Head of Customer Success

Head of Customer Success

• Location: Sydney, NSW / Hybrid / Remote
• Role Type: Full-time Leader
• Experience: 7+ years in B2B SaaS Customer Success, with proven experience scaling a CS function from early/mid-stage to rapid growth.
• Reporting to: CEO

About Plexa

At Plexa (www.plexapro.com), we are rewriting the rules of construction management. We’ve built an AI-enabled construction platform serving one of the largest industries on earth. We bridge the gap between complex enterprise compliance and real-world site execution, handling everything from robust document control and financial management to safety training and procurement.

We’ve achieved strong product-market fit, and our enterprise pipeline is expanding rapidly into the Tier 1 and Tier 2 builder landscape. To fuel this next phase of scale, we are looking for a heavyweight Head of Customer Success to own the entire post-sale engine and turn onboarding, retention, and support into a world-class, data-driven machine.

The Mandate

This is a "builder" role for a seasoned SaaS operator. You aren’t coming in to manage a mature, slow-moving team; you are coming in to design, operationalise, and scale our three core customer pillars from the ground up:

1. Implementations & Onboarding (Time-to-Value)

• The Challenge: Transitioning enterprise clients from entrenched legacy workflows or manual systems onto Plexa quickly, without disrupting their active operations.
• Your Role: Build a repeatable, highly structured onboarding playbook. Ruthlessly track and optimize Time-to-Value (TTV) so clients see undeniable utility within the first 30 days. Standardize complex data migration workflows to eliminate friction during setup.

2. Relationship & Account Management (Retention & Expansion)

• The Challenge: Navigating B2B enterprise accounts where the buyer is corporate, but the day-to-day users are distributed across field teams.
• Your Role: Architect a predictive Customer Health Scoring model based on feature adoption metrics. Own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). Build the framework to identify organic expansion opportunities turning single-team trials into mandated enterprise-wide rollouts.

3. High-Urgency Support Operations

• The Challenge: Field-based users need immediate answers when a digital workflow impacts their real-world timeline.
• Your Role: Establish strict, tiered SLAs that map to client urgency. Build out a frictionless, searchable Knowledge Base and modern support workflows. Act as the critical bridge between front-line client feedback and our Engineering/Product teams to systematically eliminate product friction.

Who You Are (The Requirements)

• SaaS Scaling Track Record: You have been a key player or leader in a B2B SaaS company during a rapid growth phase (e.g., scaling from Seed/Series A onwards). You know what "good" looks like at scale and how to transition a company from manual, founder-led customer care to an institutionalised playbook.

• Metrics-Driven Operator: You live and breathe SaaS metrics. You can confidently talk about how you’ve historically moved the needle on Churn, Net Revenue Retention (NRR), LTV, and NPS/CSAT.
• First-Principles Builder: You thrive in ambiguity. Design the hiring profiles and expand/hire-up the team for the next phase of growth.

• Highly Adaptable & Industry-Curious: While construction tech experience is not required (though highly preferred), the ability to rapidly learn complex, multi-persona industry workflows is. You must be eager to deeply understand the world of contractors, compliance, and site operations to speak our clients' language.

What We Offer

• The Strategic Seat: Direct reporting line to the CEO, working as a strategic peer alongside Product and Engineering to shape the future of the Plexa platform

• Competitive Remuneration: Attractive base salary package + performance incentives.

• True Autonomy: No bureaucratic red tape. If it protects the customer, drives expansion, and scales the business, you have the mandate to execute it.

Impact Strategy: This is what will define success at Plexa.

1. The Scaling Metric: What was the ARR of the last B2B SaaS platform you managed? Detail the exact Net Revenue Retention (NRR) percentage you maintained or achieved, and the specific operational lever you pulled to move that metric.
2. The Time-to-Value (TTV) Playbook: Describe a time you inherited a complex, multi-persona B2B enterprise platform with a slow onboarding process. What specific structural changes did you make to the onboarding playbook to drastically shrink the Time-to-Value (TTV) for the client?
3. The High-Urgency SLA Structure: Outline the exact support triage architecture you have previously implemented to handle high-urgency, field-based user issues. How did you structurally separate high-priority site bugs from standard feature requests, and what tool stack did you use to automate this?
4. The Product Feedback Loop: Give a factual example of how you have previously quantified front-line customer friction data to influence an engineering roadmap. How did you present the data to Product/Engineering to ensure the fix was prioritised?
5. The Industry Adaptability Strategy: You are managing the customer success function for Plexa. A construction management platform dealing with financials, site compliance, document control, and safety workflows. Assuming you do not come from a construction background, what is your exact, systematic plan during your first 30 days to master our industry's operational realities?

To Apply

If you are a proven SaaS CS leader who loves the daily variety and thrill of the build phase, apply now with your CV.