Orbus Software is a globally recognized, high-growth software vendor that helps organizations architect their digital future. Our cloud-native platform empowers enterprise leaders to tackle real transformation challenges from strategy to execution by providing the visibility, agility and intelligence needed to adapt and thrive.

As the Head of Customer Operations, you will lead and scale our customer-facing teams, including Customer Success, Customer Onboarding & Project Management, and Professional Services. You will define and execute a comprehensive customer strategy that aligns with company goals, drives retention, expansion, and advocacy, and ensure customers derive maximum value from our solutions.

You will work cross-functionally with Sales, Marketing, Operations, Product and other teams within Orbus Software to enhance customer journey, shape product development, and optimize customer engagement. This is highly strategic and hands-on leadership role that requires deep understanding of SaaS customer dynamics, data-driven decision-making, and a passion for building strong, lasting customer relationships.

Most importantly – you’ll build an engaged, high-performing team whilst having fun along the way!

WHAT YOU'LL BE DOING

Customer Strategy & Leadership

Develop and execute customer-first strategies that maximizes retention (GRR), expansion (NRR), and satisfaction (CSAT & NPS).

Partner with leadership to ensure customer strategies align with overall company growth objectives.

Own customer lifecycle in APAC region whilst influencing global best practice to ensure a seamless experience from pre-boarding to renewal and advocacy.

Build and lead high-performing teams across Customer Success, Onboarding & Project Management, and Professional Services, fostering a community of excellence and continuous improvement.

Establish and track key customer metrics to drive performance and information decision-making.

Team Leadership & Development

Build, mentor, and scale a high-performing customer team across APAC and provide mentorship across different regions

Foster a community of collaboration, continuous learning, and customer obsession

Create clear career development paths, coaching frameworks, and enablement programs to elevate team capabilities

Empower teams with right tools, technology, and playbooks to drive efficiency and impact

Celebrate wins, encourage innovation, and create an environment where people enjoy working together!

Cross-Functional Collaboration & GTM Execution

Partner with Product teams to bring customer insights into roadmap decisions and ensure product adoption.

Partner with Sales and Marketing teams to refine messaging, drive upsells/cross-sells, and optimize customer acquisition and retention by provide data-drive insights across the customer database to develop go-to-market strategies.

Work with SLT to ensure customer revenue forecasting and resource requirement accuracy.

Represent the customer voice in leadership discussions and strategic planning.

Customer Engagement & Experience

Drive scalable, proactive engagement strategies that enhance customer health and lifetime value

Lead and support the developments of automation, processes, and best practices that improve efficiency and consistency in customer interactions.

Champion a customer-centric culture across the company

WHAT YOU BRING

Minimum of 5+ years’ experience in customer-facing leadership roles within a SaaS environment

Proven track record in managing and scaling customer teams

Proven project management experience with a strong understanding of various project frameworks and methodologies. Ability to lead and oversee large programs, and coordinate cross-functional project teams to ensure successful execution

Strong strategic mindset with ability to translate vision into execution

Data-driven decision maker with experience managing KPIs like NRR, churn, and expansion

Excellent leadership, communication, and stakeholder management skills

Experiences CRM tools and Customer Success platforms are desirable

Ability to thrive in a fast-paced, high-growth and agile environment

Lead and influence the culture community in the APAC region and be part of the APAC Leadership team

WHAT'S IN IT FOR YOU

A massive opportunity for you to develop your skills and knowledge in a supportive environment that thrives on growth and change.

Competitive salary and benefits (in line with experience)

Individual performance bonus

Hybrid working model, 3 days in our Sydney Office and 2 at home

Curious, open culture, with teams collaborating across geographies

Living our Values at Orbus

Trust: We build trust across our people, customers and partners through honesty, transparency and communication.

Empowerment: We empower our customers and our people with growth, development and experience

Clarity: We provide clarity and sense of purpose, focused on helping everyone achieve success and forging a clear vision of the future

Harmony: We work as one team, collaborating closely so we can sustainably change and grow

Find your place at Orbus - We're a diverse and inclusive workplace that promotes a sense of belonging allowing all of our people to bring their whole selves to work every day.

Recruitment Companies - Thank you for your interest in our roles – we do not accept unsolicited CVs from recruiters or employment agencies. We will not consider or agree to payment of any referral compensation or recruiter fee relating to any unsolicited CVs.

Offers of employment will be dependent on satisfactory references and background checks