General Manager, Head of Client Services

General Manager, Head of Client Services

At Practice Protect, we are Australia’s leading cybersecurity provider exclusively dominating the SMB accounting industry. Our success comes from a unique blend of SaaS security tools and specialised IT services, providing deep expertise in an industry with highly specific compliance and security requirements. This standardised product offering and a specific niche to over 28,000 users has allowed us to successfully scale a client experience no other tech company can catch.

Following our acquisition by a U.S. competitor, our APAC business continues to operate autonomously, led by the original founders and positioned for long-term growth. This role is a key executive function, reporting directly to the CEO, with oversight of technical service delivery, commercial performance, and customer experience. The focus is not on rebuilding but on driving continuous improvement, developing emerging leaders, and expanding services in line with the evolving cybersecurity landscape.

The Opportunity

As GM, Client Services, you will be responsible for the entire service delivery function, ensuring our high-performance teams continue to evolve while maintaining an exceptional customer experience. You’ll lead:

• Helpdesk (30 people) – Real-time client support
• Project Team (10 people) – Implementation and optimization of security services
• Product Team (6 people) – Enhancing our SaaS security tools
• Client Success Team – Strengthening customer relationships and engagement

This is a high-impact leadership role, requiring you to:

• Drive operational excellence across all service delivery teams
• Develop emerging leaders to strengthen our management layer and scale performance
• Ensure alignment between service delivery and commercial objectives, contributing to revenue and profitability
• Refine and optimize service models to match evolving cybersecurity threats and the needs of accounting firms
• Preserve our market dominance in Australia while supporting the expansion of products and services

As GM, Client Services, your primary focus will be on delivering exceptional service, optimizing client engagement, and ensuring seamless execution of our growth strategy. While the CEO drives strategy development across marketing, sales, and partnerships, you will translate this into operational excellence, aligning service delivery with commercial objectives.

By 2026, this role will expand beyond service execution into growth strategy implementation, leveraging client insights to shape product expansion, enhance customer success, and drive revenue growth. This is your opportunity to lead today and influence the future of the business as it scales.

Who We’re Looking For

You’ve already proven yourself at this level—now you’re looking for the runway to continue growing with a company that is dominant in its space and evolving to meet the future.

• Established IT Services Executive: 5+ years leading IT service delivery teams at a senior level in B2B SaaS, managed services, or cybersecurity
• Industry Expertise: Experience in serving accounting firms or a similar regulated industry where compliance and security are critical
• Commercially Minded: Strong understanding of B2B client relationships, revenue drivers, and profitability in a service-led business
• Customer-Centric Approach: Focus on service excellence and continuous improvement, ensuring high client satisfaction and retention
• Leadership & Talent Development: Proven experience in mentoring and developing emerging leaders, creating a pipeline of future executives
• Strategic & Hands-On: Comfortable balancing high-level strategy with tactical execution, stepping in to guide teams when needed
• Global Team Experience: Experience working with offshore teams (Filipino experience highly valued)
• Cybersecurity & Compliance Awareness: Familiarity with security best practices, identity management, and compliance frameworks

How You’ll Be Measured

• Revenue & Profitability – Ensuring service delivery contributes to business growth while operating efficiently
• Talent Development – Strengthening our leadership bench and maturing our management layer
• Customer Satisfaction – Improving NPS and client retention through enhanced service delivery
• Operational Excellence – Continuously refining processes and execution to maintain our market leadership

Why Join Us?

• Leadership Without Limits – Take full ownership of a high-performing service organization and continue scaling it
• Industry Dominance – Work with a company that is already the leader in cybersecurity for accountants and is now evolving for the future
• Global Growth Pathway – Be part of an organization that is growing globally while maintaining autonomy in the APAC market
• International Exposure – Travel internationally twice per year to engage with global teams and leadership
• Hybrid Work Model – 2 days WFH, 6 AM–3 PM schedule for work-life balance
• Executive Access & Influence – Work closely with the CEO, CTO, and Founder to shape strategy and execution

This role is for a seasoned leader ready to build on past success. If you’re seeking a high-impact leadership role with the freedom to innovate and scale a proven business model, apply now.

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