Head of Customer Success

Please note: this role is based in our Port Melbourne office, moving to hybrid post ramp period.

About Loop Logics 

Loop Logics is transforming how construction, trade, and service businesses operate. Our all-in-one platform simplifies job management, scheduling, and invoicing; freeing up business owners to focus more on building great companies and less on admin.

As we scale, we're assembling a team of high performers who are passionate about reshaping the ConTech and InsurTech space. If you thrive in a fast-paced environment, enjoy building from the ground up, and want to make a tangible impact, we’d love to hear from you.

Loop is backed by some of Australia’s largest Family Offices and Construction Industry heavyweights.

The Opportunity 

Loop is seeking an exceptional individual to head up our Customer Success function. This function covers Customer Success, Customer Implementations/Onboardings, Professional Services and Customer Support Portal.

We are looking for a proven builder, a leader who will be hands on and lead from the front, someone who can drive strategy and the shape of the function but who is in the mud early and executes hands on to understand the business and opportunities.

Whilst initially leading a team of four (Director, Technical Solutions, Implementation Manager and 2 x Customer Success Manager), given the exponential growth of Loop and future customer requirements, this role and team has incredible potential to grow and you will be responsible for shaping the team as Loop grows. 

What you'll bring

• 5+ years of experience in Leading Customer Success within SaaS or technology. Ideally ConTech or experience with SaaS platform solutions.
• Hands on leader that can build from the ground up. The HoCS will include customer management and customer onboardings, as the function scales.
• Customer Onboarding experience and evidence of building out repeatable, scalable processes.
• Adoption and implementation of AI and scaling AI in a business to drive an efficiency multiplier.
• Customer Support Portal Experience – ability to implement process and systems to manage customer support requests, and liaise with COO and CPO around product and process opportunities.
• Exceptional communicator – ability to manage a national team and working directly with the COO and ExCo.
• Strong Customer Advocacy – Establish a Voice of Customer, turning customers into market champions.
• Commercial Acumen – Owns revenue retention targets, ties CS to ARR/NRR/GRR/CSAT and NPS. Drives expansion revenue.
• Data-Driven Decision Making – interpreting customer health scores, churn data, and usage analytics to drive retention and expansion strategies.
• Strategic Thinking - Maps customer journeys and identifies efficiencies and improvements. Designs customer success strategy aligned to revenue goals and NPS/CSAT.
• Customer-Centric Mindset - Anticipate customer needs and design proactive solutions.

Why Loop Logics  

• Work with a market leading ConTech SaaS platform backed by some of the leading business individuals and largest family offices in Australia.
• Work alongside a supportive leadership team that values action, autonomy, and outcomes.
• Contribute directly to the growth of a SaaS platform solving real-world problems for trades and construction businesses.
• Opportunity to help shape the future of the CS function.
• Team camaraderie, fun events, and a fast-paced, collaborative culture.