Job Description

Head of Customer Success - Allied Health SaaS Scale-Up n

Sydney 3 days in-office Reports to the CFO (who runs Sales & Customer Success)

About the Company n

Our client is a fast-growing Australian SaaS company building practice management software for allied health providers, used by thousands of practices and tens of thousands of users nationally. They raised a landmark, oversized Series A round off the strength of the product alone - with almost no formal go-to-market motion behind it until now. The business is scaling quickly, expanding into recent revenue lines (in-platform payments and an AI clinical documentation product), and opening a UK market alongside its Australian base.

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This is a build-from-zero opportunity: there is currently no dedicated Customer Success function. The existing post-sale team has never owned retention, expansion, or account management - that gap is entirely this role's to build.

The Role n

You'll own the end-to-end post-sale customer journey for the first time in the company's history:

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- Rebuild and lead the existing 8-person onboarding/support team (plus a growing offshore team), reducing time-to-value from today's 2 weeks-3 months
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- Digitise the onboarding experience - a customer-facing self-serve portal is underway to replace a largely manual, ticket-based process
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- Own retention, cross-sell and upsell across the company's growth products, for a customer base that's majority month-to-month
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- Partner closely with Product to influence roadmap and self-serve onboarding, especially for the high-churn small-customer segment
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- Partner with Marketing/Growth on lifecycle and adoption campaigns
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- Build the data and usage-metric foundation the business has never had, to understand what drives stickiness and reduce early churn
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- Grow the team as the function proves itself - this isn't a "manage what exists" role, it's a build
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What You'll Be Measured On nn
- Reducing early-stage churn in the self-serve segment (currently running high single-to-low double-digit % monthly in the first 3 months)
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- Lifting overall logo retention, which is currently pulled down significantly by the self-serve segment relative to larger accounts
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- Sustaining/improving strong Net Revenue Retention and Gross Revenue Retention
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- Adoption and retention of the company's expansion products post-sale
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- Standing up the team, process and reporting infrastructure this function currently lacks
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Compensation nn
- $180K-$220K base (flexibility to $250K OTE for the right candidate), plus a commission component tied to retention and time-to-value metrics
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- 12 weeks parental leave, wellbeing leave days, birthday leave, plus other perks/discounts
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- No private health insurance
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What We're Looking For nn
- Has genuinely built a Customer Success function from the ground up - ideally at a Series A-stage SaaS scale-up - not just managed an existing one
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- Highly numerate and data-driven; comfortable owning retention and time-to-value metrics directly
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- Strong point of view on AI adoption and using it to drive product stickiness
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- A hands-on builder, not a delegator - the current team isn't yet at a level to hand things off to
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- High energy, "always wired to execute" - this is a fast-moving, high-ownership environment
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- Comfortable operating at peer level with Product, Sales, and Growth leadership
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Interview Process nn
1. Initial 20-30 min culture-fit conversation
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2. Technical round / case study on CS strategy, metrics and retention approach
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3. Final rounds with HR and the CEO (a board conversation may be added for finalists)
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📌 Head of Customer Success (New South Wales)
🏢 Bluebird Recruitment
📍 New South Wales