Head of Customer

About ProSpend ProSpend is an Australian-founded fintech and a pioneer in business spend management across ANZ. Built as a bootstrapped scale-up, ProSpend now supports over 1,000 mid-market businesses and has entered an exciting new chapter following its acquisition by ISH Group , a global fintech organisation with operations across Europe and the UK. Being part of the ISH Group provides ProSpend with a strong platform for international expansion , deeper product investment, and accelerated innovation. A key focus for the business over the next phase is expansion into the UK market , alongside continued growth and maturity across ANZ. As part of this next chapter, ProSpend is making a deliberate investment in customer operations and is seeking a Head of Customer with the mandate, backing, and authority to help scale our customer model locally and internationally. The Role We are seeking a Head of Customer to lead all post-sale customer functions and sit as a member of the Senior Leadership Team (SLT) . The successful candidate will have: clear ownership of customer outcomes post-sale, executive support to drive change, and organisational commitment to invest in the people, tooling, and automation required to do this well. The role owns the end-to-end customer experience after sale, with a strong focus on: scalable onboarding and implementation efficient, high-quality customer support customer retention and expansion cost-to-serve optimisation AI-driven automation across customer operations Importantly, this role will play a part in supporting ProSpend’s expansion into the UK , working closely with the CEO, Product and ISH Group stakeholders to: design scalable onboarding and support models suitable for new markets, ensure consistency of customer experience across regions, and help establish the operational foundations required for international growth. This is a hands-on leadership role . While strategic thinking is essential, we are looking for someone who is comfortable getting into the detail, rolling up their sleeves, and driving change through practical execution. A note from the CEO “This is a critical role for ProSpend as we enter our next phase of growth following the acquisition and prepare for international expansion. The Head of Customer will have my full backing and the full support of the Senior Leadership Team to simplify, modernise and scale how we onboard, support and retain customers.” “Being part of the ISH Group gives us a unique opportunity to take ProSpend into new markets, including the UK. This role will play an important part in building customer operations that scale internationally — supported by investment in people, tooling and AI-driven automation.” “This role has real authority, clear ownership, and a mandate to drive change. We are not looking for heroics — we are looking for someone who can build a customer operation that scales.” Sharon Nouh, CEO, ProSpend Key Responsibilities Customer Operations & Delivery Own and continuously improve onboarding, implementation, and support, with the authority to simplify processes and remove friction. Lead Customer Success, Support, Implementation / Professional Services, and Customer Education. Design and operationalise tiered delivery models to improve predictability, margins, and scalability. Manage escalations with the confidence of SLT alignment and executive backing. AI, Automation & Efficiency Lead the introduction of AI and automation across customer operations, with clear success metrics and executive sponsorship. Reduce manual effort, ticket volumes, and time-to-resolution through smarter workflows and tooling. Drive measurable reductions in cost-to-serve without compromising customer trust or quality. Customer Retention, Expansion & International Readiness Own retention, churn, NRR, customer health, and expansion in partnership with Sales and Finance. Support the development of customer models that can scale into new geographies, including the UK. Partner with ISH Group stakeholders to align customer standards, reporting, and operating rhythms across regions. Leadership & Governance Act as the customer voice at SLT level, with the authority to influence cross-functional decisions. Build and lead high-performing teams with clear accountability and expectations. Establish operating rhythms, reporting, and metrics that are adopted across the business. Play an active role in post-acquisition integration and ongoing governance with ISH Group. What We’re Looking For Experience Proven leadership across post-sale SaaS functions (Support, Implementation, Customer Success). Experience in fintech, payments, or complex B2B SaaS environments. Background in scale-ups and/or post-acquisition environments. Exposure to international customers or expansion is highly regarded. Demonstrated success improving efficiency, reducing cost-to-serve, and scaling operations. Capability & Style Strong commercial and financial acumen. Practical experience implementing AI or automation in customer-facing workflows. Comfortable operating in ambiguity and making judgment calls. Hands-on, pragmatic, and confident leading change. Calm, credible leader with low ego and high accountability. Why Join ProSpend A genuine executive-level role with authority and influence. Clear mandate and commitment from the CEO and SLT. Opportunity to help scale a proven fintech platform internationally, including into the UK. Ability to shape customer operations using AI and automation. A business that values execution, accountability, and sustainable growth. #J-18808-Ljbffr