Head of Customer Success

Head of Customer Success (Client Solutions & Partnerships) – Enterprise Accounts Melbourne-based (On-site + With Client) | Partially Billable Propel Ventures is seeking a senior, commercially minded Head of Customer Success to own key client relationships and strategic partnerships, primarily across our major enterprise accounts. This is a holistic role that combines customer success, account growth and partner development (Microsoft / AWS) into one mandate. You will be the face of Propel for our clients – the conduit between client stakeholders, internal delivery teams, and hyperscaler partners – ensuring we deliver successfully today while setting up larger, long-term opportunities for tomorrow. This is not a traditional delivery management or pure account management role. It requires someone who can think commercially, act consultatively, and create long-term enterprise value while staying close to delivery. You’ll be responsible for the following 3 key areas of our business: 1- Customer success and account leadership Go into key client accounts and make sure Propel is delivering successfully. Understand the client’s business, what they do, what makes them tick, and what is coming down the pipeline. Build and maintain strong relationships and networks within client organisations, including senior stakeholders. Act as the trusted, day-to-day point of contact for major accounts – If you prefer, Propel’s executive team may lead primary C-level relationships, and you could own the broader relationship map, pulling in the executive team when needed. Make sure clients feel looked after, supported and heard – effectively acting as the “head of customer success” for those accounts. Maintain regular check-ins, planning sessions and executive forums to keep us aligned with evolving client goals. 2- Onboarding, hygiene and delivery governance Ensure practical account hygiene is tight: invoicing, handovers, scope clarity, and basic commercial housekeeping. Stay across delivery outcomes, risks and progress without direct team management. Support, rather than overstep, the delivery and engineering teams – help manage expectations on both sides and surface issues early, before they escalate. Land, expand and commercial positioning Identify and cultivate new opportunities within existing accounts, expanding engagements from initial projects into larger, multi-year strategic relationships. Translate client problems and business priorities into clear product, technology and services opportunities. Articulate Propel’s value with clarity in both commercial and technical conversations, influencing senior stakeholders at the right altitude. Help shape renewal and expansion strategies, building a visible pipeline of follow-on and adjacent work. Contribute billably through hands-on delivery of small initiatives, strengthening client relationships and staying close to real-world problems. 3- Partnerships and ecosystem (Microsoft / AWS) Own the growth of strategic partnerships with AWS and Microsoft, aligned to Propel’s strategy. Set realistic partnership goals and timelines (for example, targeted partner tiers and certifications over a 12–18 month horizon). Take responsibility for the time-consuming partnership work that founders and delivery leaders cannot realistically prioritise – partner portals, pipeline hygiene, joint planning, and programme requirements. Build and maintain relationships with partner managers and use these partnerships as levers for credibility, co-selling and opportunity creation. Manage relevant certifications and partner credentials, and support the team to build the capabilities needed to meet and maintain them. -------------- What success looks like Expansion of accounts into larger strategic partnerships, supported by a visible, qualified opportunity pipeline. High customer satisfaction and strong long-term retention across key enterprise accounts. Smooth, predictable onboarding experiences for new clients, with minimal surprises. Established and productive relationships with partners such as Microsoft and AWS that drive incremental revenue and open doors. Consistent growth against agreed revenue or account expansion targets. Internal delivery teams that feel supported – not overridden – and trust you as a fair advocate for both client and team. A trusted presence with senior client stakeholders, seen as indispensable to their success. What we’re looking for Extensive experience leading customer success, account management or enterprise relationship roles within consulting, software or professional services. A proven track record of managing multiple projects and customers in complex environments (for example, large multi-site or multi-stakeholder operations). Demonstrated ability to grow multi-million-dollar accounts and shape new opportunities within complex client environments. Strong commercial acumen and the ability to position technology and product solutions with senior stakeholders. Experience overseeing onboarding processes and improving customer experience across the full lifecycle. Demonstrated ability to build and manage strategic partner relationships (ideally with major technology partners such as Microsoft and/or AWS). Comfortable dealing with C-level and senior stakeholders, legal/commercial complexity, and high-stakes delivery. Strong customer service orientation: process, service quality, follow-through and problem solving. Able to learn the tech and industry quickly rather than arriving with rigid vendor selling habits. Cultural fit: low-ego, collaborative, consultative – someone who will look after the client. #J-18808-Ljbffr