Customer Success Lead
About Aphex
At Aphex (aphex.co), we believe the best way to improve construction delivery is to give people the tools and time to do their jobs. That's why we're on a mission to transform how major projects plan, communicate and track their work. Forget the endless spreadsheets, whiteboards, and outdated systems—our tools bring clarity and visibility to every corner of the project, empowering anyone on site to plan and communicate with ease.
Our customers are the industry's giants—building the tunnels, roads, bridges, and skyscrapers that define our cities. Our users are the engineers and project managers who breathe life into these projects. Major contractors like Acciona, CPB Contractors, John Holland, BMD, Seymour Whyte, and McConnell Dowell use Aphex to deliver their projects ranging from $50 million to multi-billion dollar mega projects.
We're the market-leading solution in both Australia and the UK. Since launching in the UK in 2019, we've transformed how major contractors plan and build projects. When we expanded to Australia in 2022, we quickly became the go-to platform for major infrastructure and building projects. Today, we're supporting teams building the roads, rail, tunnels, hospitals and buildings that millions of people will use every day.
We're tackling an industry that drives 10% of global GDP yet has seen productivity decline for 20 years. It's time for change.
The Role
As Customer Success Lead at Aphex, you'll own our proven Land & Expand Engine across Australia, leading a team of 5 who help major contractors transform how they plan and deliver projects. You'll be the person who turns project-level wins into enterprise-wide adoption, and who builds the team that makes it happen at scale.
At Aphex, we believe deeply that we are in the business of successful construction project delivery. As a Customer Success Lead, you'll embody this philosophy, owning customer relationships, guiding adoption across projects, and ensuring teams realise the full value of Aphex. You'll also play a key role in mentoring and developing our Customer Success Associates and Managers.
In this role, you won't just run the playbook. You'll evolve it for the AU market and shape how we grow across APAC. For someone ambitious, skilled, and ready to lead, it's the perfect moment. We've built the foundation and there's plenty of open field for you to run in.
Key Responsibilities
Lead and develop your team: Coach and grow a team of 5 CSMs, helping them master deployments, planning routines, and the user activation journey that multiplies the value Aphex delivers.
Own customer outcomes: Drive adoption, retention, and expansion across your portfolio. The weekly planning sessions your team establishes are what separate good projects from great ones. You'll make sure that's happening consistently.
Drive the Land & Expand Engine: Work closely with our AU sales team to turn successful projects into enterprise-wide rollouts. You'll understand how project success creates momentum across entire organisations, and you'll build the systems to capture it.
Shape our AU playbook: Identify what's working, what's not, and what needs to change. Propose better ways of working and make them a reality.
About You
Qualities we're looking for:
Proven experience leading and developing a customer success or account management team
A track record of guiding adoption, retention, and expansion in a B2B SaaS environment
Solid commercial instincts. You understand how CS drives revenue growth.
Ability to build relationships with senior stakeholders and navigate complex enterprise accounts
A genuine interest in helping both your customers and your team succeed
Comfort with ambiguity and a dynamic, evolving environment
Nice to have (but not essential):
Experience in construction, infrastructure, or adjacent industries
Familiarity with project delivery or planning methodologies
Experience scaling CS teams or processes in a growth-stage company
Some experience or knowledge of construction is a bonus but is trumped by coaching ability and eagerness to learn every day of the week.
What We Offer
A high-performing team Be part of and contribute to a genuinely collaborative and motivated team
Flexibility Remote-first working with access to a convenient WeWork office
The right tools A sweet MacBook Pro setup and a cutting-edge tech stack
Genuine development Ongoing training, learning, and coaching to get better every day (including a training allowance)
A focus on culture At Aphex, we are focused on making real impact, together, and strive to walk the talk on that every day
Growth opportunities As Aphex scales across new markets, your career can scale with it
Annual offsite: In 2025 our team met for a week in Da Nang, Vietnam - you’ll need to join us to see where we have planned in 2026!
Equal Employment Opportunity (EEO) Statement
Our company does not discriminate in employment on the basis of race, color, religion, gender identity or expression, national origin, age, disability, or other non-merit factors. At Aphex, we believe our team should reflect the variety of perspectives in the world we build for. We've noticed that qualified candidates from underrepresented groups sometimes hesitate to apply unless they meet 100% of the listed requirements, while others might apply when meeting just 60%.
If you're excited about Aphex and believe you have the core skills to succeed in this role, we encourage you to apply - even if you don't check every box in the description. Your unique perspective might be exactly what we need. If you need any accommodations during the interview process, please let us know.
Application and Interview Process
We'll keep this focused and respectful of your time:
Application review (1-2 days) - with the Christmas break, this will commence on 5th January
Video questions (async, ~15 mins of your time)
Interview with hiring manager (30-45 mins)
Meet the team, these can often be a few interview stages (45-60 mins with AE/AM colleagues)
References and offer
Sponsored
