Customer Success Director

Full job description
Help leading retail brands unlock the power of their customer data.

Lexer is the Customer Data Experiences Platform (CDXP) trusted by iconic brands like Optus, Zimmermann, Lorna Jane, Hairhouse and The Upside. We're now seeking an experienced and commercially minded Customer Success Director to join our team in Sydney and lead the success of our retail clients.

As a senior leader, you’ll drive deep client relationships, deliver measurable outcomes, and lead strategy, growth, and renewals. You’ll work cross-functionally across product, sales, solutions and support — and be a trusted advisor to some of the most innovative retail marketers in the region.

Essential skills and experience needed:

~10 years’ experience in retail marketing, digital media, or advertising
Proven success leading client relationships in fast-paced environments
Strong commercial acumen, with a focus on ROI and client outcomes
Strategic thinking, with a track record of driving growth and retention
Excellent communication, presentation and leadership skills
Experience managing and mentoring team members
A data-driven mindset and comfort with digital platforms/tools
Essential duties may include:

In your first 30 days and beyond:

Meet your team and cross-functional leaders across the business
Review KPIs and embed yourself in our delivery process
Learn the Lexer platform and lead a CDP training session
Build context on your clients, accounts and strategic goals
Join key internal and client meetings to understand current state
Establish your operating rhythm and leadership cadence
By 3 months:

Deliver quarterly business reviews (QBRs) for all key clients
Finalise strategic account plans and map deliverables to KPIs
Identify at-risk accounts and implement action plans
Lead onboarding for a new client
Participate in team/culture events and rituals
By 6–9 months:

Own the renewal process, driving NRR of 90%+
Deliver growth plans and identify new opportunities
Achieve NPS 8+
Present internal case studies and playbooks to lift team capability
Contribute to internal planning and roadmap development
Beyond 12 months:

Lead account expansion and achieve net revenue growth
Deliver strong satisfaction scores from clients and direct reports
Cement your role as a strategic leader and industry expert
About Lexer

Lexer helps brands and retailers drive incremental sales.

We do this by providing data, software, and services that deliver an enriched customer view and all the tools required to genuinely understand and engage with customers at every stage of their journey, online and offline. With extensive, cross-functional experience in retail, technology, and advertising, our team has the talent and insight to build innovative products and provide exceptional service with a human touch.

We value team members who are:

Sharp ‍ ️ Dependable Proactive High-value ❤️ Caring ‍ Playful

We are a private Australian-founded company with a team of 65+ across Melbourne, Sydney, Vietnam, Singapore, and the USA working with about 90+ brands in Australia, Asia, and the USA.

We're growing fast, so reach out soon to join our values-driven, life-friendly team for the opportunity to do your best work.

Lexer is an equal opportunity employer

At Lexer, we believe in bringing your whole self to work. We don't just accept difference, we love and celebrate it. We make hiring and employment-related decisions based on a person's experience, qualifications, performance, and passion.

We celebrate all cultures, linguistic backgrounds, abilities, races, genders, sexual orientations, as well as family and carer responsibilities. We do not discriminate against any candidate or employee for these reasons or any other reason protected by law.

Some roles are subject to a background and criminal history check, where this is a security requirement. Any information we collect about you is subject to Lexer's Privacy Policy https://lexer.io/privacy-policy/

We encourage all applicants to apply, including those seeking flexible working options. We will consider requests for flexible work options wherever reasonably possible.

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