Medow is looking for a Head of Customer Success to lead the next stage of our customer organisation.
We now support more than 1,000 specialist clinics across Australia and New Zealand, and as we enter our next phase of growth — scaling toward $10M ARR and expanding from our AI Scribe into a broader suite of AI products for specialist practices — we're looking for a senior leader to own the entire post-sale customer journey.
This role reports directly to the CEO and will own onboarding, adoption, retention, expansion, support and multi-product customer success.
The opportunity
This is not about fixing a broken function.
We have a robust existing Customer Success and Support team, solid foundations and customers who genuinely love the product.
The opportunity is to take what already exists and build a world-class, scalable Customer Success function for the next stage of Medow.
You'll be responsible for:
Leading and developing our Customer Success and Support organisation
Improving onboarding and reducing time-to-value for new customers
Driving product adoption, retention and expansion
Building a scalable customer segmentation and engagement model
Developing health scores, reporting and leading indicators of churn and expansion
Creating the playbooks, systems and operating rhythms needed as we scale
Building a strong multi-product customer strategy as Medow expands beyond AI Scribe
Working closely with Product, Sales and Engineering to bring customer insight directly into company decisions
Staying close to customers and jumping into execution when required
Who we're looking for




The most important thing for us is that you have already helped scale a Customer Success function inside a high-growth SaaS or technology company.
You'll ideally have:
Proven experience leading and scaling Customer Success teams
Experience operating through a similar startup → scale-up stage
A strong track record across retention, adoption and expansion
A highly commercial and data-driven approach to Customer Success
Experience building systems and playbooks, not simply inheriting them
Strong people leadership and a track record of lifting team performance
The ability to operate strategically while remaining highly hands-on
Comfort working in a rapid-moving, high-accountability environment
Experience in vertical SaaS, SMB or mid-market SaaS
Healthcare experience is useful, but not essential.
We care much more about whether you have genuinely scaled a great CS organisation before.
Why Medow:
We're building an AI-native platform designed specifically for specialist healthcare.
Our AI Scribe is already used across more than 1,000 clinics, and we're now expanding into products such as Medow AI Front Desk, helping practices automate increasingly large parts of their operations.
For the right person, this is an opportunity to:
Own a major company function
Build the CS organisation for our next stage of scale
Work directly with the founders and leadership team
Help shape how thousands of healthcare practices adopt AI
Join a company at the point where strong foundations are turning into meaningful scale
We're looking for someone who wants to be on the front lines of that journey.
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📌 Head Of Customer Success (Sydney)
🏢 Medow Health
📍 Sydney