• Lead, mentor, and empower a high-performing Customer Engagement team
• Join a growth-focused organisation that values innovation & customer success
• Shape strategies that enhance service quality and deliver measurable value
• Lead, mentor, and empower a high-performing Customer Engagement team
• Be part of a collaborative, growth-focused organisation that values innovation and customer success
• Shape strategies that enhance service quality and deliver measurable value

SHAPE THE CUSTOMER EXPERIENCE. LEAD A HIGH-PERFORMING TEAM. DRIVE EXCEPTIONAL SERVICE.

At Fusion5 we’re more than a solutions provider - we’re Transformation Partners. We help ambitious organisations across Australia and New Zealand go beyond software to unlock more value, freedom, innovation, and impact from their technology investments. We’re passionate about helping customers succeed, and we bring the same energy to supporting our people.
We’re now looking for a Team Lead - Customer Engagement to lead our Customer Success Managers (CSMs) and Engagement Coordinators, ensuring our managed services customers receive exceptional service and lasting value.
You’ll be a commercially savvy professional who thrives on building strong client relationships and driving growth. You’ll bring experience in contract negotiations and renewals, paired with excellent communication, problem-solving, and organisational skills. If you’re passionate about leading high-performing teams and delivering exceptional customer outcomes, we’d love to hear from you.

• Lead, mentor, and develop the Customer Engagement team to achieve high performance
• Ensure proactive customer management and regular engagement meetings
• Serve as an escalation point for significant customer issues, working closely with internal stakeholders to resolve them
• Oversee service delivery quality, ensuring alignment with contracted services and ITIL best practices
• Monitor and improve service metrics, operational processes, and customer value
• Manage contract-related documentation, invoicing, and reporting
• Support renewals and identify upsell opportunities in partnership with the CSM team
• Foster strong customer relationships built on trust, transparency, and delivery excellence