Customer Success Lead
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Job Description
Customer Success Lead enhancing delivery for major construction projects in Australia. Leading a team to drive customer success and maximize engagement with the platform.
Responsibilities:
- Lead and develop your team: Coach and grow a team of 5 CSMs, helping them master deployments, planning routines, and the user activation journey that multiplies the value Aphex delivers.
- Own customer outcomes: Drive adoption, retention, and expansion across your portfolio. The weekly planning sessions your team establishes are what separate good projects from great ones. You'll make sure that's happening consistently.
- Drive the Land & Expand Engine: Work closely with our AU sales team to turn successful projects into enterprise-wide rollouts. You'll understand how project success creates momentum across entire organisations, and you'll build the systems to capture it.
- Shape our AU playbook: Identify what's working, what's not, and what needs to change. Propose better ways of working and make them a reality.
Requirements:
- Proven experience leading and developing a customer success or account management team
- A track record of guiding adoption, retention, and expansion in a B2B SaaS environment
- Solid commercial instincts. You understand how CS drives revenue growth.
- Ability to build relationships with senior stakeholders and navigate complex enterprise accounts
- A genuine interest in helping both your customers and your team succeed
- Comfort with ambiguity and a dynamic, evolving environment
- Nice to have (but not essential):
- Experience in construction, infrastructure, or adjacent industries
- Familiarity with project delivery or planning methodologies
- Experience scaling CS teams or processes in a growth-stage company
- Some experience or knowledge of construction is a bonus but is trumped by coaching ability and eagerness to learn every day of the week.
Benefits:
- A high-performing team Be part of and contribute to a genuinely collaborative and motivated team
- Flexibility Remote-first working with access to a convenient WeWork office
- The right tools A sweet MacBook Pro setup and a cutting-edge tech stack
- Genuine development Ongoing training, learning, and coaching to get better every day (including a training allowance)
- A focus on culture At Aphex, we are focused on making real impact, together, and strive to walk the talk on that every day
- Growth opportunities As Aphex scales across new markets, your career can scale with it
- Annual offsite In 2025 our team met for a week in Da Nang, Vietnam - you’ll need to join us to see where we have planned in 2026!
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