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Direct message the job poster from Cluey LearningPeople and Culture Manager at Cluey LearningWe are seeking a strategic and customer-centric Head of Customer Success to lead our dedicated customer-facing team. This pivotal role is at the heart of our organisation, ensuring we deliver a world-class experience to our students and their families across all our product lines. The successful candidate will be a passionate advocate for the customer, with a proven track record of leading high-performing teams and a keen understanding of how to leverage AI and automation to drive exceptional service and efficiency.Reporting to one of the co-CEOs, this hybrid role in Sydney seeks an EdTech customer success leader passionate about AI-powered customer experience.You will be responsible in managing a team both on-shore and off-shore, fostering a culture of excellence, continuous improvement, and customer satisfaction.Key ResponsibilitiesVision & strategy: Craft and execute the customer success roadmap aligned to company goals and objectives; communicate progress to the executive team.Cross-Business Unit (BU) collaboration: Partner with General Managers (GMs) of Online, Schools & Partnerships and Events & Experiences to tailor support models and share best practice.Initiative ownership: Run cross-functional projects that lift retention and lifetime value - co-designing with Product and Technology teams and seeing initiatives through to full adoption.Team leadership: Inspire a distributed team (on-shore, off-shore) and build a future escalation layer for peaks. Coach for high performance and career growth.Budget & resource management: Own the Customer Success P&L, forecast seasonal peaks and allocate headcount spend for maximum ROI.End-to-end CX: Oversee all inbound enquiries (phone, chat, hub, email). Ensure every query, complaint, refund and escalation is closed quickly, compliantly and with care.Policy & governance: Own and refine customer-facing policies (refunds, credits, cancellations, pauses) balancing satisfaction with commercial sustainability.Crisis & incident response: Lead the operational response to outages or service disruptions; develop and implement effective communication strategies and conduct thorough post-incident reviews to drive improvement.AI-driven optimisation: Evaluate, implement and refine AI/automation to reduce handling time, boost self-service and delight customers.Data-driven improvement: Turn support, product and sentiment data into actionable insight; present clear narratives and recommendations to senior leaders.Success Looks LikeTime-to-resolution meets or beats target service levels.CSAT consistently above target service levels.Cost per completed enquiry drops year-on-year through AI and process gains.Enquiries per customer reduce as friction points are eliminated.Team engagement scores and talent retention remain high.What You''ll BringOperational mastery running multiple complex workflows in parallel - ideally in high-volume B2C environments.Meticulous attention to detail; nothing slips through the cracks.A genuine passion for customer advocacy and a relentless drive to improve the customer experience.Commercial-savvy service mindset understands sales levers yet obsessed with swift, seamless support.Fluency in modern AI & automation platforms (e.g., Zendesk AI, Intercom) and how to integrate them across the tech stack.Proven leadership of blended on-shore/off-shore teams, including remote coaching and performance management.Sharp, decisive problem-solving and the gravitas to influence senior stakeholders.Minimum QualificationsBachelor''s degree in Business, Education, or a related field (or equivalent experience).7+ years in customer success or customer operations roles, with at least 3 years in a leadership position managing teams.What''s in it for you:Flexible Hybrid Working: Enjoy the perfect balance between office collaboration in the Sydney CBD and remote work. You''ll spend three days in the office and two days remotely.Be Part of a Thriving Team: Join a fast-growing, passionate, and fun group of professionals who love what they do.Exclusive Discounts: Take advantage of special employee discounts on Cluey products for you, your family and friends.Support When You Need It: Access our Employee Assistance Program (EAP) to ensure youre supported, both personally and professionally.Inclusive and Relaxed Environment: We celebrate diversity and foster a casual, welcoming workplace where everyone belongs.Remuneration: Enjoy a competitive salary aligned with your experience, plus a 20% Short-Term Incentive (STI).About Cluey:Cluey Ltd is a leading education provider dedicated to transforming the learning experience for school-aged students. Our mission is to build confidence and foster a love of learning through our two distinct, market-leading brands: Cluey Learning and Code Camp.Cluey Learning offers personalised online tutoring for students in Maths, English, Chemistry, Physics and Biology helping them to catch up, keep up, or excel in their studies.Code Camp is the nation''s premier provider of coding and STEM-related school holiday camps and after-school programs, empowering students with the skills of the future in a fun and engaging environment.As a forward-thinking organisation, Cluey Ltd is committed to embracing the power of AI and technology to enhance our customer experience and operational efficiency across all our programs.Why Join Cluey Ltd?This is a unique opportunity to make a significant impact on the lives of young learners and their families across our diverse range of educational programs. You will be joining a dynamic and innovative organisation at a pivotal time in its growth.At Cluey Ltd, we are committed to investing in our people and technology. You will have the autonomy and support to shape the future of customer success for both our Cluey Learning and Code Camp brands. If you are a forward-thinking leader who is passionate about customer experience and excited by the potential of AI, we would love to hear from you.Apply now! Cluey Ltd is an equal opportunity employer, we encourage applications from all qualified individuals as we are committed to diversity, equity, and inclusion.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer Service, Sales, and ManagementIndustriesPrimary and Secondary EducationReferrals increase your chances of interviewing at Cluey Learning by 2xGet notified about new Head of Customer Success jobs in Sydney, New South Wales, Australia.Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia A$200,000.00-A$200,000.00 2 weeks agoSydney, New South Wales, Australia 11 hours agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 1 month agoStrategic Account Director Digital, Data & DecisioningNorth Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoHead of Business Development Velocity PartnershipsSydney, New South Wales, Australia 2 weeks agoDirector, Loyalty Strategy Consulting Sales-R-250320St Leonards, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 19 hours agoSenior Sales Director - Service / Consulting Sales - Data, Analytics and Cloud Solutions $200 ++ baseSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 5 days agoDirector of Account Management (Dubai Based)Sydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 1 month agoDirector, Signature Success, Solution EngineeringSydney, New South Wales, Australia 8 hours agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 weeks agoMillers Point, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 weeks agoWere unlocking community knowledge in a new way. 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