How you’ll make an impact

As Team Lead, Customer Growth, you will lead a multidisciplinary customer-facing team to maximise customer adoption, retention and growth within the existing customer base. Through effective coaching, performance management and coordination of customer activity, you will help the team identify opportunities to increase customer value, strengthen long-term relationships and support sustainable commercial growth.

You will use customer insight, operational data and performance measures to remove barriers, improve execution and ensure customers achieve successful outcomes from their investment in HS1 solutions.

What you'll do

· Lead day-to-day delivery across Customer Success, Internal Sales and Product Specialist activity, translating agreed customer-growth priorities into clear team plans, ownership and coordinated customer actions.

· Manage the team’s performance against agreed retention, adoption, expansion and customer-experience measures, using customer and operational data to prioritise activity and address performance gaps.

· Coordinate regular reviews of customer health, product adoption, retention risks and growth opportunities, ensuring actions have clear ownership and are progressed within agreed timescales.

· Coach the team to identify and qualify customer-growth opportunities based on customer need, product usage and value achieved, ensuring opportunities are progressed or handed to Sales through agreed processes.

· Act as the first leadership escalation point for customer and commercial issues, resolving matters within delegated authority and escalating exceptions with clear evidence, business impact and recommendations.

· Maintain consistent team use of CRM and customer-management tools, ensuring customer activity, risks, opportunities,



decisions and agreed actions are accurate, complete and up to date.

· Lead and develop a high-performing team, engaging and inspiring your team to reach and exceed all set targets and KPIs.

· Coach team members in customer engagement, product adoption, opportunity identification and other relevant best practices, fostering a culture of continuous development.

· Ensure all team members have clear, up-to-date Individual Development Plans (IDPs), and receive regular performance reviews and meaningful 1:1 conversations to support growth, engagement and accountability.

· Maintain a trusting, collaborative environment, enabling the team to thrive and work effectively across different customer-facing disciplines.

· Lead the recruitment efforts for your team, identifying and hiring top talent.

· Promote an inclusive and diverse culture, in line with the Henry Schein One values.

What you’ll bring with you

· Experience leading, coaching or coordinating a customer-facing team, with evidence of improving team capability, accountability and performance.

· Experience in Customer Success, account management, internal sales, product enablement or another customer-focused commercial environment.

· A track record of contributing to measurable customer retention, product adoption, satisfaction or expansion outcomes.

· Strong commercial judgement,



with the ability to connect customer needs and value realisation to appropriate retention and growth opportunities.

· Experience using CRM, customer health, product usage, pipeline or performance information to identify risks, prioritise activity and improve team execution.

· The ability to coach people performing different but connected roles, creating shared priorities while recognising the specialist contribution of each discipline.

· Confident stakeholder and relationship management skills, with the ability to coordinate activity and resolve day-to-day dependencies across Sales, Product, Onboarding and Support.

· Clear communication, sound problem-solving and calm decision-making, with the judgement to act within delegated authority and escalate exceptions appropriately.

· A collaborative, inclusive and improvement-focused leadership style, with a commitment to feedback, learning and developing others.

Diversity at Henry Schein One

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.

Our Shared Values

Everyone at Henry Schein One is encouraged to live and demonstrate our core values:

· Working as one

· Making it easy

· Caring about care

· Making it happen

📌 Team Lead, Customer Growth (South Yarra)
🏢 Henry Schein One
📍 South Yarra