pitt StreetLanguage Requirements:
Time Type:
Full timecnx