Head of Customer Success
Core
Build a Customer Success function from zero to own the end-to-end post-sale journey, retention, and expansion for an Australian SaaS practice management platform.
Role type
Head of Customer Success (Build-from-zero)
Builds
Customer Success function, self-serve onboarding portal, data/usage-metric foundation, and team infrastructure.
Domain
SaaS / Allied Health Practice Management
Required skills
Building CS functions from scratch, data-driven retention strategy, time-to-value optimization, cross-sell/upsell execution, product partnership, team building, metric foundation creation
Preferred skills
AI adoption strategy, Series A scale-up experience, hands-on builder mindset
Technologies
Self-serve portals, usage-metric systems
Responsibilities
Rebuild and lead the onboarding/support team, digitize the onboarding experience, own retention and revenue retention metrics, partner with Product on roadmap and self-serve, build data foundations for churn analysis, grow the CS team
Seniority
Director/VP level, hands-on builder
