Head of Customer (12-Month Contract)

About Ideally

The research industry is being rebuilt from the ground up and Ideally is building the platform at the centre of it. A $30bn market is shifting away from slow, agency-led research toward always-on software that enables faster, repeatable decisions at a fraction of the cost. AI is accelerating this change, automating workflows that once required specialists and putting powerful insight tools directly into the hands of the people who need them.

Ideally is building the decision engine for modern marketing teams, combining consumer data and AI agents that generate insights and recommend actions within a centralised platform. We're enabling consumer understanding to be used early and often in creative and commercial decisions.

We're one of New Zealand's fastest-growing startups, recently closed a Series A, and are scaling into the US. This is an opportunity to define a category, not just contribute to one.

Why work at Ideally

Ideally is a high-performance, high-care environment built for people who want to do the most meaningful work of their career.

We move fast, set a high bar, and expect people to take ownership of outcomes, not just execution. As the company evolves, so will the role. You will be expected to adapt quickly, focus on what matters most, and operate with sound judgement in ambiguous situations.

You will work closely with a small group of highly capable leaders across Commercial, Sales, Product, and Marketing to drive meaningful growth across the APAC region.

About this role

As Head of Customer APAC, you will own the revenue performance of Ideally's existing customer base across the region, with direct accountability for retention, expansion, and customer growth.

This is a leadership role in APAC reporting to the Head of Commercial APAC. You will lead the Strategic Partnership and Customer Success teams across Brand and Agency, setting the commercial direction and ensuring consistent execution against regional targets.

You will be close to customers, active in commercial decision-making, and accountable for both team performance and revenue outcomes. You will define how we retain and grow our customer base, why it matters, and how we win.

This is also a market-facing role. You will represent Ideally externally, building credibility with senior stakeholders and contributing to our presence across the insights and marketing community in APAC.

What outcomes you'll be responsible for

• Build and lead a high-performing customer organisation with clear accountability, ownership, and commercial focus

• Be responsible for net revenue retention across the APAC team, setting targets, tracking performance, and intervening early where accounts are at risk

• Ensure the team are accountable for driving credit utilisation and customer growth via structured engagement, proactive outreach, and clear account strategies

• Own renewal performance across the region, ensuring your team delivers with no surprises through clear value articulation and confident execution

• Ensure expansion opportunities are identified and converted across the customer base by enabling your team to drive upsell, cross-sell, and contract growth

• Establish structured engagement and onboarding models that enable your team to accelerate customer growth and long-term retention

• Use customer data and health signals to guide your team in proactively managing risk and driving targeted interventions

• Ensure your team builds deep, multi-stakeholder relationships within customer organisations to strengthen retention and growth

• Represent Ideally in market through events, relationships, and content that build credibility and demand

• Bring market insights back into the business to inform positioning, product, and commercial strategy

What you'll bring

• Proven experience operating at a senior level in customer success, account management, or client partnerships with clear commercial accountability

• A track record of owning and delivering against retention, renewal, and expansion targets in a SaaS or insights environment

• Strong leadership capability, with experience building, coaching, and leading high-performing teams

• Commercial judgement and the ability to make high-quality decisions with incomplete information

• Deep understanding of marketing, brand, or insights functions and the ability to engage credibly with senior stakeholders

• The ability to operate at both strategic and hands-on levels without losing effectiveness in either

• Experience in high-growth environments, ideally within SaaS or technology businesses

• A high ownership mindset with the ability to perform in fast-paced, ambiguous environments

• Confidence and willingness to represent the business externally and build senior relationships in market

Core capabilities

Customer retention and expansion strategy, SaaS commercial performance, enterprise relationship management, team and commercial leadership and coaching, and market development.

System or tool proficiency

CRM platforms, customer success tools, data and reporting systems, and modern SaaS commercial tooling.

Where you'll work

This role is based in Auckland or Sydney, working closely with Ideally's Commercial, Sales, Product, and Marketing teams across APAC.

What we offer as perks

• Competitive rewards and upside, including salary and meaningful ESOP

• Growth and progression, with stretch opportunities and exposure as we scale

• Flexibility and autonomy, with a hybrid model and focus on impact rather than hours

• Support that matters, including paid parental leave, fertility support schemes, and wellbeing resources

• A fun, social environment, including our annual company-wide offsite ThinkFest

Perks are table stakes for us. What truly defines Ideally is our high-performance, high-care culture, the calibre of people, the ownership they're given, and the chance to help shape an industry.

Who should apply

This role is suited to someone who wants to lead a high-impact customer organisation and is comfortable with the pace, ambiguity, and expectations that come with that.

If this excites you, we'd like to hear from you, even if your experience doesn't perfectly match every requirement. We care more about judgement, capability, and how you think than a checklist of credentials.

We also know from research that female and non-binary applicants are less likely to apply unless they feel 100 percent qualified. If that's you, please take this as your nudge to apply anyway. Focus on the bullet points that reflect your strengths and experience, not the ones that don't.