Director of Customer Success

TrafficGuard | Remote (Australia) | Reports to COO

You've done this before. Now do it again, at a company that'll let you actually build it.

TrafficGuard stops invalid traffic before it burns advertiser budgets. We're ASX-listed, we've grown from $1M to $16.8M ARR in five years, and we're now targeting $30M ARR by the end of next year, organically, on largely the same headcount we have today.

That growth has outpaced how we run Customer Success. Right now, our COO is spending 10-20% of his own time managing customer escalations and building renewal decks himself. That's not sustainable, and it's not scalable. We need someone who's already solved this problem somewhere else and wants to solve it again here, with real ownership and a direct line to the C-suite.

The role

You'll own the next stage of our Customer Success function: taking a solid technical foundation (HubSpot, DocuSign, a BigQuery data lake, and an existing AI/Claude workflow) and turning it into a scalable, tiered, systemised operation that can support 200+ global accounts without adding headcount.

This is a hybrid role by design, not by accident. Roughly 30% of your time will be hands-on: running your own book of top-tier accounts, defending TrafficGuard's ROI directly with performance marketers who live in click-to-conversion data. The other 70% is building: segmentation, automated reporting, QBR cadence for strategic accounts, and a genuine partnership with our CPO and CMO to turn customer insight into product roadmap.

You'll lead a team of three CS managers (two in London, one in Perth), an analyst, and a head of commercial enablement. You'll report directly to the COO, with real autonomy to shape how the function runs.

What you'll actually do

• Build and own the segmentation and tiering model across our ~120 (soon 200+) global customers, from $50K to $1M+ ARR accounts
• Design and run the QBR process for strategic accounts, and build automated reporting for the long tail
• Use AI and our BigQuery data lake to surface customer insights at scale, rather than manually building decks account by account
• Own renewals and commercial conversations for your own portfolio
• Go toe-to-toe with sophisticated performance marketers on funnel data, LTV, and ROI, and win that conversation with data
• Partner directly with the CPO and CMO to turn what you're hearing from customers into product direction
• Build out the team and processes underneath you as the business scales toward $30M ARR

What success looks like

• 90 days: You've got your own book of accounts running, you understand our data lake and current reporting gaps, and you've mapped the tiering model you want to build
• 12 months: Segmentation and automated reporting are live, your team is running QBRs on strategic accounts without your direct involvement in every one, and you're a trusted voice in product roadmap conversations
• 24 months: You've been part of taking the business from $16.8M to $30M ARR, retention is strong across a much larger customer base, and the function runs on systems you built, not on heroics

What you'll need

• Proven experience leading a Customer Success function at scale (ideally through a $15M-$30M ARR type growth journey) in ad tech, martech, or performance marketing SaaS. You should have done this before, not be stepping up into it for the first time
• Real fluency in digital advertising and performance marketing: conversion rates, funnel data, LTV, ROAS. You'll be in rooms with VPs of Performance Marketing and need to hold your own
• A track record of building playbooks and systems, not just running ones someone else built
• Comfort working with AI tools and structured data (BigQuery experience a plus) to automate reporting rather than build it manually
• Strong commercial acumen with renewals and retention, ideally with exposure to usage or spend-based billing models

What you'll get

• Base salary $190,000-$220,000, plus a commission structure targeting ~$300,000 OTE (1% of all collectibles from renewed customers, cumulative, with realistic potential to exceed $100,000 in commission by year two)
• Real autonomy in a lean, fast-moving, publicly listed company, we don't clock-watch, we care about outcomes
• Direct line to the COO and regular access to the CPO and CMO
• A genuinely global remit (customers across UK, Europe, US, Brazil), with the flexibility and occasional out-of-hours calls that come with that
• The chance to be one of the people who took a public company from $16.8M to $30M ARR, and to point at the systems you built to get there

Where you'll be based

Remote, based in Australia (Sydney, Melbourne, or Perth all workable), working hours that overlap with Perth and Singapore. This isn't a 9-5 clock-in role, but it is one where you'll sometimes take an 8pm customer call and start again at 10am. In exchange, you get real flexibility and trust.

Apply if

You've built this exact function before, somewhere smaller or somewhere similar, and you're ready to do it again with real ownership, a public company growth story, and a seat at the table. If you're looking for a role to grow into, this isn't it, we need someone who's already arrived.