Head of Customer Success

Job Description

Head of Customer Success — Allied Health SaaS Scale-Up \n

Sydney · 3 days in-office · Reports to the CFO (who runs Sales & Customer Success)

About the Company \n

Our client is a fast-growing Australian SaaS company building practice management software for allied health providers, used by thousands of practices and tens of thousands of users nationally. They raised a landmark, oversized Series A round off the strength of the product alone — with almost no formal go-to-market motion behind it until now. The business is scaling quickly, expanding into new revenue lines (in-platform payments and an AI clinical documentation product), and opening a UK market alongside its Australian base.

\n

This is a build-from-zero opportunity: there is currently no dedicated Customer Success function. The existing post-sale team has never owned retention, expansion, or account management — that gap is entirely this role's to build.

The Role \n

You'll own the end-to-end post-sale customer journey for the first time in the company's history:

\n

\n
• Rebuild and lead the existing 8-person onboarding/support team (plus a growing offshore team), reducing time-to-value from today's 2 weeks–3 months
\n
• Digitise the onboarding experience — a customer-facing self-serve portal is underway to replace a largely manual, ticket-based process
\n
• Own retention, cross-sell and upsell across the company's growth products, for a customer base that's majority month-to-month
\n
• Partner closely with Product to influence roadmap and self-serve onboarding, especially for the high-churn small-customer segment
\n
• Partner with Marketing/Growth on lifecycle and adoption campaigns
\n
• Build the data and usage-metric foundation the business has never had, to understand what drives stickiness and reduce early churn
\n
• Grow the team as the function proves itself — this isn't a "manage what exists" role, it's a build
\n

What You'll Be Measured On \n

\n
• Reducing early-stage churn in the self-serve segment (currently running high single-to-low double-digit % monthly in the first 3 months)
\n
• Lifting overall logo retention, which is currently pulled down significantly by the self-serve segment relative to larger accounts
\n
• Sustaining/improving strong Net Revenue Retention and Gross Revenue Retention
\n
• Adoption and retention of the company's expansion products post-sale
\n
• Standing up the team, process and reporting infrastructure this function currently lacks
\n

Compensation \n

\n
• $180K–$220K base (flexibility to $250K OTE for the right candidate), plus a commission component tied to retention and time-to-value metrics
\n
• 12 weeks parental leave, wellbeing leave days, birthday leave, plus other perks/discounts
\n
• No private health insurance
\n

What We're Looking For \n

\n
• Has genuinely built a Customer Success function from the ground up — ideally at a Series A-stage SaaS scale-up — not just managed an existing one
\n
• Highly numerate and data-driven; comfortable owning retention and time-to-value metrics directly
\n
• Strong point of view on AI adoption and using it to drive product stickiness
\n
• A hands-on builder, not a delegator — the current team isn't yet at a level to hand things off to
\n
• High energy, "always wired to execute" — this is a fast-moving, high-ownership environment
\n
• Comfortable operating at peer level with Product, Sales, and Growth leadership
\n

Interview Process \n

\n
1. Initial 20–30 min culture-fit conversation
\n
2. Technical round / case study on CS strategy, metrics and retention approach
\n
3. Final rounds with HR and the CEO (a board conversation may be added for finalists)
\n