Head of Customer Success

Medow Health; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Medow Health is seeking a Head of Customer Success to lead the next stage of our customer organisation. We support over 1,000 specialist clinics across Australia and New Zealand and are scaling toward $10M ARR, expanding from AI Scribe to a broader suite of AI products for specialist practices.

This role will own the entire post-sale journey. Reporting to the CEO, you will own onboarding, adoption, retention, expansion, support and multi-product CS, working closely with Product, Sales and

Qualifications

• Experience scaling a Customer Success function in a high-growth SaaS or tech company.
• Proven leadership of CS teams through scale-up stages.
• Strong commercial focus and data-driven approach to CS.

Responsibilities

• Lead and develop the Customer Success and Support organisation.
• Improve onboarding and reduce time-to-value for new customers.
• Drive product adoption, retention and expansion; build scalable models.

Skills

Scale CS function

Leadership

Data-driven

SaaS

Job description

Medow is looking for a Head of Customer Success to lead the next stage of our customer organisation.

We now support more than 1,000 specialist clinics across Australia and New Zealand, and as we enter our next phase of growth — scaling toward $10M ARR and expanding from our AI Scribe into a broader suite of AI products for specialist practices — we’re looking for a senior leader to own the entire post-sale customer journey.

This role reports directly to the CEO and will own onboarding, adoption, retention, expansion, support and multi-product customer success.

The opportunity

• This is not about fixing a broken function.
• We have a strong existing Customer Success and Support team, solid foundations and customers who genuinely love the product.
• The opportunity is to take what already exists and build a world-class, scalable Customer Success function for the next stage of Medow.

You’ll be responsible for:

• Leading and developing our Customer Success and Support organisation
• Improving onboarding and reducing time-to-value for new customers
• Driving product adoption, retention and expansion
• Building a scalable customer segmentation and engagement model
• Developing health scores, reporting and leading indicators of churn and expansion
• Creating the playbooks, systems and operating rhythms needed as we scale
• Building a strong multi-product customer strategy as Medow expands beyond AI Scribe
• Working closely with Product, Sales and Engineering to bring customer insight directly into company decisions
• Staying close to customers and jumping into execution when required

Who we’re looking for

• The most important thing for us is that you have already helped scale a Customer Success function inside a high-growth SaaS or technology company.

You’ll ideally have:

• Proven experience leading and scaling Customer Success teams
• Experience operating through a similar startup → scale-up stage
• A strong track record across retention, adoption and expansion
• A highly commercial and data-driven approach to Customer Success
• Experience building systems and playbooks, not simply inheriting them
• Strong people leadership and a track record of lifting team performance
• The ability to operate strategically while remaining highly hands-on
• Comfort working in a fast-moving, high-accountability environment
• Experience in vertical SaaS, SMB or mid-market SaaS
• Healthcare experience is useful, but not essential. We care much more about whether you have genuinely scaled a great CS organisation before.

Why Medow:

• We’re building an AI-native platform designed specifically for specialist healthcare.
• Our AI Scribe is already used across more than 1,000 clinics, and we’re now expanding into products such as Medow AI Front Desk, helping practices automate increasingly large parts of their operations.

For the right person, this is an opportunity to:

• Own a major company function
• Build the CS organisation for our next stage of scale
• Work directly with the founders and leadership team
• Help shape how thousands of healthcare practices adopt AI
• Join a company at the point where strong foundations are turning into meaningful scale

We’re looking for someone who wants to be on the front lines of that journey.