Director of Professional Services (Customer Success)

Director of Professional Services – ANZ

The Opportunity
We’re partnering with a global technology organisation specialising in digital identity, authentication and identity assurance solutions.
They are looking for a Director of Professional Services to lead and grow their customer function across ANZ, with responsibility for customer retention, growth, commercial outcomes and operational delivery.

This is a senior, customer-facing leadership role sitting across Customer Success, Sales, Delivery and Professional Services, working closely with regional leadership and technical teams to ensure customers are successful while identifying opportunities to expand and grow the ANZ business.

What You’ll Be Doing

• Lead the Customer Success function across ANZ, with responsibility for customer retention, growth and overall account health.
• Own the delivery and commercial performance of existing customers, ensuring strong relationships and long-term partnerships.
• Lead and develop a team across Customer Success, Sales and Professional Services.
• Identify opportunities to expand existing accounts and contribute to the overall growth strategy for ANZ.
• Work closely with customers at senior/executive level, understanding their business challenges and translating these into technical and commercial outcomes.
• Partner with regional and global teams across Sales, Engineering, Product and Delivery to ensure successful customer outcomes.
• Provide senior oversight across customer delivery, escalations, renewals and strategic accounts.
• Bring strong commercial judgement to account planning, sales engineering, delivery and growth initiatives.
• Act as a senior technical and commercial representative with customers and partners.

  
What We’re Looking For
We’re looking for someone who combines technical credibility, customer leadership and strong commercial acumen.
Ideally, you’ll have:

• Senior leadership experience across Customer Success, Delivery, Sales and/or Pre-Sales within a technology environment.
• Experience within identity, authentication, digital identity, IAM, fraud or adjacent security technologies.
• A background working for a technology vendor, consulting organisation or systems integrator.
• Strong understanding of technical products and the ability to engage credibly with technical and executive stakeholders.
• Experience working with banking or financial services customers.
• Proven experience managing and developing high-performing teams.
• A strong track record of customer retention, account growth and commercial delivery.
• Exceptional stakeholder and relationship management skills.
• The ability to operate strategically while remaining close to customers and delivery.
• Willingness to travel across ANZ as required.

Location
Ideally based in Canberra, however Sydney or Melbourne will also be considered.

Why This Role?
This is an opportunity to take ownership of key customers and the growth function within a global technology business, with the scope to shape how Customer Success operates across ANZ.

You’ll have genuine influence across customer strategy, commercial growth, delivery and team leadership, working with some of the region’s leading organisations on complex digital identity and authentication initiatives.

Click apply or submit your CV to ••••@decipherbureau.com for a 100% confidential, informal conversation where your privacy will absolutely be respected.