Head of Customer Success

7 days ago

Copper Coast Council, Australia Pointer Pty Full time

Building a Customer Success Function for a Growing SaaS Startup - Watch Video

Head of Customer Success – East Coast Australia Preferred | Salary Negotiable, let's chat and make sure its aligned

Own 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 travel

Salary negotiable, with ESOP on the table for an A-grader

Join a small, sharp team with serious product-market fit and strong traction

Be the architect of a modern CS function across onboarding, retention, and support

Report directly to the CEO and help define the company's long-term customer experience strategy

What You'll Actually Do:

Build and run onboarding and implementation workflows that deliver value fast

Create the playbooks, processes, and systems to support a growing customer base

Lead and mentor a small team while remaining hands-on across key accounts and escalations

Partner with product and engineering to champion customer feedback and insights

Drive renewals and expansions through proactive account management and CS strategy

Own the post-sale metrics: activation, adoption, NRR, CSAT, and churn

What We're Looking For:

5+ years in SaaS customer success with experience across CS, support, and implementation

Strong technical aptitude – you can roll up your sleeves and guide clients through configuration and onboarding

Proven ability to build from scratch – playbooks, processes, teams, systems

Experience managing high-value accounts and working with commercial metrics

Collaborative and confident communicator – you can work with founders, product leaders, and frontline CS reps

Why Join This Business?

It's early enough to make your mark – you won't be stuck fixing someone else's mess

It's backed, proven, and growing – this isn't a hope-and-pray startup

The founder gets CS – you'll have support, trust, and access

The impact is real – your work will directly shape customer outcomes and business success

You'll get the tools, ownership, and autonomy to build the CS function you've always wanted to lead

This 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 Cameron Morgan 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.
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