Head of Customer Success

Head of Customer Success | EdTech | Melbourne (Or Perth)

WOW Recruitment is partnering with a  global EdTech  on a mission to power schools and enable great teaching worldwide. With a strong international footprint and a diverse suite of products that support thousands of schools across key global markets, the business is continuing to invest heavily across ANZ as it enters its next phase of growth.

Following continued growth, they are now looking for a  Head of Customer Success ANZ  to transform and scale their Customer Success function. This is a senior leadership opportunity for a hands-on CS leader who can evolve the team from a relationship-led model into a proactive, commercially focused and data-driven function.

You’ll lead the redesign of the CS operating model, building playbooks, processes and frameworks that improve retention, expansion and customer engagement. Working closely with a team of Customer Success Managers, you’ll create a scalable function that supports the next phase of growth while driving meaningful change across the business.

Location:  Melbourne or Perth (Hybrid – 3 days in the office)  Salary:  $165,000 – $170,000 Base + Super + Performance Incentive  Sector:  EdTech / SaaS

🔧 The Role:

• Own Customer Success Strategy:  Take full ownership of Customer Success across ANZ, driving retention, customer growth and improved commercial outcomes across a large customer base.
• Transform the Function:  Build scalable CS frameworks, playbooks and processes across onboarding, adoption, renewals and expansion.
• Lead & Develop the Team:  Coach and empower a team of 7 Customer Success Managers across VIC, Sydney and Perth, lifting capability, accountability and customer engagement.
• Drive Commercial Growth:  Own Net Revenue Retention (NRR), partnering closely with Sales to identify expansion opportunities and improve customer lifetime value.
• Build a Data-Led Approach:  Introduce customer health scoring, churn prediction and insights-driven decision-making to create a more proactive customer experience.

🎯 About You:

• Experienced Customer Success Leader:  You’ve successfully led Customer Success teams within SaaS, EdTech, or similar customer-focused technology environments.
• Commercially Minded:  You understand that great Customer Success goes beyond relationships; you’ve owned retention, expansion, and revenue outcomes.
• A Builder & Transformer:  You enjoy creating structure, improving processes and developing scalable ways of working in evolving environments.
• Hands-On People Leader:  You’re a player-coach who enjoys mentoring teams while remaining close to customers and their challenges.
• Customer-First & Collaborative:  You’re a low-ego leader who builds strong relationships, develops people, and creates a culture of shared success.

🙌🏻 The Perks:

• Shape the Future of CS:  Lead the evolution of an established Customer Success function and define how the team operates moving forward.
• Meaningful Customer Impact:  Support thousands of schools and educators by helping them get more value from innovative technology solutions.
• Leadership & Autonomy:  Have genuine ownership over strategy, processes and team development across ANZ.
• Global SaaS Exposure:  Join an international technology business with a strong market presence and ambitious growth plans.
• Purpose-Driven Environment:  Work for a business where technology directly supports better outcomes for educators and students.

If this sounds interesting, please get in touch!