Customer Implementation & Success Lead

Are you customer-obsessed and ready to lead the CS function and implementations for a product that makes a real difference? About Oho Oho protects people at their most vulnerable by equipping organisations with "know your people" intelligence using system-embedded, continuous workforce screening. Oho’s mission has always been to protect people and organisations from abuse and its impacts. The company is high growth and has big product and impact ambitions Oho keeps clients safe, reduces admin burden and eliminates compliance risk that keeps Boards, leaders and parents awake at night.  Oho has a loyal customer base and is growing fast among large enterprise customers requiring integration.  The Opportunity This is a foundational role and our first dedicated hire to own the entire customer journey from implementation through expansion. You'll help build the playbooks, processes, and culture that will scale as we grow from startup to scale-up. As we expand, you'll be positioned to potentially lead the Customer Success function, building and managing the team that executes the foundation you create. Employment Type: Full-time, Permanent, Hybrid (Victoria)Level: Senior Individual Contributor with Leadership TrajectoryIndustry: IT/SaaSInitially, there will be a heavy focus on implementation of new customers. What You'll Own 1. Enterprise Implementation & Technical Project Management (65%) Project manage complex customer implementations including system integrations, ensuring on-time delivery that delights customers Design and iterate on implementation methodologies for different customer segments (enterprise, mid-market, SMB) Conduct scoping and kick-off meetings with technical and business stakeholders, establishing clear success criteria and preventing scope creep Build relationships with customer technical teams and coordinate with Oho engineering for seamless integrations Create implementation runbooks, templates, and documentation that enable future team members to scale delivery Track and report on implementation velocity, bottlenecks, and time-to-value metrics 2. Customer Success & Value Realisation (25%) Own customer retention, expansion, and health metrics across the portfolio Design and implement customer segmentation strategies with tailored engagement models Build customer health scoring frameworks using product usage data, support tickets, and relationship signals Conduct QBRs demonstrating ROI and identifying expansion opportunities Create data-driven playbooks for onboarding, adoption, renewal, and expansion motions Continuation of NDR tracking but over time, establishing and monitoring key success metrics such as: NRR, GRR, time-to-value, product adoption depth, CSAT/NPS Train customers on advanced Oho features and best practices for safeguarding compliance 3. Strategic Product Partnership & Voice of Customer (10%) Serve as the primary product stakeholder representing customer needs, pain points, and opportunities Translate customer feedback into actionable product requirements and feature requests with business case justification Collaborate with Product on roadmap prioritisation, beta testing, and customer advisory board initiatives Identify patterns in customer requests to influence product strategy and market positioning Lead customer research initiatives (interviews, surveys, usage analysis) to inform product decisions Partner with Product on go-to-market for new features, including customer communication and adoption strategies 4. Process Architecture & Team Foundation Building (5%) Build scalable processes, playbooks, and tools that work for 10, 50, and 100+ customers Establish CS tech stack recommendations alongside the Customer Support Engineer and optimise existing tools (CRM, CS platform, analytics) Help define roles, responsibilities, and workflows between CS, Support, Sales, and Product teams Create reporting dashboards and establish regular business reviews on CS metrics  About You Required Experience & Skills Customer Success & Implementation Expertise 3+ years in SaaS customer success, implementation, or technical account management roles 2+ years of previous start up experience Proven track record managing enterprise implementations with technical complexity Technical background or ability to understand API documentation, data flows, and system architecture Experience building processes from scratch in early-stage or high-growth environments Strong project management skills with established methodologies for tracking progress and managing stakeholders Strategic & Analytical Mindset Data-driven decision maker who establishes metrics and uses insights to drive action Experience creating customer segmentation strategies and health scoring models Ability to identify patterns across customers and translate them into scalable solutions Comfortable with CRM systems, analytics tools, and building reporting frameworks Product Thinking & Influence Deep understanding of product-led growth principles and how CS drives product adoption Ability to translate customer needs into clear, prioritised product requirements Communication & Relationship Building Exceptional written and verbal communication skills for both technical and executive audiences Proven ability to build trust quickly with diverse stakeholders (customers, engineers, executives) Comfortable presenting to C-level customers and internal leadership Skilled at navigating complex organisations and identifying key decision-makers Startup/Scale-up DNA Energised by ambiguity and the challenge of building something from the ground up "Let's go" mentality  Comfortable with rapid change and pivoting based on what customers and data tell you Resourceful problem-solver who finds creative solutions with limited resources Bonus Points (Not Required) Experience in regulated industries (healthcare, education, aged care, childcare) Previous experience managing or mentoring team members Familiarity with customer success platforms (Gainsight, ChurnZero, Vitally, etc.)  Success Metrics (First 12 Months) Implementation Excellence Average time-to-value < 90 days for enterprise implementations 100% on-time delivery for scoped implementations Customer Success & Growth Net Revenue Retention (NRR) > 110% Product Partnership Establish monthly customer to product feedback rhythm Foundation Building Help to create comprehensive implementation playbooks for all customer segments Establish CS reporting dashboard with key health and activity metrics Document repeatable processes for onboarding, QBRs, renewals, and expansion Help to optimise existing tools and recommend tools to improve customer experience and efficiency  Why This Role Sets You Up for Leadership This isn't just an IC role—it's the foundation of Oho's Customer Success function. You'll: Sharper Implementation is the major enabler of value – you will own this Build the frameworks that future team members will use Partner directly with leadership on company strategy Be first in line to lead the CS team as we scale and hire Shape company culture around customer value  If you want to be a Head of CS at a growing company, this is how you get there—by building it from the ground up.  Our Values & Culture Customer obsessed: We win when our customers can effectively safeguard and protect their people  Bias for action: We move fast, learn quickly, and iterate based on feedback Trust & radical transparency: we are the reliable foundation that organisations and each other can depend on - we share data, challenges, and wins openly Product excellence: We're building something that genuinely makes the world safer Purpose driven & courageous: The work we do protects vulnerable people, and we continue to tackle the hard, complex problems, because they matter Oho is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If this sounds like you and you want to be part of shaping the growth and impact of a fast-growing business, apply now.