Customer Success Program Lead – APAC | Global FinTech
Location: Sydney CBD | Hybrid (3 days in office, 2 WFH)
Contract: 12-month contract
Rate: $657 per day + super

About the Company
We’re partnering with an established global FinTech leader known for its innovative cloud-based accounting and marketing automation solutions. As they continue to grow across the APAC region, they’re looking for a strategic and hands-on Customer Success Program Lead, reporting directly to the Head of Customer Success APAC.

The Opportunity
This is a cross-functional, delivery-focused role where you’ll lead the execution and operational oversight of customer programs – including upgrades, migrations, trial-to-paid conversions, and churn prevention. You’ll work closely with offshore BPO teams to ensure seamless delivery, timely follow-ups, and high-impact customer experiences.

Key Responsibilities
• Lead four core programs focused on improving customer retention and driving product adoption across the APAC region through to execution
• Work directly with BPO teams by sharing actionable insights to help them deliver effective, consistent, and scalable customer operations
• Use AI and behavioural data to identify engagement opportunities and better understand customer needs
• Translate insights into actionable campaign plans and outreach strategies
• Support “Serve to Sell” initiatives by enabling cross-sell and upsell across the product ecosystem
• Collaborate with Sales, Product, Marketing, and Analytics teams to align on growth and retention goals
• Track, measure, and report on program performance to global and regional stakeholders

What We’re Looking For
• 4+ years in Customer Success or similar roles within SaaS, FinTech, or service-led environments, with a focus on retention, pipeline, and growth
• Experience leading and supporting customer success programs through to execution, with the ability to make an impact and support strategy
• Proven ability to deliver programs through a BPO/offshore model (not a traditional CS structure)
• Strategic mindset with a hands-on delivery style and strong cross-functional collaboration skills
• Excellent communication and stakeholder engagement skills

Finer Details:
• $657 per day + super (approx. $170,000 + super equivalent)
• Contractor perks: paid public holidays, christmas shutdown and recharge days
• Hybrid work model: 3 days in Sydney CBD office, 2 days WFH

Apply now for immediate consideration.
Please note: This role is being recruited by multiple agencies.