Senior Leadership Opportunity | Technology & Cyber Security
Are you a senior customer engagement, client success or service delivery leader with experience across technology, cyber security or managed services?
This is a rare opportunity to step into a newly created leadership role with a growing Australian technology and cyber security business. The role has been established to bring greater structure, consistency and commercial ownership to how the business engages, supports, retains and grows its customer base.
As the Head of Customer Engagement, you will lead a critical customer-facing function that sits across strategic account engagement, service health, customer retention, technical advisory and delivery-led growth.
This is not a traditional account management role. It is a senior leadership position suited to someone who can act as a trusted advisor to executive customers, lead a team, improve customer engagement models and identify growth opportunities within existing accounts.
The Role
Reporting to the Chief Delivery Officer, you will be responsible for leading and shaping the Customer Engagement function across a portfolio of technology and cyber security clients.
You will work closely with Sales, Delivery, Managed Technology, Cyber Security Advisory, SOC, Incident Response, GRC and Data Protection teams to ensure customers receive a clear, consistent and commercially valuable experience.
This is a genuine player/coach role. You will personally own a number of strategic key accounts while also coaching and developing the wider customer engagement team.
Your focus will be to improve customer retention, satisfaction, lifetime value and service outcomes, while building a scalable and repeatable engagement model for the business.
Key Responsibilities
- Lead and develop a high-performing customer engagement function.
- Act as the senior trusted advisor and escalation point for key customers.
- Own strategic engagement across nominated key accounts.
- Improve customer retention, satisfaction and lifetime value.
- Identify and convert growth opportunities within existing clients.
- Strengthen alignment between Sales, Delivery and Advisory teams.
- Support renewals, true-ups, account planning and delivery-led growth.
- Lead customer roadmaps across technology, cyber security, risk and service maturity.
- Oversee service health reporting, risk registers, contract compliance and executive reporting.
- Translate complex technical and cyber security concepts into clear business recommendations.
- Build repeatable engagement frameworks, reporting rhythms, playbooks and operating models.
- Help transform the customer engagement function into a commercially accountable and self-funding capability.
About You
You are likely to be an experienced senior leader from a customer engagement, customer success, account management, service delivery, managed services, technology advisory or cyber security advisory background.
You will be commercially astute, confident with senior stakeholders and comfortable operating across both strategic and hands-on responsibilities.
You will enjoy building structure, improving customer outcomes and leading teams through change.
Skills & Experience
To be successful, you will ideally bring:
- Senior leadership experience in customer engagement, customer success, account management, service delivery or technical advisory.
- Experience within technology, cyber security, managed services, IT consulting or professional services.
- Proven ability to manage executive-level customer relationships.
- Strong commercial acumen, including revenue growth, margin awareness, utilisation and customer retention.
- Experience identifying and converting growth opportunities within existing accounts.
- Ability to lead, coach and influence technical, advisory or delivery teams.
- Strong understanding of service health, risk, reporting, governance and account planning.
- Excellent communication skills, with the ability to translate technical concepts into business language.
- Experience building scalable customer engagement models, playbooks and reporting structures.
- Familiarity with cyber security frameworks such as NIST CSF, ISO 27001, Essential Eight or CIS Controls would be highly regarded.
- Cyber security certifications such as CISSP or CISM would be advantageous, but are not essential.
Personal Attributes
You will be:
- Commercially minded and customer-focused.
- A confident communicator with strong executive presence.
- Strategic, structured and outcome-driven.
- Comfortable leading through transformation and change.
- A natural relationship builder and trusted advisor.
- Calm and credible under pressure.
- Collaborative and able to bring multiple teams together.
- Hands-on when required, while still able to lead at a senior level.
- Highly organised with strong prioritisation skills.
Why Apply?
This is an excellent opportunity to shape and lead a newly created customer engagement function within a respected Australian technology and cyber security business.
You will have the chance to build structure, influence customer strategy, lead a capable team and play a key role in improving customer retention, growth and long-term value.
For a senior leader who enjoys customer strategy, commercial ownership and building scalable engagement models, this is a genuinely career-shaping opportunity.
Apply Now
If you are a senior customer engagement, customer success, service delivery or technology advisory leader looking for a strategic and commercially meaningful role, we would welcome your application.
Location: Sydney preferred | Flexible / Hybrid
Employment Type: Full-time, Permanent
