ANZ Customer Success Leader

Sydney, Australia /
Customer Solutions – Customer Success Management /
Full-Time - People Manager
Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favourite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organisations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organisation. With Confluent, organisations can create a central nervous system to innovate and win in a digital-first world.

We’re looking for self-motivated team members who crave a challenge and feel energised to roll up their sleeves and help realise Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.

Confluent is searching for an experienced & customer focused technical leader to manage a team of exceptional Customer Success Managers (CSMs) & Customer Success Technical Architects (CSTAs) across ANZ.  Our Customer Success team is focused on ensuring the ongoing health of customers by delivering both business focussed and deeply technical guidelines to our customers as they adopt Confluent’s Data Streaming Platform. Many of these customers use Confluent’s products for strategic and mission critical use cases and your goal will be to help your team apply business & technical expertise to help them achieve their business objectives and get full value from Confluent’s data streaming platform. In this role you will focus on driving customer value and technical health while supporting business goals for renewal, expansion and strategic growth.

What The Role Entails

    • Lead and mentor your team of Customer Success Technical Architects and Customer Success Managers. 
    • Support ongoing growth and development of the ANZ CS team by owning hiring for your region.
    • Act as a point of escalation for customers and deliver creative solutions to leverage cross-functional resources to solve customer issues.
    • Lead by example by participating in customer technical reviews and Quarterly Business Reviews (QBRs) for strategic accounts and focus areas throughout the region.
    • Advocate for the customer.
    • Be an evangelist and thought leader for Confluent with customers and at external events. 
    • Represent Customer Success leadership in the region by collaborating with leadership from Support, Professional Services & Sales teams to drive customer retention and expansion.
    • Implement tracking and reporting to ensure high quality delivery by the CS team.
    • Invest in a culture of cross-team collaboration and knowledge sharing.
    • Identify product and technology gaps with customers and present a point of view to product and leadership teams to address these.
    • Be an advocate for your customers.
    • Focus on renewals, consumption & net expansion KPIs and report those to business stakeholders. 
    • Continuously work to improve and scale the Customer Success organization by sharing process frameworks, tools and best practices that can be easily adopted to increase organisational development and efficiency.

Must have

    • 3 years of people management experience managing a high performing customer success and technical architect team
    • Proven experience in hiring and managing a geographically dispersed team in the high growth phase of a company
    • Strong prior experience handling customer escalations and internally escalated issues
    • Four or more years of experience in a technical or other customer-facing role
    • Exceptional presentation and communications capabilities
    • Confidence presenting to a highly skilled and experienced audience, including enterprise architects and C-level executives.

What gives you an edge:

    • Previous experience in managing and forecasting renewals & consumption
    • Bachelor’s level degree in Computer Science or relevant experience
    • Experience working for a SaaS company where consumption is king
    • Technical depth in order to understand a customer's environment and assist in creating a Confluent solution
    • Technical knowledge of Kafka, public cloud providers, data architecture or integration technologies.


Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact.

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