Customer Success Lead at SEEK

• Build and lead a high-performance Customer Success team by hiring, developing, and coaching CSMs, translating OKRs into clear team and individual goals, fostering continuous learning, and embedding SEEK’s principles in every customer interaction. • Act as a representative of JobStreet by SEEK with key customers, serving as a trusted advisor on talent acquisition, confidently positioning our value proposition, and role-modelling high-quality customer conversations and presentations. • Achieve commercial outcomes by aligning Customer Success activities with revenue priorities, guiding CSMs to identify expansion opportunities in partnership with Sales, and proactively managing renewal and churn risk across the portfolio. • Drive customer outcomes for assigned segments by coaching CSMs as strategic partners to hirers, overseeing engagement plans, and ensuring high-quality delivery of onboarding, training, optimization and adoption programs that improve hiring performance. • Ensure operational excellence and business discipline by approving and enforcing commercial procedures, maintaining compliance with data privacy and security standards, driving accurate and timely reporting through disciplined tool usage, and leading projects that improve efficiency and customer outcomes. • Build strategic cross-functional partnerships across Sales, Service, Marketing, RBOX, and APAC Teams, lead escalation management for top customers, and representing Customer Success and the customer voice in country and regional forums.Key Performance Indicators: • Customer Success OKR attainment (e.g. SODJP, Revenue Acceleration via Consumption Model). • Portfolio outcomes: utilization vs budget, renewal and expansion performance, product penetration and competitive share. • Customer outcomes: NPS, Hirer Engagement, complaint/escalation trends, training and engagement coverage. • People metrics: team engagement, talent development and succession readiness for CS Lead and Head of Customer Success roles.Learning and Development Plan: • Participation in relevant leadership development programs (e.g. Management Essentials) and CS-specific learning as agreed with the Head of Customer Success and Operations Director. • How to have optimal coaching conversations • Ongoing peer learning and knowledge-sharing with Customer Success Leads across markets and with regional CS leadership