Founding Head of Customer Success | AI HealthtechA rapidly growing AI healthtech startup building technology that gives healthcare professionals more time to focus on their patients.About the companyThe 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 a key pillar in the organisation's continued growth and success.The opportunityThis 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.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 doingLead and develop the Customer Success and Support organisationSet and continually improve the company's Customer Success strategyEstablish Customer Success as a key pillar of the organisationImprove onboarding and reduce time-to-value for current customersDrive product adoption, retention and expansionBuild scalable customer segmentation and engagement modelsDevelop health scores, reporting and leading indicators of churn and expansionCreate the systems,



playbooks and operating rhythms needed to scaleBuild a multi-product customer strategy as the company expands beyond AI ScribeBring customer insights directly into Product, Sales and Engineering decisionsStay close to customers and jump into execution when requiredWhat we're looking forThe most important thing is that you've already 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 teamsExperience operating through a similar startup-to-scale-up journeyA strong track record across retention, adoption and expansionA highly commercial and data-driven approachExperience building systems and playbooks, rather than simply inheriting themStrong people leadership and a track record of improving team performanceThe ability to move between strategy and hands-on executionComfort operating in a fast-moving, high-accountability environmentExperience in vertical, SMB or mid-market SaaSHealthcare 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 a founding Customer Success leadership role without starting from zero.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.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 (Sydney)
🏢 Choice Ventures
📍 Sydney