Head of Customer Success

Executive Director - Customer Success

This is a Senior level Customer Experience role for a leader who believes CX is not a department, but the operating system of a business.

You will be joining a fast-growing Australian health technology company operating at the intersection of technology, services and human outcomes. The organisation supports participants, families and providers across a complex care ecosystem and is backed by leading investors. As the business scales rapidly, experience quality, trust and consistency directly determine growth, retention and long-term impact.

This is not a role focused on maintaining what already exists. It is a build, scale and embed mandate.

The company’s approach to customer experience is grounded in the ideology of best customer experience theories. The goal is to deliver deeply proactive, human-centred experiences that reduce friction, build trust and provide clarity, even as customer volumes, provider networks and operational complexity increase.

Experience must feel personal, calm and first-time-right at scale. The challenge is to preserve quality while designing systems, behaviours and teams that can grow significantly without becoming bloated or inefficient.

The Role

Your role is to translate this philosophy into a repeatable, scalable experience system across digital tools, concierge services, provider interactions and community touchpoints.

You will have end-to-end accountability for experience across the business, including:

• Designing an experience architecture that scales across participants, providers and partners
• Building service models and operating rhythms that support rapid growth
• Owning journeys from onboarding through to outcomes and renewal as volumes increase
• Designing frictionless service pathways that reduce manual effort and dependency on headcount
• Embedding experience standards that remain consistent as teams expand

Leadership, scale and execution

A core requirement of this role is the ability to build and scale teams.

You will be responsible for:

• Designing and scaling lean, high-performing service and experience teams
• Developing leaders and future managers as the organisation grows
• Increasing productivity and service capacity without compromising quality
• Building global or “follow-the-sun” service models where required
• Ensuring new hires, acquisitions and structural changes integrate cleanly into the experience system

You will partner closely with product and engineering to scale through technology, not just people, ensuring automation, tooling and workflow design reduce friction and enable sustainable growth.

The Environment

This is a values-led, high-performance environment where customer centricity is not a slogan, but a daily operating expectation.

The company operates with a military-inspired mindset focused on discipline, clarity, accountability and execution. The intent is not hierarchy or command-and-control, but small, elite teams that take ownership of outcomes and execute mission-critical priorities with focus and precision.

Customer experience sits at the centre of decision-making. Leaders are expected to think from the customer backwards, prioritise what genuinely improves outcomes, and remove friction wherever it exists. Empathy and humanity matter here, but they are paired with high standards and clear expectations.

The organisation deliberately avoids bloated structures. Teams are built lean and designed to scale intelligently, with strong operating rhythms, clear roles and disciplined growth. Change is constant, including growth, acquisitions and increasing complexity, and leaders are expected to build structure while the organisation is moving.

This is an environment for values-led builders who want responsibility, accountability and the opportunity to create meaningful impact at scale.

Who this role is for

This role suits a senior CX leader who:

• Has built and scaled customer experience or service organisations in high-growth environments
• Has experience designing operating models that support rapid scale
• Is comfortable leading teams through growth, change and increasing complexity
• Thinks in systems rather than headcount
• Brings credibility with product, technology and operations
• Leads with empathy, clarity and calm under pressure

The focus is on experience architecture, leadership and scale, with technical and domain specialists supporting execution.

Why this role is compelling

• Executive-level scope with accountability for scaling experience across the business
• The opportunity to design and scale a CX function from a strong foundation
• A leadership team that values disciplined growth and operational excellence
• The chance to build experience infrastructure that improves lives at scale
• A culture that rewards ownership, contribution and impact over hierarchy

This role is for someone who wants to build, scale and future-proof something meaningful, not manage what already exists.