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.

Key objectives:
- 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 gr...