Education Tech Customer Success Leader | Flexible Schedules

Everway Group; Sydney; Hybrid; AUD 180,000 - 220,000; Full time

Benefits offered by this job

12 weeks parental leave

Wellbeing leave days

Birthday leave

Other perks/discounts

No private health insurance

Job summary

Everway Group in Sydney is hiring head of Customer Success to own the entire post‑sale journey for allied health SaaS. You will rebuild the onboarding/support team (eight staff plus offshore) and digitise the process with a self‑serve portal, while owning retention and expansion across growth products.

You will collaborate with Product to shape the roadmap and work with Marketing/Growth on lifecycle campaigns, building metrics to reduce early churn and improve long‑term revenue retention.

Qualifications

• Has built a Customer Success function from the ground up at a Series A–stage SaaS.
• Strong numeracy and data-driven mindset focused on retention and time-to-value.
• Experience with AI adoption to drive product stickiness.

Responsibilities

• Rebuild and lead onboarding/support team (8 people) plus offshore growth.
• Digitise onboarding with a self-serve portal to replace manual processes.
• Own retention, cross-sell and upsell across growth products.
• Partner with Product to influence roadmap and onboarding for high-churn segments.
• Collaborate with Marketing/Growth on lifecycle and adoption campaigns.
• Build data and usage metrics to understand drivers of stickiness and churn.
• Grow the CS team as the function proves itself.

Job description

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

• $180 K–$220 K base (flexibility to $250 K 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

Interview Process

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