Senior Customer Solutions Manager ANZ

This strategic leadership role is responsible for driving the successful delivery of professional services, implementation, enrolment and support across a portfolio of customers. The role is accountable for achieving customer outcomes while ensuring the delivery organisation meets its commercial, operational and financial objectives.

It leads high-performing teams responsible for customer onboarding, implementation, adoption, service delivery and support, ensuring customers realise value quickly and achieve their desired business outcomes. Working closely with Product, Engineering, Sales, Customer Success and other Services leaders, the role drives operational excellence, continuous improvement, customer retention and sustainable business growth.

The role carries accountability for service performance, customer satisfaction, services revenue delivery, resource utilisation, workforce planning, project governance and team development, ensuring the organisation can scale effectively while maintaining exceptional customer experiences.

Key Responsibilities

• Lead the delivery of onboarding, implementation, adoption, support and ongoing optimisation services, ensuring customers achieve value quickly and realise their desired outcomes.
• Develop and execute service strategies that improve customer experience, operational efficiency and business performance.
• Build and maintain strong relationships with customers and act as a senior escalation point for critical issues.
• Drive continuous improvement initiatives that enhance service quality, scalability and customer satisfaction.
• Deliver against revenue and profitability targets, managing budgets, forecasting and resource utilisation effectively.
• Lead workforce planning, capability development and succession planning to ensure the organisation can meet current and future demand.
• Develop and coach managers and team members, fostering a high-performance culture focused on accountability, collaboration and continuous learning.
• Ensure robust project governance, delivery standards and operational processes are applied consistently across all customer engagements.
• Oversee project health, delivery risks, resource allocation and customer commitments to ensure successful outcomes.
• Monitor and improve key performance metrics including customer satisfaction, retention, utilisation, delivery performance and service effectiveness.
• Partner with Product, Engineering, Sales and Customer Success teams to improve customer outcomes and influence product direction.
• Support release planning and roadmap discussions, providing customer insight and operational expertise to help shape priorities and ensure successful adoption of new capabilities.
• Lead the resolution of significant service, support and delivery escalations.
• Collaborate across the business to balance customer needs, operational readiness and commercial objectives.
• Champion a customer-centric culture, combining strategic thinking with operational excellence to deliver measurable business results.

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• Significant leadership experience within a SaaS, software or technology services environment. 

• Proven track record of leading implementation, professional services, customer onboarding or support functions at scale. 

• Strong financial and commercial management experience, including revenue accountability, forecasting and budget ownership. 

• Experience implementing workforce planning, resource management and utilisation models. 

• Deep understanding of project management governance, delivery frameworks and customer lifecycle management. 

• Advanced analytical skills with experience leveraging operational and customer data to drive decision making. 

• Exceptional stakeholder management and executive-level communication skills.