Hybrid Head of Customer Success

at Heidi Health

• Job title: Head of Customer Success
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sydney, Australia

About the role

• Head of Customer Success establishing and scaling customer success efforts for an AI healthcare partner in Australia. Focusing on customer retention, satisfaction, and growth while leading a dedicated team.

Responsibilities

• Build and lead the Customer Success function, defining its strategy and translating that into actionable plans, the operating model and function-level KPIs
• Lead the development of a world-class customer experience, setting a high bar for quality and accountability.
• Build the framework for customer segmentation, tailored engagement models, and scalable lifecycle programs.
• Establish and maintain a deep understanding of our customers' needs across all customer segments and to serve as the executive sponsor for key customer relationships.
• Drive customer retention, satisfaction, and growth by implementing best-in-class processes and strategies.
• Work collaboratively with sales, product, and engineering teams to ensure customer feedback is integrated into product development and business strategy.
• Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver exceptional results.

Requirements

• Proven experience leading and scaling Customer Success functions, with a track record of success at a regional and/or global level.
• Demonstrated ability to work effectively across various market segments, including SMB, Mid-Market, and Enterprise.
• A strong, data-driven approach to customer success, with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS).
• Exceptional leadership and communication skills, with the ability to influence and advocate for the Customer Success function at an executive level.
• Passion for delivering extraordinary customer experiences and a commitment to never settling for "good enough."
• Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you.

Benefits

• Flexible hybrid working environment, with 3 days in the office.
• Additional paid day off for your birthday and wellness days
• Special corporate rates at Anytime Fitness in Melbourne, Sydney tbc.
• A generous personal development budget of $500 per annum
• Learn from some of the best engineers and creatives, joining a diverse team
• Become an owner, with shares (equity) in the company, if Heidi wins, we all win
• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
• If you have an impact quickly, the opportunity to fast track your startup career!