Head of Customer Success

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

Founding Head of Customer Success | AI Healthtech

A rapidly growing AI healthtech startup building technology that gives healthcare professionals more time to focus on their patients.

About the company

The company has strong foundations, an established Customer Success and Support team, and a product customers genuinely love. As the business expands beyond its core AI Scribe product, Customer Success will be a key pillar in the organisation’s continued growth and success.

The opportunity

This is a founding leadership role with the opportunity to set, own and continually improve the Customer Success strategy as the business enters its next stage of growth.

This isn’t about fixing a broken function. You’ll inherit a strong team and solid foundations, then define what world-class Customer Success looks like across onboarding, adoption, retention and expansion.

You’ll have the freedom to build the strategy, systems and operating model required to support a rapidly growing customer base and an expanding suite of products.

What you’ll be doing

• Lead and develop the Customer Success and Support organisation
• Set and continually improve the company’s Customer Success strategy
• Establish Customer Success 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 customer 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

What we’re looking for

The most important thing is that you’ve already helped scale a Customer Success function within a high-growth SaaS or technology company.

Ideally, you’ll bring:

• Proven experience leading and scaling Customer Success teams
• Experience operating through a similar startup-to-scale-up journey
• A strong track record across retention, adoption and expansion
• A highly commercial and data-driven approach
• Experience building systems and playbooks, rather than simply inheriting them
• Strong people leadership and a track record of improving team performance
• The ability to move between strategy and hands-on execution
• Comfort operating in a fast-moving, high-accountability environment
• Experience in vertical, SMB or mid-market SaaS

Healthcare experience is helpful but not essential. What matters most is that you’ve genuinely helped build and scale an exceptional Customer Success organisation.

This is a rare opportunity to take on a founding Customer Success leadership role without starting from zero.

You’ll inherit a strong team, happy customers and solid foundations, while having the ownership to shape the strategy, systems and customer experience for the company’s next stage of growth.

Customer Success will sit at the heart of the organisation, directly influencing the product, commercial strategy and long-term success of the business.