Head of Customer Success

About us

Cookaborough is a Melbourne-based software platform providing an end-to-end operating solution to passionate ready-made meal businesses around Australia. In addition to a powerful suite of online tools designed specifically for ready-made meal businesses, Cookaborough also operates a marketplace where people can discover locally made, fresh, nutritious and delicious meals that meet different dietary requirements and cultural tastes.

Cookaborough also enables food businesses using the platform to service the growing Support at Home and NDIS markets. These are two rapidly growing segments that are not only good for business but also extremely rewarding to support. With a proven and much-loved product, Cookaborough is well positioned for its next chapter of growth.

The role

An outstanding opportunity now exists for a Head of Customer Success to lead a team of five across Customer Support, Onboarding and Account Management, overseeing the full customer lifecycle. As the business continues to scale, you will play a key role in establishing efficient and scalable Customer Success workflows and processes.

The role will work closely with Product to help shape the product roadmap, ensuring customer insights and real-world usage inform ongoing platform development and innovation.

The responsibilities

Customer Onboarding & Enablement

• Design and deliver a simple, scalable onboarding journey that enables new customers to launch quickly and achieve early success on the platform.
• Develop automated onboarding resources and educational content tailored to different customer needs and learning styles.
• Ensure customers understand how to maximise the platform to grow their businesses and generate more sales.

Self-Serve Customer Experience

• Build and maintain a comprehensive library of self-service guides, resources and knowledge content.
• Implement tools and processes that allow customers to easily find answers and resolve common platform questions independently.
• Identify opportunities to improve the customer experience through automation and smarter support workflows.

Platform Adoption & Engagement

• Drive awareness and adoption of new and existing platform features through a multi-channel communications strategy including EDMs, on-platform messaging, webinars and community engagement.
• Develop compelling content that demonstrates the value of new features and encourages customers to adopt them quickly.

Customer Support & Service

• Oversee a high-quality help desk and support function across cooks, customers and program providers.
• Ensure customer enquiries are triaged efficiently and resolved promptly while maintaining a strong customer experience.

Customer Growth & Education

• Develop resources and programs that help customers grow their businesses, including guides, education and partnerships that add value beyond the platform.
• Support the continued growth of Cookaborough’s aged care and NDIS programs by ensuring program participants receive an exceptional experience.

Voice of the Customer & Insights

• Act as the internal champion of the customer, gathering feedback, identifying opportunities and sharing insights across the business.
• Partner with Product and Engineering teams to ensure customer feedback informs platform improvements and future product development.
• Track customer engagement and success metrics to continuously improve Customer Success initiatives.

The requirements

• Player-coach leadership experience in Customer Success, preferably within an emerging technology business.
• Hands-on experience with Customer Success technologies and tools designed to enable automation and improve processes.
• Outstanding organisational and multi-task management skills, with the ability to self-manage and maintain a high level of accountability.
• A preparedness to learn and become a true expert in the platform, with the ability to clearly articulate its features and benefits and develop a deep understanding of customer needs.
• Excellent communication, presentation and stakeholder management skills.

Why join Cookaborough

This is an outstanding opportunity to make an impact with an established but ever-evolving business.

Cookaborough offers great benefits, a competitive salary package and flexible working arrangements to balance work and life. Based at The Forum in Cremorne, you’ll also enjoy a premium workplace environment with outstanding amenities and recreational facilities, including a golf simulator, rooftop basketball court and premium social spaces.

Apply today. Applications close 5pm, Monday March 30