Head of Customer Success and Support

Flare is a leading provider of advanced benefits and onboarding solutions designed for the modern workplace. Backed by MYOB and serving over one million employees nationally, we're a fast-growing, diverse team of 100+ employees on a mission to make the world of work better, easier, and more beneficial for everyone.

We’re looking for a experienced Customer Success and Support leader to design and deliver Flare-wide programs that retain and grow the value of our customer base. As we shift focus from primarily front-book conversion to unlocking the full potential of our existing customers, this role will drive strategy and execution across Customer Success, onboarding, partner network success, and customer support to maximise product penetration and long-term growth.

- Build and execute a Flare-wide Customer Success strategy that drives customer retention, back-book revenue growth, and increased product penetration across our benefits and onboarding platforms.

- Develop and own a Customer Success Playbook for key employer accounts, including QBR frameworks, performance dashboards, clear customer-level targets, and best-practice engagement programs.

- Lead Customer Support and case management operations, building an efficient, accountable support team with the tooling and reporting needed to improve visibility, response times, and resolution performance.

- Partner closely with Product and Engineering to prioritise customer-impacting roadmap items, shorten the customer feedback loop, and ensure teams stay close to real customer needs and usage.

- Drive network and onboarding solution success by working with our marketing and network partners to understand employer uptake, run campaigns that educate HR managers, and implement strategies to increase platform and feature penetration.

- Contribute as a member of the senior leadership team, representing the Customer Success and Support function in key planning forums and being an influential voice on growth priorities, investment decisions, and EBITDA-focused outcomes.

- Extensive experience leading and/or establishing a Customer Success function, ideally within a B2B SaaS start-up or scale-up, with a strong track record of retention and expansion.

- Proven ability to build and develop high-performing teams, including Customer Success and Support, with a focus on accountability, coaching, engagement, and strong, positive culture.

- Highly developed stakeholder management skills, with experience influencing senior leaders and collaborating across Product, Engineering, Sales, Marketing, and Operations.

- Strong analytical and systems-thinking capability, comfortable working with dashboards, customer metrics (e.g. utilisation, NRR, issue resolution), and tooling to drive data-informed decisions.

- Excellent communication skills (written, verbal, and visual), able to translate complex insights into clear narratives for customers, internal teams, and senior stakeholders.

- Familiarity with modern sales, customer success, and support enablement technologies, and the ability to use them to scale programs, improve visibility, and enhance customer experience.