Job Title

Head of Customer Experience (CX)Direct message the job poster from FergusHead of People and Culture @ Fergus | HR | Technology| Global B2B SaaSAbout UsFergus is on a mission to give tradespeople around the world complete clarity and control over their business. Our platform helps them get paid faster, manage teams more effectively, and make smarter decisionsfreeing up time to focus on what really matters.With offices in New Zealand, Australia, and the UK, were a profitable SaaS company in high-growth mode, and 2025 is shaping up to be a big year. Weve got an ambitious roadmap, global momentum, and a team full of smart, humble humans who genuinely care about building something great together.The OpportunityThis isn''t your typical CX role. You''ll be architecting and scaling our entire customer experience strategy from the ground up, leading a distributed team across multiple geographies, and directly impacting thousands of trade businesses worldwide. You''ll report directly to our CEO and own the complete customer journey from onboarding to advocacy.What You''ll OwnWhat Sets You ApartYour Experience:5+ years in customer success/CX roles within SaaS or B2B tech, with 3+ years leading teamsProven track record designing and scaling global CX programs (SMB SaaS and Payments experience is a plus)Demonstrated success improving adoption, retention, and advocacy metrics at scaleYour Superpowers:Strategic + Operational: You design customer journeys and see them through to flawless executionData Storyteller: You turn customer data into compelling insights that drive business decisionsInfluence Master: You bring teams together across functions, even without direct authorityChange Champion: You guide teams and customers through transitions with clarity and empathyWhy This Role Will Accelerate Your Career Direct CEO Impact: Your strategies will directly influence our global growth trajectory Global Scale: Lead customer experience across multiple markets and time zones Growth Stage: Join us at the perfect inflection pointestablished product, expanding market, scaling fast Cross-Functional Influence: Shape product development, sales strategies, and marketing initiatives through customer voice Innovation Opportunity: Build frameworks and programs that will become industry benchmarksReady to Make Trade Businesses Thrive?If you''re a seasoned Customer Success leader who gets energized by the challenge of scaling global customer experience programs, loves turning data into customer success stories, and wants to make a real impact on small business owners'' liveswe want to hear from you. Wellbeing 4 extra paid ME days per year, EAP support, inclusive team events Equity All team members join our ESOP (share scheme) after 1 year Parental Leave 10 weeks of additional paid leave + more support for new parents Development & Culture Annual L&D budget, company-wide training, transparent leadership, reward & recognition programs Transport Allowance Monthly contribution to help with your travel costs Work Setup Hybrid model: 3 days a week in our Wooloomooloo office (Tues, Wed, Thurs)Seniority levelSeniority levelExecutiveEmployment typeEmployment typeFull-timeJob functionJob functionBusiness Development and SalesIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at Fergus by 2xSign in to set job alerts for Head of Customer Experience roles.Sydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 3 weeks agoSurry Hills, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 2 weeks agoSnapfish Regional Director, Australia & New ZealandSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia A$150,000.00-A$160,000.00 11 hours agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 9 hours agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 1 day agoHead of Service Management Critical CommunicationsHomebush, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 3 months agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 13 hours agoSydney, New South Wales, Australia A$150,000.00-A$190,000.00 3 weeks agoSydney, New South Wales, Australia 2 weeks agoSYD Client Services Dir. 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