12 paid flexi days a year, one every month, plus hybrid working

Newly created role, build the Customer Success function from the ground up

Clear path from standalone to leading the team within 12 months

PE-backed SaaS in a rapid growth phase, with no direct competitor

Service-led, values-driven culture that people genuinely feel

The company you'll join

They're an Australian SaaS company whose platform sits at the centre of how large organisations manage safety, compliance, emergency planning and site-specific training across their buildings.

Their software is used every day across healthcare, aged care, government, universities, retail and facilities management, sectors where compliance is not optional and getting it right genuinely protects people.

The product is well ahead of the market, with no direct like-for-like competitor, and it tends to sell on the strength of the problem it solves rather than on price.

Backed by a private equity growth fund, they're in a rapid scale-up phase and are one of the strongest performers in their investor's portfolio.

A major current platform is launching this year that expands what they can offer existing customers, opening up real expansion and upsell potential across the base.

Culture is the thing people mention first. It's service-led, close-knit and genuinely values-driven, the kind of place that hires and holds people to its values rather than just printing them on a wall.

They back that up with real flexibility, including hybrid working and a paid flexi day every month.

They're Brisbane based, with a new office opening in 2026, and they're building out their commercial team carefully as they grow.

With the sales engine now taking shape, they're ready to invest properly in keeping and growing the customers they already have, which is where this role comes in.





The impact you'll make

This is a newly created, standalone role, and the first dedicated Customer Success hire in the business. You'll own Customer Success from the ground up.

There's no existing playbook to inherit, so you'll design it: onboarding, account health scoring, renewal and expansion cadences, QBRs and the day to day rhythms that keep customers succeeding.

Alongside building the function, you'll personally manage a portfolio of key and strategic accounts, owning their onboarding, health, retention and growth.

You'll carry real commercial accountability for the existing base, driving renewals, upgrades and expansion revenue while keeping churn low.

You'll be the voice of the customer inside the business, feeding what you learn back to Product, Sales and Marketing.

Within around 12 months, as the function matures, this role grows into a leadership one, with responsibility for building and leading the Customer Success, Account Management and Channel Partner teams.

You'll report directly to the Chief Growth Officer and work on a hybrid basis from Brisbane, with time in the office early on to embed and build the team.

The experience you'll bring

Solid Customer Success experience in a SaaS or technology business, though a strong candidate from an adjacent background will be considered.

A track record of building or shaping how Customer Success is done, whether that's onboarding, health scoring, SOPs or the cadences behind retention. You like creating structure where none exists.

Culturally, you're service-led, humble and genuinely team-first. You build trust quickly, stay calm through change, and you're the opposite of an ego-driven lone operator.

On offer is a competitive base salary plus incentives tied to retention and growth, hybrid flexibility, and a clear path into leadership. Interviewing now!

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📌 Customer Sucess Lead - SaaS (Brisbane City)
🏢 ReillyScott
📍 Brisbane City