Location: Australia (Brisbane preferred)
Work type: Permanent | Hybrid (remote considered for the right candidate)
About the role
As Delivery Lead – Customer Success, you will lead the Customer Success Advisory function, ensuring consistent, high-quality payroll and HR advisory services that deliver strong customer outcomes.
This role combines people leadership, advisory governance, and operational excellence. You’ll work closely with Consulting and Customer Journey leaders to uplift advisory capability, guide complex payroll engagements, and deliver a cohesive, modern consulting experience.
This opportunity suits a leader with strong payroll expertise, a consulting mindset, and a passion for developing high-performing advisory teams.
Key responsibilities
Leadership & capability
- Lead, coach, and develop a team of Customer Success Advisors
- Build capability, confidence, and a strong customer outcomes mindset
- Foster a high-performance culture grounded in accountability and continuous improvement
- Oversee day-to-day advisory delivery, ensuring quality, compliance, and SLA achievement
- Act as an escalation point for complex or high-impact payroll and advisory matters
- Lead and support complex payroll and HR advisory engagements, modelling best practice
- Define, embed, and maintain advisory standards, frameworks, and methodologies
- Monitor service performance, identify risks and trends, and proactively address issues
- Drive continuous improvement initiatives that uplift advisory quality and customer experience
- Modernise service delivery through digital enablement and scalable service models
- Maintain documentation aligned with quality and governance frameworks
- Partner with other Delivery Leads and Customer Journey teams to deliver integrated consulting services
- Advocate for Customer Success advisory value across the business
- Contribute to consulting financial performance, utilisation, and customer experience outcomes
About you
Essential
- Proven experience leading and developing high-performing advisory or consulting teams
- Strong payroll expertise, including complex payroll and HR advisory delivery
- Experience managing service delivery, SLAs, quality, and compliance
- Strong stakeholder engagement and communication skills
- Demonstrated ability to drive continuous improvement and service excellence
- Confidence using digital tools to support modern, distributed teams
- Strong problem-solving skills and experience managing escalations
- Knowledge of Australian (and ideally New Zealand) payroll legislation, Awards, EBAs, and Union Agreements
- Experience with Aurion or similar enterprise payroll platforms
- Exposure to scalable or subscription-based service models
- Experience with Lean, Kanban, Scrum, or other workflow optimisation approaches
- Familiarity with quality and information security standards
Why join us
- Lead a critical Customer Success function with real influence on customer outcomes
- Work on complex, high-value payroll advisory engagements
- Shape and mature advisory practices and service models
- Join a collaborative consulting environment with clear pathways into senior leadership
At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.
