Head of Customer Success — Build Retention & Growth (SaaS)

Centorrino Technologies Pty Ltd.; Sydney; On-site; AUD 180,000 - 250,000; Full time

Benefits offered by this job

Parental leave 12 weeks

Wellbeing leave

Birthday leave

Discounts

Job summary

Centorrino Technologies Pty Ltd. in Sydney is seeking a Head of Customer Success to build and lead the post-sale function for an allied health SaaS platform.

You will own onboarding, retention, and expansion, direct a growing team, and collaborate with Product to shape the roadmap while expanding self-serve onboarding. The role emphasizes data-driven management, AI-driven stickiness, and working closely with Product, Sales, and Growth leadership in a fast-growing environment.

Qualifications

• Built a CS function from the ground up in a SaaS environment.
• Numerate and data-driven; owns retention and time-to-value metrics.
• Strong point of view on AI adoption to drive product stickiness.
• Hands-on builder; not a delegator.
• High energy and execution‑oriented in a fast-paced setting.
• Able to operate at peer level with Product, Sales and Growth leadership.

Responsibilities

• Rebuild and lead the onboarding/support team (8+ staff plus offshore) to shorten time-to-value.
• Digitise onboarding with a self-serve portal replacing manual ticket processes.
• Own retention, cross-sell and upsell across growth products for a month-to-month base.
• Partner with Product to influence roadmap and self-serve onboarding for high-churn segments.
• Collaborate with Marketing/Growth on lifecycle and adoption campaigns.
• Build data and usage-metric foundations to reduce early churn.
• Grow the CS function as the business scales.

Skills

Customer Success

Data-driven

Retention metrics

AI adoption

Cross-functional leadership

Job description

Centorrino Technologies Pty Ltd. in Sydney is seeking a Head of Customer Success to build and lead the post-sale function for an allied health SaaS platform.

You will own onboarding, retention, and expansion, direct a growing team, and collaborate with Product to shape the roadmap while expanding self-serve onboarding. The role emphasizes data-driven management, AI-driven stickiness, and working closely with Product, Sales, and Growth leadership in a fast-growing environment.