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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