About Us
Automic Group brings together modern purpose-built technology with a dynamic and experienced team to tailor solutions for companies and funds to understand, engage and manage their investors. We provide a cloud-native single registry, employee share plan and board management platform, and professional services including company secretarial, ESG, accounting and finance, and investor and media relations.
Today, over 1,400 ASX listed and unlisted clients trust Automic’s 250 employees to manage their registry, investor and board requirements – and Automic is ranked number one on the ASX by number of companies serviced, with 750 listed clients. In the past two financial years, Automic has won 50%of IPOs and 70% of listed companies who have switched registries.
Our culture is innately entrepreneurial, comprising people who thrive in an atmosphere where ideas, actions and initiative are encouraged. Our core values, Customer Success, Ambition, Equality and Team are at the foundation of who we are and how we operate.
Job Description
The Customer Success Director, Fund Services is accountable for leading and scaling the customer success function across Fund Registry and Fund Administration clients. The role ensures exceptional client experience, retention, operational excellence and service consistency across the managed funds portfolio. Operating at the intersection of service delivery, commercial performance and platform enablement, this role drives strategic customer experience initiatives, embeds service standards, and partners with Product, Operations and Growth teams to optimise the end-to-end client journey. The role serves as the voice of the client within Fund Services and ensures customer outcomes directly support retention, reputation and scalable growth.
About the Role
This is a senior leadership opportunity to build, scale and lead the Customer Success function across Automic’s Fund Services (Fund Registry & Fund Administration).
As Customer Success Director, you’ll sit at the intersection of client experience, operational delivery, and commercial performance, ensuring exceptional service outcomes while driving retention, scalability, and growth across a complex managed funds portfolio.
You’ll act as the voice of the client, partnering closely with Product, Technology, Operations and Growth teams to optimise the end-to-end client journey. This role is critical in embedding service excellence, driving continuous improvement, and ensuring customer outcomes directly support Automic’s long-term growth and reputation.
Role Responsibilities:
Develop and execute the Fund Services customer success strategy aligned to growth and retention
Design and implement scalable service models across Fund Registry and Fund Administration
Establish service standards, client segmentation, and engagement frameworks
Embed governance, operating cadence, and performance rhythms
Lead, mentor, and develop Customer Success Managers and senior leaders
Drive performance, succession planning, and capability uplift
Define workforce planning and resourcing frameworks
Own the end-to-end client lifecycle across managed funds
Identify service gaps and drive continuous improvement initiatives
Partner with Product and Technology to enhance digital experience
Lead proactive client engagement and structured review cadences
Establish QA frameworks and service monitoring controls
Drive process optimisation, automation, and efficiency initiatives
Lead root cause analysis on escalations and service failures
Analyse client feedback and service data to identify trends
Translate insights into actionable improvements
Deliver executive-level reporting on client health and risk
Influence product roadmap through structured client insight
Act as senior escalation point for key clients and major incidents
Lead response during service disruptions
Desired Skills and Experience
Skills and Experience
Proven experience leading customer success or client services functions within financial services
Strong experience in Fund Administration, Fund Registry, or managed funds environments
Demonstrated success scaling service models in high-growth or evolving businesses
Experience managing complex client relationships and escalations
Strong commercial acumen with a focus on retention, margin, and cost-to-serve
Experience leading leaders and multi-layered teams
Workforce planning, performance management, and succession planning expertise
Strong stakeholder management across Product, Operations, Risk, and Growth teams
Data-driven mindset with strong problem-solving capability
Experience with CRM or customer success platforms (e.g. HubSpot) and reporting tools
Tertiary qualification in Business, Finance, or related field (preferred)
About you!
You’re a strategic and commercially minded leader who thrives in complexity. You know how to balance premium client service with operational efficiency, and you’re comfortable leading through growth, change, and ambiguity.
You bring a strong sense of ownership, a passion for building high-performing teams, and the ability to influence at a senior level.
You will demonstrate:
Strong leadership capability with experience leading leaders
High judgement and resilience in high-pressure or escalation scenarios
A client-first mindset with a focus on long-term relationships
Strategic thinking with the ability to execute operationally
Strong commercial awareness and decision-making capability
A continuous improvement mindset with a focus on scalability
Excellent stakeholder engagement and influencing skills
The ability to translate data and insights into meaningful action
Why join Automic:
You’ll be part of a team where operational excellence, collaboration, and continuous improvement are genuinely valued. This is an opportunity to deepen your expertise, contribute to meaningful outcomes, and grow your career within a high-performing, purpose-led fintech environment.
Key Benefits include:
Hybrid working
A High growth, scale-up organisation
Professional career growth & development
Supportive & fast paced environment
If the above sounds like you, please apply for this exciting opportunity and be part of the growth journey at Automic!
Applications will be reviewed as they are received and interviews may commence prior to the closing date.
