About Acorn PLMS:

At Acorn PLMS, we are on a mission to transform the corporate learning experience. Our cutting-edge Performance Learning Management System (PLMS) software is powered by AI and designed to ensure that what people learn directly contributes to their exceptional performance in business. Corporate performance and learning needs a revolution, and Acorn PLMS is the antidote. We are the only solution that guides learners step by step to master the specific capabilities required for their roles, ultimately accelerating organisational performance.

We are open to individuals based in Canberra or Sydney, Australia.

Role overview:

The Director of Customer Success is a new key leadership role responsible for driving customer revenue, retention, and growth across Acorn PLMS’s global customer base. This role leads the Customer Success, Account Management, and Renewals functions to ensure exceptional customer outcomes, strong commercial performance, and long-term partnerships within our revenue function. As a cross-functional leader, the Director of Customer Success will work closely with product, marketing, and technical teams to align the customer lifecycle with Acorn’s broader go-to-market strategy. This role is instrumental in scaling post-sale operations, defining customer-centric strategies, and driving business impact through renewals and expansion.

5 key Capabilities:

The best part… we use our Acorn software at Acorn. We believe in the power of our Managers and Staff being aligned on the 5 capabilities needed for each role, and the level that we expect for any given role, using our Acorn AI tool to streamline this consistently across our business. The 5 levels comprise Foundational, Developing, Proficient, Advanced and Expert.

Here are the 5 capabilities for our Director of Customer Success to give you an idea of what the role entails, and the level we are looking for from it:

1. Customer Success Strategy & Leadership

• Advanced Level: Leads the customer success strategy across enterprise, government, and mid-market segments. Anticipates customer risks, drives customer lifecycle initiatives, and ensures alignment across product, support, and go-to-market teams

2. Account Management & Customer Growth

• Advanced Level: Defines and drives account strategies across customer portfolios. Aligns customer goals with Acorn's roadmap and commercial objectives, identifying opportunities for upsell and cross-sell

3. Technical Partnership & TAM Oversight

• Advanced Level: Oversees the Technical Account Management (TAM) function, ensuring best practices are scaled across segments. Acts as a strategic advisor in technical planning, onboarding, and ongoing customer support

4. Renewals & Retention Management

• Advanced Level: Builds and scales renewal processes that support predictability and efficiency. Leverages analytics, customer health data, and signals to drive retention and reduce churn

5. Customer Intelligence & Advocacy

• Advanced Level: Leads customer health monitoring and voice-of-customer programs. Translates insights into actionable feedback for product, marketing, and leadership teams to influence roadmap and positioning

Responsibilities:

• Own and lead the Customer Success, Account Management, and Renewals strategy and execution

• Deliver strong net revenue retention by driving upsell, cross-sell, and renewal outcomes across customer segments

• Oversee onboarding, adoption, value realisation, and long-term engagement to ensure customer success and satisfaction

• Build and scale processes for customer lifecycle management, health scoring, churn prediction, and renewal forecasting

• Partner with GTM, product, and technical teams to ensure aligned execution across the customer journey

• Mentor and coach the Customer Success and Account Management teams to improve performance and customer outcomes

• Provide strategic oversight of the Technical Account Management (TAM) function, ensuring customer technical success across onboarding, integrations, and support

• Champion customer feedback and advocate for customer needs internally

• Lead executive business reviews and customer success planning with key clients

• Support hiring and team growth as Acorn scales its global customer base

• Contribute to thought leadership initiatives that elevate Acorn’s brand in the market

Experience required

• Extensive experience in Customer Success, Account Management, or Revenue leadership within the SaaS industry

• Proven track record of scaling customer success and post-sales functions in high-growth environments (start up / scale up)

• Experience managing customer portfolios across enterprise and mid-market segments

• Strong understanding of SaaS metrics including NRR, churn, expansion, and customer health scoring

• Expertise in renewal forecasting, churn mitigation strategies, and commercial negotiation

• Experience working cross-functionally with technical and GTM teams to drive customer outcomes

• Strong leadership, coaching, and team development skills

• Exceptional stakeholder engagement, communication, and strategic thinking skills

• Willingness to travel domestically and internationally for customer meetings and company events (as required)

• Deep passion for customer-centric innovation and building scalable, impactful teams

Why join Acorn PLMS?

• Leadership role in a high-growth SaaS company with global expansion plans

• Opportunity to build and scale customer success, account management, and renewals functions

• Competitive compensation package

• Work with a passionate and collaborative team committed to performance, learning, and development

If you're a strategic and customer-obsessed leader ready to scale impactful post-sales functions, we’d love to hear from you!