Head of Customer Success

Talent Forge Group; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Talent Forge Group is seeking a Head of Customer Success to lead the CS and Support teams in a hybrid Sydney setting. You will own onboarding, adoption, retention and expansion strategies while shaping health metrics and playbooks for scale.

You will partner with Product, Sales and Engineering to drive growth, improve retention, and reduce churn, balancing strategic direction with hands-on leadership in a rapidly scaling AI SaaS business.

Qualifications

• Head of CS experience in a startup/scale-up SaaS environment
• Proven track record managing a CS team of 5+
• Strong leadership with high-performing teams

Responsibilities

• Lead and develop the Customer Success & Support teams
• Own onboarding, adoption, retention and expansion
• Build scalable segmentation, engagement and customer health frameworks
• Introduce the playbooks, processes and reporting needed for scale
• Develop the customer strategy as the product portfolio expands
• Partner closely with Product, Sales and Engineering
• Balance strategic leadership with a hands-on approach

Skills

Head of CS

CS team 5+

Leadership

Growth & churn reduction

Job description

Sydney, Hybrid

The opportunity:

We're partnered with a fast-growing, AI-native SaaS business that is transforming how specialist healthcare practices operate.

This is of the most exciting Head of CS roles on the market, they are growing 300% YoY, fresh VC backing, and are now moving into serious scale-up mode across product, team and global reach.

The role:

• Lead and develop the Customer Success & Support teams
• Own onboarding, adoption, retention and expansion
• Build scalable segmentation, engagement and customer health frameworks
• Introduce the playbooks, processes and reporting needed for scale
• Develop the customer strategy as the product portfolio expands
• Partner closely with Product, Sales and Engineering
• Balance strategic leadership with a hands-on approach

Who we're looking for:

• Head of CS experience in a startup/scale-up SaaS environment
• Track record managing a CS team of 5+
• Strong leader who's built and driven high-performing teams
• Proven results on growth and churn reduction

This is a genuine opportunity to own a major function, work closely with the founders and leadership team, and shape CS strategy within a rapidly scaling AI business.