Head of Customer Success

About the role

Head of Customer Success — Allied Health SaaS Scale-Up

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

About the Company

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.

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

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

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
Digitise the onboarding experience — a customer-facing self-serve portal is underway to replace a largely manual, ticket-based process
Own retention, cross-sell and upsell across the company's growth products, for a customer base that's majority month-to-month
Partner closely with Product to influence roadmap and self-serve onboarding, especially for the high-churn small-customer segment
Partner with Marketing/Growth on lifecycle and adoption campaigns
Build the data and usage-metric foundation the business has never had, to understand what drives stickiness and reduce early churn
Grow the team as the function proves itself — this isn't a "manage what exists" role, it's a build
What You'll Be Measured On
Reducing early-stage churn in the self-serve segment (currently running high single-to-low double-digit % monthly in the first 3 months)
Lifting overall logo retention, which is currently pulled down significantly by the self-serve segment relative to larger accounts
Sustaining/improving strong Net Revenue Retention and Gross Revenue Retention
Adoption and retention of the company's expansion products post-sale
Standing up the team, process and reporting infrastructure this function currently lacks
Compensation
$180K–$220K base (flexibility to $250K OTE for the right candidate), plus a commission component tied to retention and time-to-value metrics
12 weeks parental leave, wellbeing leave days, birthday leave, plus other perks/discounts
No private health insurance
What We're Looking For
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
Highly numerate and data-driven; comfortable owning retention and time-to-value metrics directly
Strong point of view on AI adoption and using it to drive product stickiness
A hands-on builder, not a delegator — the current team isn't yet at a level to hand things off to
High energy, "always wired to execute" — this is a fast-moving, high-ownership environment
Comfortable operating at peer level with Product, Sales, and Growth leadership