Head of Customer Success - SaaS

A Private Equity-backed SaaS organisation in the health sector is seeking an experienced Head of Customer Success in this newly created role as the business goes through a period of high growth. Reporting to the CEO the role will be focussed on leading and managing a team of Customer Experience as well as implementing a strategy to deliver the industry's best activation, engagement, retention and customer satisfaction. Responsibilities: Lead and manage a team of Customer Experience professionals (3 teams) including Implementation Managers, Support/Help Desk Representatives, and Customer Success Managers (CSMs), fostering a culture of accountability and performance.

Drive efficiency in the Customer Experience (CX) team by streamlining processes and implementing scalable workflows. Develop and execute strategies to upsell & expand revenue within our existing customer base, thereby increasing recurring revenue and customer retention. Collaborate with the Executive Team to align the CX team’s efforts with overall company revenue goals. Candidates MUST have: Have held a leadership role in Customer Success / Experience roles within a technology businessExperience working in a fast-paced scale-up environment. Incredibly customer-centric in all things especially thinking and behaviour, the ability to be authentic, empathetic and bring a winning attitude to relationships.

Strong self-awareness and the ability to be both professional and entrepreneurial at the same time. Growth mindset and continuous learner and the ability to instill this in othersVery strong emotional intelligence$160K-$180K + superRemote role but must be based in an Australian capital city