Simone Brummell
Sydney,NSW
Summary
Head of Customer Success & Operations leader with 8+ years' experience designing, scaling, and leading global post-sales and customer operations functions across high-growth, multi-region SaaS and services businesses. Proven in owning the full customer journey from onboarding through renewals, support, and expansion, driving adoption, retention, and Net Revenue Retention growth. Known for building and mentoring high-performing distributed teams, embedding automation and scalable workflows, and partnering cross-functionally to deliver measurable customer outcomes at scale.
Overview
10
10
years of professional experience
Work History
Operations Manager
Hedge Effective Advisory
04.2025 - Current
- Own the Customer Operations and delivery operating model, standardising engagement, renewals cadence, and performance reporting to support scalable execution
- Designed and rolled out a tiered service and subscription model across new and existing customers, aligning engagement levels to segment, complexity, and value
- Built a renewals and risk-management cadence (health signals, escalation pathways, SLAs), maintaining 95% SLA compliance on enterprise escalations and improving response times
- Redesigned CS tech stack and workflows, creating a single source of truth for customer health, engagement, renewals, and pipeline visibility
- Embedded automation and AI-assisted workflows across customer operations to improve efficiency, insight generation, and proactive engagement
- Implemented KPI reporting and operating cadence, increasing team productivity by 20% and strengthening accountability and forecasting
Chief of Staff
Sportsgrid
08.2023 - 03.2025
- Partnered with executive leadership to align Customer Success, Product, Engineering, and Commercial teams around shared customer and growth outcomes
- Led cross-functional initiatives to improve customer experience consistency, delivery quality, and operational scalability
- Built performance frameworks, dashboards, and KPIs across CS and delivery functions to support risk forecasting and decision-making
- Oversaw escalations across enterprise clients and internal stakeholders, balancing customer advocacy with commercial outcomes
- Supported platform modernisation and system upgrades, ensuring seamless transitions and sustained customer confidence
- Delivered a major platform migration three weeks ahead of schedule while maintaining 100% customer satisfaction and minimising churn risk
Group Client Success Manager (Founding)
BCI Media Group - Archify APAC
06.2019 - 07.2023
- Promoted to Group Manager in 2021 after successfully leading and scaling the APAC strategy, driving strong commercial and client growth
- Built and scaled APAC Customer Success from the ground up, later supporting extension into Europe following acquisition
- Designed and implemented an end-to-end customer lifecycle framework spanning onboarding, adoption, renewals, and expansion
- Increased quarterly NRR from 0% to 130% within two years through structured customer success programs and expansion strategy
- Led customer communications and retention strategy during a complex acquisition and product merger, maintaining trust and continuity across regions
- Partnered closely with Product and Sales to ensure customer feedback informed roadmap priorities and go-to-market positioning
- Recruited, onboarded, and developed high-performing, distributed CS teams to support scale without compromising quality
- Drove customer advocacy through events, webinars, and engagement programs, increasing reference-ability and long-term loyalty
Senior Pre-Construction Coordinator / Plan Presenter
Rawson Homes
01.2016 - 06.2019
- Managed end-to-end residential project lifecycles from tender to site commencement, delivering on time and within budget
- Coordinated cross-functional stakeholders to meet client and commercial outcomes
- Supported process improvements that reduced delays and improved client experience
Education
Double Diploma - Business & Leadership and Management
College of Adult Learning
12.2026
Diploma - Early Childhood Education
College of Adult Learning
12.2012
HSC -
Riverside Girls High School
12.2011
Skills
- Global CS & Post-Sales Leadership
- CS Operating Model, KPIs & Performance Management
- Retention Strategy: Churn Mitigation & NRR Growth
- Customer Health, Risk & Escalation Management
- Workflow Automation & Process Optimisation
- Cross-Functional Collaboration CS Tech Stack, Reporting & Forecasting
Professional Highlights
- Built and scaled global Customer Success operating models across APAC, later adopted across Europe post-acquisition
- Lifted Net Revenue Retention to 130% through improved adoption, standardised renewals, and structured expansion motions
- Designed and implemented tiered engagement and service models aligned to customer segment, value, and complexity
- Reduced operating overhead by 15% through workflow optimisation and automation, improving scalability without additional headcount
Timeline
Operations Manager
Hedge Effective Advisory
04.2025 - Current
Chief of Staff
Sportsgrid
08.2023 - 03.2025
Group Client Success Manager (Founding)
BCI Media Group - Archify APAC
06.2019 - 07.2023
Senior Pre-Construction Coordinator / Plan Presenter
Rawson Homes
01.2016 - 06.2019
Double Diploma - Business & Leadership and Management
College of Adult Learning
Diploma - Early Childhood Education
College of Adult Learning
HSC -
Riverside Girls High School