💼 Head of Customer Success – East Coast Australia Preferred | Salary Negotiable, let's chat and make sure its alignedOwn the customer journey. Build the function from the ground up. Help take a high-growth Aussie SaaS company to the next level.This company is backed by some of Australia’s most respected invested and SaaS leaders. They’re solving real operational problems for the built environment with a deeply technical SaaS product, and it’s working.Now, they’re ready to scale. And that means levelling up how they support, implement, and grow their customer base.This isn’t a maintenance role. It’s a foundational hire. You’ll be hands-on in the trenches early, with the opportunity to shape the entire post-sales experience.We’re looking for a Head of Customer Success to lead three key pillars: onboarding and implementation, success and retention, and customer support.Why This Role?Flexible on location – East Coast preferred, remote-friendly with occasional travelSalary negotiable, with ESOP on the table for an A-graderJoin a small, sharp team with serious product-market fit and strong tractionBe the architect of a modern CS function across onboarding, retention, and supportReport directly to the CEO and help define the company’s long-term customer experience strategyWhat You’ll Actually Do:Build and run onboarding and implementation workflows that deliver value fastCreate the playbooks, processes, and systems to support a growing customer baseLead and mentor a small team while remaining hands-on across key accounts and escalationsPartner with product and engineering to champion customer feedback and insightsDrive renewals and expansions through proactive account management and CS strategyOwn the post-sale metrics: activation, adoption, NRR, CSAT, and churnWhat We’re Looking For:5+ years in SaaS customer success with experience across CS, support, and implementationStrong technical aptitude – you can roll up your sleeves and guide clients through configuration and onboardingProven ability to build from scratch – playbooks, processes, teams, systemsExperience managing high-value accounts and working with commercial metricsCollaborative and confident communicator – you can work with founders, product leaders, and frontline CS repsWhy Join This Business?It’s early enough to make your mark – you won’t be stuck fixing someone else’s messIt’s backed, proven, and growing – this isn’t a hope-and-pray startupThe founder gets CS – you’ll have support, trust, and accessThe impact is real – your work will directly shape customer outcomes and business successYou’ll get the tools, ownership, and autonomy to build the CS function you’ve always wanted to leadThis role is perfect for a builder. Someone who doesn’t want to manage the machine—they want to design it.Apply now or reach out directly to to skip the queue. A short video may be requested to fast-track your spot in the process.This role is to be filled by Pointer, it is not for Pointer. The successful candidate will also receive 12 months of ongoing training and support, including advanced training programs and access to communities for professional growth - All of which is provided by Pointer in addition to internal programs.We believe that a great salesperson must be part artists, part scientist.
