Job Description
12 paid flexi days a year, one every month, plus hybrid working
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Newly created role, build the Customer Success function from the ground up
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Clear path from standalone to leading the team within 12 months
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PE-backed SaaS in a rapid growth phase, with no direct competitor
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Service-led, values-driven culture that people genuinely feel
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The company you'll join
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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.
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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.
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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.
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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.
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A major new platform is launching this year that expands what they can offer existing customers, opening up real expansion and upsell potential across the base.
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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.
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They back that up with real flexibility, including hybrid working and a paid flexi day every month.
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They're Brisbane based, with a recent office opening in ****, and they're building out their commercial team carefully as they grow.
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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.
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The impact you'll make
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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.
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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.
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Alongside building the function, you'll personally manage a portfolio of key and strategic accounts, owning their onboarding, health, retention and growth.
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You'll carry real commercial accountability for the existing base, driving renewals, upgrades and expansion revenue while keeping churn low.
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You'll be the voice of the customer inside the business, feeding what you learn back to Product, Sales and Marketing.
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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.
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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.
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The experience you'll bring
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Solid Customer Success experience in a SaaS or technology business, though a strong candidate from an adjacent background will be considered.
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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.
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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.
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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 (Queensland)
🏢 ReillyScott
📍 Queensland