Founding Customer Success Leader - AI Healthtech

Choice Ventures; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Choice Ventures is seeking a founding Head of Customer Success to shape the strategy for a fast-growing AI healthtech SaaS. You’ll inherit a strong team and building blocks, and will define onboarding, adoption, retention and expansion across multiple products.

You will lead and develop the CS and Support organisation, establish processes and health metrics, and partner with Product, Sales and Engineering to embed customer insights in decision-making.

Qualifications

• Experience scaling a Customer Success function in a high-growth SaaS/tech company.
• Strong commercial and data-driven approach to CS leadership.
• Ability to build systems and playbooks rather than inherit them.
• Proven people leadership and track record of improving team performance.

Responsibilities

• Lead and develop the Customer Success and Support organisation.
• Set and continually improve the company’s CS strategy.
• Establish CS as a key pillar of the organisation.
• Improve onboarding and reduce time-to-value for new customers.
• Drive product adoption, retention and expansion.
• Build scalable customer segmentation and engagement models.
• Develop health scores, reporting and leading indicators of churn and expansion.
• Create the systems, playbooks and operating rhythms needed to scale.
• Build a multi-product CS strategy as the company expands beyond AI Scribe.
• Bring customer insights directly into Product, Sales and Engineering decisions.
• Stay close to customers and jump into execution when required.

Skills

Leadership

Scaling CS

Data-driven

Strategic planning

Cross-functional collaboration

Job description

Choice Ventures is seeking a founding Head of Customer Success to shape the strategy for a fast-growing AI healthtech SaaS. You’ll inherit a strong team and building blocks, and will define onboarding, adoption, retention and expansion across multiple products.

You will lead and develop the CS and Support organisation, establish processes and health metrics, and partner with Product, Sales and Engineering to embed customer insights in decision-making.