Lead Customer Success

Lead Customer Success & Enablement Officer Lead Customer Success & Enablement Officer | Onsite Brisbane | Early 2026 Start Full-Time | Brisbane | Competitive Salary Based on Experience A growing Australian SaaS provider is seeking a Lead Customer Success & Enablement Officer to join its Brisbane team. This role is ideal for someone who excels at improving support processes, enhancing customer knowledge, refining service pathways, and ensuring customers gain maximum value from a technical platform. If you enjoy solving workflow problems, elevating customer capability, and optimising support channels to deliver a faster and more consistent experience, this is an excellent opportunity to make a meaningful impact. About the Role You will lead customer success, training, and support enablement activities while playing a key role in optimising the customer support channel. This includes refining ticket pathways, improving communication standards, reducing friction, and ensuring customers receive the right help efficiently. This is a hands‑on leadership role that blends customer training, workflow support, customer relationship management, and service improvement. This position is onsite in Brisbane (not remote or hybrid). Key Responsibilities Account Management Build and maintain strong customer relationships across their lifecycle Conduct customer check‑ins and monitor account health and platform usage Identify risks early and take proactive steps to ensure long‑term success Guide customers on best‑practice workflows and technical processes Customer Training & Enablement Deliver training sessions for customers (1:1 and group formats) Produce and maintain training materials, guides, and video resources Support customers in understanding advanced workflows and product updates Establish enablement pathways to improve user proficiency and confidence Support Channel Optimisation Improve and refine support categories, service pathways, and escalation flows Ensure customers are directed to the correct channel for faster, clearer outcomes Enhance ticket routing logic and service segmentation for better efficiency Raise communication standards within the support channel Analyse support data to identify recurring issues and training needs Partner with technical teams to streamline support resolution processes Implement initiatives that reduce ticket volume through better education and enablement Support Leadership & Technical Triage Provide coaching and capability development for Customer Service Officers Lead response strategies for complex or technical enquiries Maintain consistency in service quality across all customer touchpoints Act as a cross‑functional liaison with technical and product teams About You Essential HubSpot expertise (CRM, ticketing, workflows, reporting) 3–5+ years in SaaS customer success, technical support, training, or related roles Proven ability to optimise support channels or service processes Strong technical aptitude and ability to understand complex workflows Excellent communication, relationship‑building, and content creation skills Experience coaching or mentoring others Desirable Experience with Jira or other support/issue‑tracking platforms Background in process improvement or service optimisation Familiarity with SaaS product development cycles Why This Role Stands Out Lead improvements in customer experience and support flow efficiency Shape training, enablement, and support structures for a high‑growth SaaS product Influence platform adoption and long‑term customer outcomes Collaborate directly with product, engineering, and operations teams Join a company where your insights will drive meaningful change How to Apply Please apply through Seek with your resume and a brief cover letter outlining your experience in customer success, support optimisation, training, and HubSpot. #J-18808-Ljbffr