Head of Enterprise Customer Success
HeidiAI-powered Clinical company
Melbourne, AustraliaDirector
Headline
Point72 Private Investments
Blackbird
Latitude
Possible Ventures
Archangel
Sales & Account Management
About the role
TL;DR
Lead enterprise customer success, driving retention, growth, and building a world-class team.
- •Heidi is seeking a Head of Enterprise Customer Success to lead their fastest-growing segment.
- •This role will evolve foundational processes into a sophisticated, repeatable customer success ecosystem for enterprise clients.
- •Key Responsibilities Champion Net Retention and deliver strategic performance updates to executive leadership.
- •Drive account growth by identifying and capturing organic expansion opportunities.
- •Design and manage a seamless pilot conversion motion for long-term partnerships.
- •Build and mentor a high-performance Customer Success team.
- •Translate frontline feedback into actionable insights for Product and Engineering teams.
- •Requirements 8+ years in customer success or account management, with 3+ years leading a CSM team in a high-growth B2B SaaS company.
- •Proven track record of owning enterprise accounts (large, complex, multi-stakeholder).
- •Experience building CS programs, playbooks, or segmentation from scratch.
- •Fluency in SaaS retention metrics and comfort with CS or CRM tooling.
- •Executive communication skills.
Required skills
Enterprise SalesSalesforceHubSpotAccount ManagementB2B SalesRevenue Operations
Domain expertise
healthtechhealthcare
Benefits & perks
Learning and development budget, Health and wellness allowance, Home office budget, Paid parental leave, Fertility support, Work from anywhere, Equity
Tech stack
SalesforceHubSpot