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 strong 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 fast-moving, high-accountability environment

Experience in vertical SaaS, SMB or mid-market SaaS

Healthcare experience is practical, 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 (Haymarket)
🏢 Medow Health
📍 Haymarket