Head of Customer
About us
splose is the AI-powered practice management platform powering better health care. Trusted by over 25,000+ Allied Health professionals around the world, splose is purpose-built to free clinicians from admin and let them focus on what matters most - helping people. Backed by leading VC funds EVP, Spectrum Equity, and Athletic Ventures we have recently announced a record-breaking $46M Series A raise - the largest Series A of any South Australian SaaS company ever. We’re growing fast and investing in our product, our people, and our global growth.
About you
At splose, the Head of Customer owns the entire post-sale journey, from the moment a contract is signed through to renewal and expansion. You'll lead our Customer Experience and Customer Success teams across ANZ and the UK, reporting directly to the CFO. This is a genuine seat at the leadership table: you'll be the executive voice of the customer, shaping product direction, commercial strategy and company priorities through the lens of customer outcomes.
You'll build the systems, teams and playbooks that let splose scale without losing what makes our customer experience exceptional, while owning gross and net revenue retention as core commercial metrics.
What you'll do:
Own onboarding, implementation and migrations end to end, building a high-performing team that gets customers from signed contract to confident product use quickly and smoothly
Design and continuously improve scalable onboarding programs that drive faster time to value across all customer segments
Set the strategic direction for customer support, ensuring it operates as a genuine competitive differentiator as splose scales
Build the systems, tooling and career pathways that let support scale without losing quality, and establish feedback loops that turn support into a source of product and commercial intelligence
Own gross revenue retention (GRR) and net revenue retention (NRR) as primary commercial metrics, setting strategy and holding the function accountable to outcomes
Build the customer health scoring and risk identification framework, and the proactive playbooks that protect revenue before it's lost
Design the scalable success motion for SMB customers, balancing personalisation with the realities of high-volume, lower-touch accounts
Own the renewal and expansion strategy, including commercial playbooks, pricing conversations and the handover model with Sales
Build customer advocacy and referral programs that generate pipeline and deepen trust in market
Lead, coach and develop a high-performing team, with a deliberate focus on growing the next generation of leaders within the function
Partner closely with Product, Engineering, Sales and Revenue Operations to ensure customer insight shapes the roadmap and commercial forecasting
What you'll bring:
7+ years in Customer Success, Account Management or Customer Operations leadership roles
Experience leading multiple post-sale functions, such as Customer Success, Support and Implementation
A track record in high-growth SaaS businesses of improving retention and expansion metrics
Experience building and scaling teams, processes and systems
Strong commercial acumen with direct ownership of revenue-related outcomes
A data-driven approach to decision making
Strong systems-thinking capability, with the ability to identify root causes and implement scalable solutions
Excellent communication and relationship-building skills across customers and internal teams
The ability to influence and collaborate across Sales, Product, Engineering and Finance
Comfort operating in a fast-paced, dynamic environment with shifting priorities
Good to have:
Experience in SMB SaaS environments with a hybrid product-led and sales-led growth motion
Experience managing customer migrations, implementations and data imports
Experience administering Intercom, including workflow design, routing, automation and reporting
Experience managing AI-powered support tools, including chatbot governance and performance optimisation
Experience leading teams through rapid scale
Healthcare, allied health or practice management software experience
Next Steps:
Only shortlisted candidates will be contacted for an initial screening call by our internal TA team.
Equal Opportunity Employer:
splose is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need support and adjustments in participating in this process, please let us know!
**We are not accepting recruitment agency submissions for this role.