Head of Customer

splose; Waverley Council; On-site; AUD 180,000 - 260,000; Full time

Job summary

splose is seeking a Head of Customer to own the post-sale journey from onboarding through renewal and expansion. You will lead Customer Experience and Customer Success across ANZ and the UK, reporting to the CFO.

This is a true leadership role shaping product direction, commercial strategy and customer outcomes while building scalable teams, playbooks and a revenue-focused culture. You'll drive GRR and NRR, design scalable onboarding, establish customer health frameworks, and partner with

Qualifications

• 7+ years in Customer Success or similar leadership roles.
• Experience leading post-sale functions (CS, Support and Implementation).
• Proven track record in SaaS with retention/expansion improvement.
• Ability to scale teams, processes and systems.

Responsibilities

• Own onboarding, implementation and migrations end to end, building a high-performing team.
• Design scalable onboarding programs to drive faster time to value across segments.
• Set strategic direction for customer support and differentiate service as we scale.
• Build systems, tooling and career paths to scale support without sacrificing quality.
• Own GRR and NRR as primary commercial metrics and oversee outcomes.
• Develop customer health scoring and proactive risk management playbooks.
• Lead renewal and expansion strategy, including pricing conversations and handovers with Sales.
• Foster customer advocacy and referrals to generate pipeline.
• Coach and develop a high-performing team and grow future leaders.
• Collaborate with Product, Engineering, Sales and Revenue Ops to align roadmaps with customer insights.

Skills

Customer Success Leadership

Team Building

Revenue Retention

Cross-functional Collaboration

Data-driven Decision Making

Stakeholder Management

Tools

Intercom

AI-powered Chatbots

CRM Systems

Analytics Tools

Job description

About Us

splose is the AI-powered practice management platform powering better health care. Trusted by over 25,000+ Allied Health professionals around the world, splose is purpose-built to free clinicians from admin and let them focus on what matters most - helping people. Backed by leading VC funds EVP, Spectrum Equity, and Athletic Ventures we have recently announced a record-breaking $46M Series A raise - the largest Series A of any South Australian SaaS company ever. We’re growing fast and investing in our product, our people, and our global growth.

About You

At splose, the Head of Customer owns the entire post-sale journey, from the moment a contract is signed through to renewal and expansion. You'll lead our Customer Experience and Customer Success teams across ANZ and the UK, reporting directly to the CFO. This is a genuine seat at the leadership table: you'll be the executive voice of the customer, shaping product direction, commercial strategy and company priorities through the lens of customer outcomes. You'll build the systems, teams and playbooks that let splose scale without losing what makes our customer experience exceptional, while owning gross and net revenue retention as core commercial metrics.

What You'll Do

• Own onboarding, implementation and migrations end to end, building a high-performing team that gets customers from signed contract to confident product use quickly and smoothly
• Design and continuously improve scalable onboarding programs that drive faster time to value across all customer segments
• Set the strategic direction for customer support, ensuring it operates as a genuine competitive differentiator as splose scales
• Build the systems, tooling and career pathways that let support scale without losing quality, and establish feedback loops that turn support into a source of product and commercial intelligence
• Own gross revenue retention (GRR) and net revenue retention (NRR) as primary commercial metrics, setting strategy and holding the function accountable to outcomes
• Build the customer health scoring and risk identification framework, and the proactive playbooks that protect revenue before it's lost
• Design the scalable success motion for SMB customers, balancing personalisation with the realities of high-volume, lower-touch accounts
• Own the renewal and expansion strategy, including commercial playbooks, pricing conversations and the handover model with Sales
• Build customer advocacy and referral programs that generate pipeline and deepen trust in market
• Lead, coach and develop a high-performing team, with a deliberate focus on growing the next generation of leaders within the function
• Partner closely with Product, Engineering, Sales and Revenue Operations to ensure customer insight shapes the roadmap and commercial forecasting

What You'll Bring

• 7+ years in Customer Success, Account Management or Customer Operations leadership roles
• Experience leading multiple post-sale functions, such as Customer Success, Support and Implementation
• A track record in high-growth SaaS businesses of improving retention and expansion metrics
• Experience building and scaling teams, processes and systems
• Strong commercial acumen with direct ownership of revenue-related outcomes
• A data-driven approach to decision making
• Strong systems-thinking capability, with the ability to identify root causes and implement scalable solutions
• Excellent communication and relationship-building skills across customers and internal teams
• The ability to influence and collaborate across Sales, Product, Engineering and Finance
• Comfort operating in a fast-paced, dynamic environment with shifting priorities

Good To Have

• Experience in SMB SaaS environments with a hybrid product-led and sales-led growth motion
• Experience managing customer migrations, implementations and data imports
• Experience administering Intercom, including workflow design, routing, automation and reporting
• Experience managing AI-powered support tools, including chatbot governance and performance optimisation
• Experience leading teams through rapid scale
• Healthcare, allied health or practice management software experience

Next Steps

Only shortlisted candidates will be contacted for an initial screening call by our internal TA team.

Equal Opportunity Employer

splose is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need support and adjustments in participating in this process, please let us know!

• We are not accepting recruitment agency submissions for this role.