Head of Enterprise Customer Success

About the role

You are being hired to own the end-to-end success of Heidi's enterprise hospital, health network, and large-scale customer portfolio. In this role, you will champion the Net Retention rate across the enterprise segment and own the full P&L responsibility for portfolio performance. You will design and execute repeatable, data-driven playbooks that turn early pilots into long-term, scalable partnerships. You will translate complex operational data into clear strategic insights and executive-level updates. You will build, mentor, and scale a high-performing team of Customer Success Managers aligned to growth targets. You will partner closely with Sales and Implementation to ensure seamless onboarding and activation from day one. You will establish a clear cadence of Account Plans and QBRs to remove ambiguity and manage by insight rather than memory. You will act as the central feedback loop, converting frontline enterprise insights and product usage data into actionable input for Product and Engineering.

Key facts

What you'll do

Champion Net Retention across the enterprise portfolio and deliver regular strategic performance updates to executive leadership.

Drive account growth by actively identifying and capturing organic expansion opportunities within existing customer bases to maximize account value.

Master the pilot conversion motion and design a seamless pilot-to-scale transition ensuring partners convert pilots into long-term engagements.

Plan capacity, hire and retain talent, and invest in the team's skills and culture as the enterprise segment grows.

Partner with Sales on a single commercial and implementation plan so every enterprise customer is set up to succeed from contract signing.

Run a clear Account Plan and QBR cadence with every enterprise account so nothing is managed from memory.

Build and mentor talent, forecast organizational capacity, recruit top-tier Customer Success Managers, and cultivate a high-performance culture focused on continuous skill development.

Bridge the Product Loop by translating frontline enterprise feedback and operational data into clear, actionable insights for Product and Engineering teams.

Collaborate with Support on a clean handoff for every account and maintain a live view of account health once it moves to support.

Own the end-to-end lifecycle of large, complex, multi-stakeholder enterprise accounts in a regulated environment.

Ensure consistent delivery of value across diverse geographies, including regions with public health systems and government procurement nuances.

Define and operationalize segmentation strategies and CS playbooks from scratch rather than relying on existing frameworks.

Leverage SaaS retention metrics such as NRR, GRR, and expansion to guide strategic decisions and executive reporting.

Utilize CS and CRM tooling such as Gainsight, Totango, ChurnZero, or Salesforce to maintain visibility into health and risk.

Maintain executive communication skills to comfortably engage with both practitioners and C-suite stakeholders on complex healthcare issues.

Requirements

You must have 8+ years in customer success or account management, including 3+ years leading a CSM team inside a high-growth B2B SaaS company.

You must have a track record of owning enterprise accounts that are large, complex, and multi-stakeholder, not a portfolio of small logos.

You must have experience building CS programs, playbooks, or segmentation from scratch, not just running an existing one.

You must demonstrate fluency in SaaS retention metrics (NRR, GRR, expansion) and comfort with CS or CRM tooling such as Gainsight, Totango, ChurnZero, or Salesforce.

You must possess executive communication skills and be able to hold a room with a practitioner and a room with a C-suite equally well.

You must have experience in healthcare, health-tech, or another regulated industry, which is a strong plus but not a requirement.

You must be able to operate in a fast-paced, high-growth environment where processes are constantly evolving.

You must be comfortable managing multiple priorities and stakeholders across clinical, commercial, and technical teams.

Nice to have

Experience with public health systems or government procurement.

Experience scaling a customer success function across multiple regions.

Clinical or EHR domain knowledge.

Practical notes

The role is full-time based in Melbourne.

This position requires the ability to work full business hours as required.

Candidates must be eligible to work in Australia without sponsorship at this time.

No visa sponsorship will be provided for this role.

Applications must demonstrate clear alignment with the outlined timelines for success in the first 30, 60, and 90 days.