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. /n 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: /n /n

- 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

/n

- Digitise the onboarding experience — a customer-facing self-serve portal is underway to replace a largely manual, ticket-based process

/n

- Own retention, cross-sell and upsell across the company's growth products, for a customer base that's majority month-to-month

/n

- Partner closely with Product to influence roadmap and self-serve onboarding, especially for the high-churn small-customer segment

/n

- Partner with Marketing/Growth on lifecycle and adoption campaigns

/n

- Build the data and usage-metric foundation the business has never had, to understand what drives stickiness and reduce early churn

/n





- Grow the team as the function proves itself — this isn't a "manage what exists" role, it's a build

/n What You'll Be Measured On/n /n

- Reducing early-stage churn in the self-serve segment (currently running high single-to-low double-digit % monthly in the first 3 months)

/n

- Lifting overall logo retention, which is currently pulled down significantly by the self-serve segment relative to larger accounts

/n

- Sustaining/improving strong Net Revenue Retention and Gross Revenue Retention

/n

- Adoption and retention of the company's expansion products post-sale

/n

- Standing up the team, process and reporting infrastructure this function currently lacks

/n Compensation/n /n

- $180K–$220K base (flexibility to $250K OTE for the right candidate), plus a commission component tied to retention and time-to-value metrics

/n

- 12 weeks parental leave, wellbeing leave days, birthday leave, plus other perks/discounts

/n

- No private health insurance

/n What We're Looking For/n /n

- 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

/n

- Highly numerate and data-driven; comfortable owning retention and time-to-value metrics directly

/n

- Strong point of view on AI adoption and using it to drive product stickiness

/n

- A hands-on builder, not a delegator — the current team isn't yet at a level to hand things off to

/n

- High energy, "always wired to execute" — this is a fast-moving, high-ownership environment

/n

- Comfortable operating at peer level with Product, Sales, and Growth leadership

/n Interview Process/n /n

- Initial 20–30 min culture-fit conversation

/n

- Technical round / case study on CS strategy, metrics and retention approach

/n

- Final rounds with HR and the CEO (a board conversation may be added for finalists)

/n

📌 Head of Customer Success (Sydney)
🏢 Bluebird Recruitment
📍 Sydney