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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
📍 Townsville