Delivery Lead - Customer Success

Reference: BH-185046
Delivery Lead – Customer Success
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
Advisory delivery & governance
  • 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
Operational excellence & improvement
  • 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
Collaboration & outcomes
  • 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
Highly regarded
  • 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.
Company Background:

Chandler Macleod is a highly regarded and well established recruitment organisation, part of RGF Staffing and Recruit Holdings, the fourth largest staffing network in the world! We partner with over 3500 companies globally providing job hunters with endless opportunities to find and succeed in their work.

Chandler Macleod knows what it takes to recruit, select, and retain the best people. We’re in the business of understanding how people tick because we’ve been digging deep into people’s needs and motivations since 1959.

We uncover the ‘BestFit™’ for employers and job hunters alike by looking beyond the CV’s and JD’s. This allows us to match candidates to jobs that bring out their best and discover people that can make businesses boom.

We’re a team of flexible thinkers and detail obsessors, who believe that the right fit can lead to a happier life. Because when you really get people, you really open up a world of opportunity.

There are several brands that make up Chandler Macleod, these include our Staffing business, our Consulting business, our xPO Talent Solutions business and our Managed Services business.

You can learn more at our website: www.chandlermacleod.com

We are Chandler Macleod. We get people.

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