Why Join eShepherd

At eShepherd, we’re transforming livestock management with smart virtual fencing technology, giving farmers more freedom, flexibility, and insight. Our mission is simple: make farming easier, more sustainable, and more productive.

We’re scaling globally and fast - if you thrive in environments where change is constant, curiosity is rewarded, and impact is immediate, this is the place for you. You’ll get to collaborate with passionate teams across product, commercial, and regional functions while shaping the way customer success drives growth and loyalty worldwide.

Ready to shape the future of customer success at a global scale?

We’re looking for a Customer Success Practice Lead who will set the gold standard for how world-class customer experiences are delivered across our growing international business.

This is a senior, strategic role where your insight and influence will elevate engagement, retention, and customer value across regions.

You’ll combine big-picture thinking with hands-on customer insight, creating frameworks, playbooks, and journeys that define what great customer success looks like from day one.

What You’ll Do

In this role, you’ll define and embed global customer success frameworks while improving end-to-end journeys. Your influence will be felt across regions as you coach, guide, and inspire teams to deliver consistent, high-quality experiences. You’ll also engage directly with key customers, analyse insights, and champion test-and-learn approaches to maximise engagement, retention, and growth.

Key responsibilities include:

• Designing and owning customer success frameworks, principles, and playbooks

• Mapping and improving the full customer journey

• Establishing KPIs, metrics, and reporting for success

• Coaching and influencing regional teams to deliver outstanding customer experiences

• Partnering with Product, Commercial, and Regional teams to align outcomes

• Engaging directly with high-value customers

What You’ll Bring

We’re looking for someone with a strong customer-centric background - whether that’s in customer success, account management, or similar - who can lead through influence, not hierarchy.

You should be comfortable with change, experimentation, and bringing a data-driven mindset to every decision.

Essential skills:

• Experience designing or improving customer journeys and frameworks

• Proven ability to lead through influence

• Strong CRM skills and data-driven decision making

• Confidence working across regions and functions

Nice to have:

• Experience in SaaS, tech, or product-led businesses

• Exposure to AI or emerging technologies

• Agriindustry experience

Benefits We Offer

We invest in our people, providing the tools, technology, and support you need to succeed. Highlights include:

• Competitive salary and performance incentives

• Career growth opportunities as we scale globally

• Modern Melbourne office with hybrid flexibility

• Supportive, collaborative team culture

• Employee Assistance Program and wellbeing initiatives

Whilst we are pretty keen to get this role filled, we know it's crucial we find the right fit for our organisation, so this advert will remain open until we've nailed that brief. If this sounds like a bit of you then we'd love to hear from you.

Don’t tick every box?

Great talent comes in many forms. If you’re excited by this opportunity and know you can make an impact, we want to hear from you.

Not quite right for this role? Join the eShepherd talent pool - our business is growing fast and new opportunities are always emerging.