Job Description

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Medow is looking for a Head of Customer Success to lead the next stage of our customer organisation.

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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.

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This role reports directly to the CEO and will own onboarding, adoption, retention, expansion, support and multi-product customer success .

The opportunity n

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- This is not about fixing a broken function.
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- We have a strong existing Customer Success and Support team, solid foundations and customers who genuinely love the product.
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- The prospect is to take what already exists and build a world-class, scalable Customer Success function for the next stage of Medow.
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You’ll be responsible for: nn
- Leading and developing our Customer Success and Support organisation
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- Improving onboarding and reducing time-to-value for new customers
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- Driving product adoption, retention and expansion
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- Building a scalable customer segmentation and engagement model
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- Developing health scores, reporting and leading indicators of churn and expansion
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- Creating the playbooks, systems and operating rhythms needed as we scale
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- Building a strong multi-product customer strategy as Medow expands beyond AI Scribe
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- Working closely with Product, Sales and Engineering to bring customer insight directly into company decisions
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- Staying close to customers and jumping into execution when required
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Who we’re looking for nn




- 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 .
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You’ll ideally have: nn
- Proven experience leading and scaling Customer Success teams
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- Experience operating through a similar startup → scale-up stage
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- A strong track record across retention, adoption and expansion
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- A highly commercial and data-driven approach to Customer Success
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- Experience building systems and playbooks, not simply inheriting them
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- Strong people leadership and a track record of lifting team performance
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- The ability to operate strategically while remaining highly hands-on
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- Comfort working in a fast-moving, high-accountability environment
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- Experience in vertical SaaS, SMB or mid-market SaaS
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- Healthcare experience is useful, but not essential . We care much more about whether you have genuinely scaled a great CS organisation before.
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Why Medow: nn
- We’re building an AI-native platform designed specifically for specialist healthcare.
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- 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.
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For the right person, this is an opportunity to: nn
- Own a major company function
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- Build the CS organisation for our next stage of scale
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- Work directly with the founders and leadership team
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- Help shape how thousands of healthcare practices adopt AI
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- Join a company at the point where strong foundations are turning into meaningful scale
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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