Medow is looking for a Head of Customer Success to lead the next stage of our customer organisation.

We now support more than 1,000 specialist clinics across Australia and New Zealand , and as we enter our next phase of growth — scaling toward $10M ARR and expanding from our AI Scribe into a broader suite of AI products for specialist practices — we’re looking for a senior leader to own the entire post-sale customer journey.

This role reports directly to the CEO and will own onboarding, adoption, retention, expansion, support and multi-product customer success .

The opportunity

- This is not about fixing a broken function.
- We have a strong existing Customer Success and Support team, solid foundations and customers who genuinely love the product.
- The opportunity is to take what already exists and build a world-class, scalable Customer Success function for the next stage of Medow.

You’ll be responsible for:

- Leading and developing our Customer Success and Support organisation
- Improving onboarding and reducing time-to-value for new customers
- Driving product adoption, retention and expansion
- Building a scalable customer segmentation and engagement model
- Developing health scores, reporting and leading indicators of churn and expansion
- Creating the playbooks, systems and operating rhythms needed as we scale
- Building a strong multi-product customer strategy as Medow expands beyond AI Scribe
- Working closely with Product, Sales and Engineering to bring customer insight directly into company decisions
- Staying close to customers and jumping into execution when required

Who we’re looking for





- The most important thing for us is that you have already helped scale a Customer Success function inside a high-growth SaaS or technology company .

You’ll ideally have:

- Proven experience leading and scaling Customer Success teams
- Experience operating through a similar startup → scale-up stage
- A strong track record across retention, adoption and expansion
- A highly commercial and data-driven approach to Customer Success
- Experience building systems and playbooks, not simply inheriting them
- Strong people leadership and a track record of lifting team performance
- The ability to operate strategically while remaining highly hands-on
- Comfort working in a quick-moving, high-accountability environment
- Experience in vertical SaaS, SMB or mid-market SaaS
- Healthcare experience is useful, but not essential . We care much more about whether you have genuinely scaled a great CS organisation before.

Why Medow:

- We’re building an AI-native platform designed specifically for specialist healthcare.
- Our AI Scribe is already used across more than 1,000 clinics, and we’re now expanding into products such as Medow AI Front Desk , helping practices automate increasingly large parts of their operations.

For the right person, this is an opportunity to:

- Own a major company function
- Build the CS organisation for our next stage of scale
- Work directly with the founders and leadership team
- Help shape how thousands of healthcare practices adopt AI
- Join a company at the point where strong foundations are turning into meaningful scale

We’re looking for someone who wants to be on the front lines of that journey.

📌 Head of Customer Success (Sydney)
🏢 Medow Health
📍 Sydney