Join to apply for the Head of Customer Success role at Fynd
Overview
A rapidly scaling SaaS startup building the backbone of Australia’s Consumer Data Right (CDR) movement. This is a leadership role to transform and elevate Customer Success at Biza.io, reporting to the COO with the freedom to set vision and deliver world-class results across the customer journey.
Responsibilities
- Lead & Coach: Manage a team (three direct reports to start) and run EOS Level 10 meetings, maintaining metrics, rocks, and actions with customers at the heart of it.
- Build & Scale: Design frictionless processes to empower the team and deliver seamless customer experiences.
- Bridge the Gap: Partner with Product, Engineering, and Growth to convert feedback into features and solutions into success stories.
- Measure What Matters: Define KPIs around retention, SLAs, NPS, and project health; analyze data to spotlight impact.
- Cross-functional Communication: Speak the language of APIs, integrations, and troubleshooting with customers and product/engineering teams.
- Mission: Take a growing CS function and transform it into a SaaS success engine that sets industry standards.
Qualifications
- Experience: 5–10+ years in customer success leadership, with a track record of leading teams to measurable wins. SaaS or startup background preferred.
- Regulated spaces: Experience in payments, fintech, or similar regulated environments; ability to thrive where rules are strict and compliance matters.
- Technical fluency: Comfortable with APIs and integrations; you may not code, but you understand the language and can converse with technical teams.
- Customer-obsessed & operationally sharp: Passion for exceptional customer experiences and execution behind the scenes.
- Project management: Skilled in deadlines, KPIs, and processes to keep programs on track.
- Cross-functional collaboration: Able to work with Product, Growth, and Engineering to build scalable, customer-first solutions.
- Builder mindset: Thrives in high-growth environments, creating structure and scale from scratch.
- Bonus: Familiarity with EOS or Winning by Design (or willingness to learn quickly).
- Nice-to-have: Experience in banking, energy, or telco within a SaaS startup or CS context.
Work arrangement
Remote-first. Work from anywhere with regular offsites to stay connected.
Company context
Startup vibe, big vision, small ego, high impact. Series A funded. Backed by OIF Ventures + Jelix.
Apply
This is a leadership role with potential for growth and impact. Please apply with your story and why you are the right person to lead Biza.io’s CS team forward.
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📌 Head of Customer Success
🏢 Fynd
📍 Rockhampton