Customer Success Lead (Scaled)

📋 Description

• Lead, coach, and develop a 3-member SMB CSM team.
• Build a high-performance culture focused on efficiency and accountability.
• Design and evolve the scaled SMB engagement model (1–5 to 20 users).
• Own onboarding, retention, and expansion outcomes for SMB.
• Partner with Product, Marketing, and Sales for launches.
• Build dashboards and health signals to guide decisions.

🎯 Requirements

• 5+ years in customer success; at least 2 in scaled CS or lifecycle marketing.
• Proven experience building 1:many and tech-touch programs with measurable results.
• Track record leading or mentoring a team; developing others.
• Deep analytical skills; dashboards, cohort analysis, data-driven decisions.
• Lifecycle marketing: journeys, segmentation, triggers, automated campaigns.
• Strong CRM/CS platforms experience (HubSpot, Intercom, or similar).

🎁 Benefits

• Flexible hybrid work: 3 days in the office.
• Personal development budget of $500/year.
• Equity/shares in the company if Heidi wins.
• Fast-track startup career opportunity.
• Global impact in Australia’s leading healthtech startup.
• Learn from a diverse team of engineers and creatives.