Head of Customer Success in Melbourne, Victoria at VendorPanel - a Unimarket Company

About us

Unimarket and VendorPanel have recently merged and together, we provide award-winning technology used by medium and large corporate organisations as well as local and state government. Our clients are in Australia, Canada New Zealand, and the US.

We manage billions of dollars in procurement spend and provide corporate, government and higher education buyers with a better way to do business with suppliers. It helps them simplify procurement, reduce risk and drive savings, while also leveraging procurement spend to drive positive social and economic impacts.

We are a people-centric culture and offer a family friendly work environment and the opportunity to take your career to the next level🚀

As the Head of Customer Success (ANZ), you will be responsible for building and leading our Customer Success function across Australia and New Zealand. You'll be hands-on — leading key accounts, embedding scalable ways of working, and building a high-performing team. Working closely with the CCO and Head of Customer Success NA, you'll own customer retention and satisfaction metrics, align customer health and NRR goals with company strategy, and work cross-functionally to improve customer experience and value delivery.

This is a rare opportunity to shape the future of Customer Success in a business that's investing in growth, product innovation, and excellent outcomes for our clients.

Leadership & team development

· Build and lead the ANZ Customer Success team, setting clear expectations around customer outcomes, KPIs, and behaviours.

· Create a team culture focused on ownership, accountability, and customer advocacy.

· Hire, coach, and develop CSMs to deliver at scale without losing quality.

Customer strategy & execution

· Develop and execute the Customer Success strategy to drive retention, growth, and product adoption.

· Personally manage a small portfolio of strategic accounts to stay close to the customer and set the standard for the team.

· Build trusted relationships with senior customer stakeholders across procurement, technology, and operations.

Commercial & growth

· Partner with Sales, Product, and Support to align customer health with commercial goals.

· Drive activities that contribute to Net Revenue Retention (NRR) and Customer Satisfaction (CSAT) targets.

· Support upsell and cross-sell motions through proactive customer engagement.

Operational excellence

· Implement and evolve a scalable Customer Success framework that supports both enterprise and mid-market clients.

· Standardise customer health scoring, usage tracking, and feedback loops.

· Champion customer insights internally to improve products, services, and customer experience.

Cross-functional leadership

· Engage closely with Product, Engineering, Implementation, Support, and Sales to ensure a seamless end-to-end customer journey.

· Lead initiatives that improve onboarding, adoption, and expansion.

· Bring a pragmatic, customer-focused voice into internal decision-making.

· Proven leadership experience in Customer Success roles within SaaS (preferably in procurement, govtech, or related industries).

· Strong operational mindset — able to build and optimise processes that scale.

· Commercial acumen — comfortable working to revenue targets and identifying upsell opportunities.

· Track record of hiring, mentoring, and scaling high-performing CS teams.

· Excellent relationship management skills, with the ability to engage at all levels of an organisation.

· Data-driven approach to measuring customer health, engagement, and satisfaction.

· Comfortable working in a hybrid or remote environment across a regional team.

· Pragmatic, action-oriented, and driven by impact, not just activity.

· Help build a next-generation Customer Success function from the ground up.

· Play a key leadership role in a growth-focused, PE-backed SaaS business.

· Work in a values-led environment where trust, simplicity, and customer impact are core to success.

· Enjoy flexibility — Melbourne hybrid or Brisbane remote options available.

We welcome applications from people of all backgrounds and encourage candidates from marginalized communities to apply. If you need adjustments during the interview process, please let us know — we’ll do our best to support you. Please note:

• You must have the legal right to work in Australia.
• A police record check will be required as part of the process.