Founding Head of Customer Success | AI Healthtech
A rapidly growing AI healthtech startup building technology that gives healthcare professionals more time to focus on their patients.
About the company
The company has strong 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 akey pillar in the organisation's continued growth and success.
The opportunity
This is afounding leadership rolewith the opportunity to set, own and continually improve the Customer Success strategy as the business enters its next stage of growth.
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.
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
Lead and develop the Customer Success and Support organisation
Set and continually improve the company's Customer Success strategy
Establish Customer Success as a key pillar of the organisation
Improve onboarding and reduce time-to-value for new customers
Drive product adoption, retention and expansion
Build scalable customer segmentation and engagement models
Develop health scores, reporting and leading indicators of churn and expansion
Create the systems, playbooks and operating rhythms needed to scale




Build a multi-product customer strategy as the company expands beyond AI Scribe
Bring customer insights directly into Product, Sales and Engineering decisions
Stay close to customers and jump into execution when required
What we're looking for
The most important thing is that you'vealready helped scale a Customer Success function within a high-growth SaaS or technology company.
Ideally, you'll bring:
Proven experience leading and scaling Customer Success teams
Experience operating through a similar startup-to-scale-up journey
A strong track record across retention, adoption and expansion
A highly commercial and data-driven approach
Experience building systems and playbooks, rather than simply inheriting them
Strong people leadership and a track record of improving team performance
The ability to move between strategy and hands-on execution
Comfort operating in a fast-moving, high-accountability environment
Experience in vertical, SMB or mid-market SaaS
Healthcare experience is helpful but not essential.
What matters most is that you've genuinely helped build and scale an exceptional Customer Success organisation.
This is a rare opportunity to take on afounding Customer Success leadership rolewithout starting from zero.
You'll inherit a robust 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.
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