Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
Job DescriptionThis is an exciting and fast-paced client facing opportunity within our growing Data Quality business. Experian places clients and consumers at the heart of everything we do. We help them to make the most of their data and realise their ambitions by enabling quicker, smarter decisions using our technology, data, analytics and expertise.
As Head of Customer Success & Customer Growth you will lead the EDQ Customer Success team which plays an integral part in growing our clients across ANZ. They advise a wide variety of clients who are using Experian Data Quality products, from the point of sale onward. They ensure our clients adopt our data and solutions widely within their business and are continually driving additional value. Our CSM's build genuine and authentic relationships with our clients by working strategically in partnership to discover their business needs and challenges. They facilitate training and workshops to ensure clients understand how data can solve those challenges and have regular correspondence with the business stakeholders to ensure that value is being driven.
What you'll need to bring to the party
- Authenticity, to build genuine and productive relationships with our clients by working strategically to discover their business needs and challenges
- Leadership qualities, to lead a CSM team to achieve growth and retention targets set by the business.
What you'll be doing
- Lead a CSM team to drive high level of customer satisfaction, position as a trusted advisor and grow accounts through the identification of new projects and programs of work.
- Expansion of ARR in high valued accounts. Aperture related expansion through structured playbooks to grow usage and adoption of Aperture.
- Greater adoption and value realisation: NPS scoring and QBR cadence.
- Drive greater customer advocacy: references, case studies and event participation.
- Maintain a high level of customer satisfaction and retention.
- Lead Customer Success Events & Round Tables in collaboration with Sales, Product and Consulting teams
- Become a Trusted Advisor for our clients and the Voice of our Customer across the different teams within Experian.
- Increase and track adoption of Experian Data Quality solutions including the expansion of use cases through expanded networking within your accounts.
- Build and operationalise playbooks for up-sell, cross-sell, tier upgrades and usage expansion
- Organise client workshops & webinars where required
- Establish monthly progression frameworks to identify performance tracking against goals.
- Collaborate across departments, e.g. sales, renewals, product to achieve satisfactory customer satisfaction.
- Drive and the Customer Strategy across all touchpoints of the Customer Journey
More about you
- Proven Customer Success leadership in Data Quality across ANZ
- Strong background in customer renewals, account management and customer lifecycle execution
- Strong experience solving enterprise technology and data challenges
- Proven record of over-achievement and exceeding expectations
- Experience working in an agency, client or mar tech organisation on marketing campaigns and strategy
- Subject Matter Expertise: Data Quality, Data Governance, Segmentation
Benefits/Perks:
- Novated Leasing & Salary Packaging
- Great compensation package and bonus / commission plan
- Core benefits including Experian shares discount and wellness program
- Flexible work environment, hybrid model
- Flexible time off including volunteer time off, personal leaves and paid holidays
- 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave
Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Skills Required
- Proven Customer Success leadership in Data Quality across ANZ
- Leadership experience leading CSM teams to achieve growth and retention targets
- Strong background in customer renewals, account management and customer lifecycle execution
- Experience solving enterprise technology and data challenges
- Subject matter expertise in Data Quality, Data Governance and Segmentation
- Proven record of over-achievement and exceeding expectations (performance-driven)
- Experience working in an agency, client or MarTech organisation on marketing campaigns and strategy
- Ability to build and operationalise playbooks for up-sell, cross-sell, tier upgrades and usage expansion
Experian Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Experian and has not been reviewed or approved by Experian.
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Healthcare Strength — Medical and dental coverage is described as strong, with expanded mental health resources and telemedicine options. Coverage includes inclusive services such as gender transition and fertility support.
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Leave & Time Off Breadth — Time-off offerings are generous, including substantial PTO/vacation, paid holidays, and paid volunteer days with options to purchase additional leave. Parental leave is available for birth and non-birth parents alongside flexible working arrangements that support work-life balance.
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Retirement Support — Retirement programs include a 401(k) with company matching and contributory pension schemes in some regions. These elements complement base pay and bonuses to form a competitive total rewards package.
Experian Insights
What We Do
Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 20,600 people in 43 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian.
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