Customer Success Director
Melbourne, Victoria
Customer Success /
Full-time /
Hybrid
About the Role
We’re looking for a hands-on, commercially savvy Customer Success Director to lead our post-sales function at Plexus. Right now, this role is in the thick of it—working directly with enterprise customers, resolving escalations, driving renewals, and helping the team deliver consistently excellent outcomes.
But this isn’t just about the day-to-day. Over the next two years, this role will evolve into a strategic leadership position, overseeing the broader customer lifecycle, including Support and our Fulfilment functions; helping us operationalise the function and scale it for long-term success. If you're looking for a rare opportunity to own and shape a CS function from the inside out, we’d love to hear from you.
You’ll report directly to the CRO and partner closely with the Commercial team to ensure we’re building what we sell, and selling what we build.
Key Responsibilities
- Own customer retention and renewal, driving Net Revenue Retention from 105% to 115%.
- Work shoulder-to-shoulder with your team on escalations, renewals, and day-to-day client success in the immediate term.
- Strengthen alignment with the Commercial team to ensure a seamless, low-effort, high-value customer experience.
- Operationalise client strategy: reduce support tickets, increase adoption, reduce time to live, and expand usage.
- Coach and develop a high-performing team across Customer Success & Implementation.
- Use data and analytics to drive predictability in revenue and inform product direction.
- Prepare the function to absorb Support and Customer Fulfilment over the next 24 months.
- Lead with urgency, clarity, and structure—turning strategy into execution.
About You
- You’re a commercial operator who knows how to retain and grow enterprise customers.
- You thrive in ambiguity and love building repeatable systems and processes.
- You’ve scaled success teams before, and you’re equally comfortable jumping into the weeds.
- You’re data-driven, outcome-focused, and clear-headed in tough situations.
- You’re confident managing senior stakeholders and presenting at executive-level meetings.
- You have lead cross functional teams of 15+ previously, at global scale.
Your Leadership Style
- You lead from the front—willing to coach live, step in on tough renewals, and fill capability gaps.
- You set a high bar but create a culture where people want to meet it.
- You align teams by building trust across functions—particularly with Sales, Product, and Marketing.
- You up the cadence: removing friction, speeding up feedback loops, and building momentum.
Why Join Plexus?
- You’ll be part of a company that’s reshaping the legal industry and scaling fast—with clients like Coca-Cola, L’Oréal, and Woolworths behind us.
- You’ll join a curious, high-performing, zero-politics team that believes in growth mindset, positive intent, and being the best version of ourselves.
- Plexus is a place where your voice matters, your ideas are actioned, and your career moves forward. We offer unlimited training and development opportunities in a culture that’s supportive, inclusive, and high energy.
Plexus is an equal opportunity employer. We welcome and encourage applications from all backgrounds, communities and industries, and are committed to having a diverse team who, together, will kick huge, exciting and impactful goals.
