Job Description
Founding Head of Customer Success | AI Healthtech n
A rapidly growing AI healthtech startup building technology that gives healthcare professionals more time to focus on their patients.
About the company n
The company has solid foundations, an established Customer Success and Support team, and a product customers genuinely love. As the business expands beyond its core AI Scribe product, Customer Success will be a
key pillar in the organisation's continued growth and success
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The opportunity n
This is a
founding leadership role
with the opportunity to set, own and continually improve the Customer Success strategy as the business enters its next stage of growth.
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This isn't about fixing a broken function. You'll inherit a strong team and solid foundations, then define what world-class Customer Success looks like across onboarding, adoption, retention and expansion.
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You'll have the freedom to build the strategy, systems and operating model required to support a rapidly growing customer base and an expanding suite of products.
What you'll be doing n
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Lead and develop the Customer Success and Support organisation
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Set and continually improve the company's Customer Success strategy
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Establish Customer Success as a key pillar of the organisation
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Improve onboarding and reduce time-to-value for new customers
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Drive product adoption, retention and expansion
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Build scalable customer segmentation and engagement models
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Develop health scores, reporting and leading indicators of churn and expansion
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Create the systems, playbooks and operating rhythms needed to scale
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Build a multi-product customer strategy as the company expands beyond AI Scribe
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Bring customer insights directly into Product, Sales and Engineering decisions
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Stay close to customers and jump into execution when required
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What we're looking for n
The most important thing is that you've
already helped scale a Customer Success function within a high-growth SaaS or technology company
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Ideally, you'll bring:
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Proven experience leading and scaling Customer Success teams
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Experience operating through a similar startup-to-scale-up journey
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A strong track record across retention, adoption and expansion
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A highly commercial and data-driven approach
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Experience building systems and playbooks, rather than simply inheriting them
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Strong people leadership and a track record of improving team performance
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The ability to move between strategy and hands-on execution
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Comfort operating in a fast-moving, high-accountability environment
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Experience in vertical, SMB or mid-market SaaS
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Healthcare experience is helpful but not essential. What matters most is that you've genuinely helped build and scale an exceptional Customer Success organisation.
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This is a rare opportunity to take on a
founding Customer Success leadership role
without starting from zero.
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You'll inherit a strong team, happy customers and solid foundations, while having the ownership to shape the strategy, systems and customer experience for the company's next stage of growth.
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Customer Success will sit at the heart of the organisation, directly influencing the product, commercial strategy and long-term success of the business.
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📌 Head Of Customer Success (New South Wales)
🏢 Choice Ventures
📍 New South Wales