Head of Customer Success | Sydney-NSW

Job Description

The Opportunity

As our Head of Customer Success, you'll sit at the centre of Resolution Digital's client experience, leading how we build, strengthen and grow strategic partnerships with agencies and clients across the Omnicom network.

This is a newly created national leadership role where you'll own the opportunity pipeline across our Discoverability and Digital Innovation offerings, build deep relationships with agency partners, and translate complex digital solutions into meaningful business outcomes.

You'll also have the opportunity to build and lead a high-performing customer success team while helping shape the future of search, AI and digital experiences.

Your Responsibilities

• Drive and grow strategic partnerships across Omnicom Media and Omnicom Advertising agencies nationally.
• Own and manage the opportunity pipeline from first conversation through to commercial sign-off.
• Partner with our specialist teams to develop connected client solutions across SEO, GEO, VEO, CX, CRO, UX/UI and Digital Innovation.
• Lead client conversations around the future of search, AI and digital transformation.
• Share thought leadership, research and market insights that create opportunities and strengthen partnerships.
• Drive advocacy by showcasing client success stories and identifying opportunities for further growth.
• Qualify and respond to inbound opportunities, ensuring seamless handovers to delivery teams.
• Build, mentor and lead a high-performing customer success team.

Your Expertise

• 5 to 10 years' experience within an agency or holding company environment, ideally across SEO, digital transformation or growth.
• A proven track record of driving commercial growth and expanding client relationships.
• Strong consultative and solution-selling capability with the ability to connect business challenges to digital opportunities.
• Exceptional communication skills and the ability to simplify complex digital concepts for a range of stakeholders.
• Highly organised with strong attention to detail and a collaborative mindset.
• Motivated by building relationships, converting opportunities and delivering long-term value.
• Passionate about agency culture, collaboration and helping clients evolve.

So why us?

We Flex: Work in a way that suits you with our progressive and flexible working framework.

We Learn: From our exclusive partnership with Mark Ritson to industry-leading training and coaching, we'll help you keep evolving.

We're Connected: Join a business that's part of the Omnicom network, partnering with some of Australia's biggest and most innovative brands.

We're Social: Spirit and Vibe Committees, quarterly events, summer half-days and annual offsites keep our culture thriving.

We're Inclusive: Join one of our Employee Resource Groups and help shape a workplace where everyone belongs.

We're Healthy: Enjoy 24/7 EAP support, wellbeing initiatives, daily breakfast and fresh fruit in the office.

Want to be part of the team?

If you're excited by the opportunity to shape the future of customer success at Resolution Digital and build meaningful partnerships across one of Australia's leading agency networks, we'd love to hear from you.

Resolution Digital is an equal opportunity employer and is committed to building a diverse and inclusive workplace. We encourage Aboriginal and Torres Strait Islander peoples and people of all backgrounds to apply. We do not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status or disability.

We acknowledge the Traditional Custodians of the lands on which we live and work and are committed to our ongoing Reconciliation journey.