Head of Customer Success in Sydney

Medow is looking for a

Head of Customer Success to lead the next stage of our customer organisation.

We now support more than

1,000 specialist clinics across Australia and New Zealand , and as we enter our next phase of growth — scaling toward $10M ARR and expanding from our AI Scribe into a broader suite of AI products for specialist practices — we’re looking for a senior leader to own the entire post-sale customer journey.

This role reports directly to the CEO and will own onboarding, adoption, retention, expansion, support and multi-product customer success .

The opportunity

• This is not about fixing a broken function.
• We have a strong existing Customer Success and Support team, solid foundations and customers who genuinely love the product.
• The opportunity is to take what already exists and build a world-class, scalable Customer Success function for the next stage of Medow.

You’ll be responsible for

• Leading and developing our Customer Success and Support organisation
• Improving onboarding and reducing time-to-value for new customers
• Driving product adoption, retention and expansion
• Building a scalable customer segmentation and engagement model
• Developing health scores, reporting and leading indicators of churn and expansion
• Creating the playbooks, systems and operating rhythms needed as we scale
• Building a strong multi-product customer strategy as Medow expands beyond AI Scribe
• Working closely with Product, Sales and Engineering to bring customer insight directly into company decisions
• Staying close to customers and jumping into execution when required
• Who we’re looking for
• The most important thing for us is that you have already helped scale a Customer Success function inside a high-growth Saa S or technology company .

You’ll ideally have

• Proven experience leading and scaling Customer Success teams
• Experience operating through a similar startup → scale-up stage
• A strong track record across retention, adoption and expansion
• A highly commercial and data-driven approach to Customer Success
• Experience building systems and playbooks, not simply inheriting them
• Strong people leadership and a track record of lifting team performance
• The ability to operate strategically while remaining highly hands-on
• Comfort working in a fast-moving, high-accountability environment
• Experience in vertical Saa S, SMB or mid-market Saa S
• Healthcare experience is useful, but not essential . We care much more about whether you have genuinely scaled a great CS organisation before.

Why Medow

• We’re building an AI-native platform designed specifically for specialist healthcare.
• Our AI Scribe is already used across more than 1,000 clinics, and we’re now expanding into products such as

Medow AI Front Desk , helping practices automate increasingly large parts of their operations.

For the right person, this is an opportunity to

• Own a major company function
• Build the CS organisation for our next stage of scale
• Work directly with the founders and leadership team
• Help shape how thousands of healthcare practices adopt AI
• Join a company at the point where strong foundations are turning into meaningful scale

We’re looking for someone who wants to be on the front lines of that journey.

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