Director of CX Strategic Operations

Introduction:
Who we are…

Founded in 2002, ELMO Software has established itself as a leading provider of innovative HR technology solutions, proudly serving over 2,000 mid-sized organizations and more than one million end users across Australia, New Zealand and UK. Our comprehensive suite of ISO-certified solutions covers the entire employee lifecycle, empowering HR professionals to effectively manage their workforce and contribute to strategic decision-making.

At ELMO, our purpose is to unleash the impact of HR. Designed with flexibility and scalability in mind, ELMO's one-stop HR Information System (HRIS) adapts to your unique needs and workflows, ensuring seamless integration into your existing processes. Leveraging powerful technology, automation, and data analytics, ELMO Software equips organizations with the tools they need to drive efficiency and enhance employee engagement.

Join us and be part of a dynamic team dedicated to transforming HR practices through cutting-edge technology!

Life & Culture...

At ELMO, you’ll join an extraordinary team dedicated to making a significant impact. We cultivate an authentic, collaborative, and vibrant work environment where creativity thrives.

As an ELMOnian, you become part of an exceptional community that encourages personal and professional growth. Here, you’ll be supported through challenges, inspired to push your boundaries, and celebrated for your contributions. Join us to not only advance your career but also to enjoy a fulfilling and enjoyable workplace experience!

Some of our benefits include:
Hybrid work set up
Paid Parental leave - 12 weeks primary, 6 weeks secondary
Birthday leave, YOU day each year, as well as connecting people leave (up to 2 weeks working from anywhere)
Inhouse Learning and Development initiatives
ELMO Social and Diversity clubs
Wellbeing initiatives
Mental Health/EAP programs
Flare Benefits (great discounts, novated leasing, salary sacrifice)
Our values:
Obsess over customers - Everything we do is designed to positively impact our customers
Help others thrive - Be they colleagues, communities or customers, we champion ways to help others thrive
Seek out different - We constantly look to innovate, challenge the status quo and defy barriers
Be fearlessly optimistic - We bring unwavering positivity to any challenge as we know it will drive meaningful change
Description:
About the Opportunity...

Are you a visionary leader ready to redefine Customer Success at a strategic level?

We’re looking for a Director of Strategic Customer Success who thrives at the intersection of innovation, technology, and client partnership. In this high-impact role, you’ll lead the charge in transforming customer relationships into long-term, strategic alliances - fueling revenue growth and lasting loyalty.

You'll shape scalable success frameworks, empower a high-performing team, and unlock competitive advantages through AI-driven customer intelligence, predictive success strategies, and systematic value realisation. This is more than a leadership role - it’s an opportunity to elevate customer success into a growth engine for the business.

Strategic Leadership & Team Management:
Lead and inspire a high-performing team, cultivating a culture of innovation and excellence through strategic coaching and mentorship.
Own and drive critical customer success metrics, including churn, expansion revenue, renewal rates, and customer loyalty, aligning strategy with organizational goals.
Optimise team resources and technology investments for maximum efficiency and ROI, ensuring the team is equipped for success.
Spearhead AI transformation within Customer Success, leading the adoption of advanced technologies to enhance customer engagement and operational effectiveness.
Deploy predictive machine learning models to anticipate customer behavior, proactively mitigate churn risks, and identify expansion opportunities.
Lead cross-functional initiatives to ensure a unified and seamless customer journey, collaborating closely with Sales, Product, and Support.
Customer Partnership and Growth:
Develop and nurture strategic customer partnerships, fostering deep relationships built on trust and mutual business value.
Lead Customer Advisory Boards to gain critical insights, shape product strategy, and drive innovation based on real customer needs.
Build strong relationships with senior and C-level executives, positioning yourself as a trusted advisor and strategic partner in their business transformation.
Design and implement sophisticated customer loyalty and advocacy programs, turning satisfied customers into enthusiastic promoters of ELMO.
Drive the comprehensive expansion strategy, identifying new opportunities for growth and maximizing customer lifetime value.
Develop and execute methodologies for recovering at-risk customers, ensuring high-value retention and long-term customer satisfaction.
Skills and Experiences:
Undergraduate Qualification in IT, Human Resources, Business, Marketing, Commerce.
Minimum 7 years of experience in leading teams within a Customer Success capacity preferably within the SaaS space.
Passionate about leading and developing a high performing team focused on delivering exceptional outcomes for customers.
Previous experience with HR / Talent Management technology will be highly regarded.
Excellent listening and presentation skills.
Excellent written and verbal communication skills suitable for diverse audiences and contexts.
Demonstrated AI capabilities, including competency, curiosity, prompting, and analysis.
Apply now and be part of the team shaping the future of work at ELMO!

ELMO Software Pty Ltd is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team. We are also committed to advancing reconciliation at ELMO through our Reflect Reconciliation Action Plan (RAP).

At ELMO, we are passionate about empowering HR with responsible, secure and safe AI, aiming to be among the first in Australia and New Zealand to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies, making data privacy and security paramount in every role.