Head of Customer Success

Cubiko is a first-of-its-kind solution helping medical practices unlock the power of their data. Through clear, easy-to-understand dashboards and metrics, we give practices the insights they need to improve business performance and patient care outcomes. We’re an established and rapidly growing team of 35 people driven by innovation, transparency, and community. Curious? Learn more at cubiko.com.au The Role We’re looking for a Head of Customer Success to lead our customer success and support functions. You'll ensure our customers gain measurable value from their data and remain long-term, engaged partners. This role is a key leadership appointment that will require the successful applicant to work strongly with the COO and contribute to a culture of innovation, success and high performance. If you’ve ever wanted to be part of building a product (without needing to be a tech expert), this is your chance. What You’ll Do - Own the customer journey - Full ownership and autonomy over the Customer Success function. Lead onboarding, ongoing engagement, product adoption, renewals, and expansion opportunities. - Build a capable and resilient team - Upskill our fantastic CS team members to build confidence, capability and capacity. - Be the voice of the customer - Champion feedback from customers and your team with our Product, Analyst and Engineering teams to turn insights into new features and improvements. - Contribute to revenue growth - Manage customer renewals, identify expansion opportunities, and support accounts receivable processes. - Track what matters - Monitor key customer success metrics including onboarding completion, adoption, NPS/CSAT, and retention. - Drive customer outcomes - Help our customers get the most from their data, improve their operations, and deliver better patient care. - Support with heart - Ensure your team supports our customers with the passionate and empathetic voice that customers love and expect from Cubiko. - Build helpful resources - Develop processes to build out our knowledge base articles and how-to videos to empower users to get the most from their subscription. Who You Are - A natural communicator and relationship builder who genuinely enjoys connecting with people. - Passionate about developing people and teams to drive high performance. - Process and detail oriented to get the most out of the valuable human and technical resources that we have. - Curious about data and how it can improve business performance and patient care. Health experience is handy, but not mandatory. - A problem-solver who loves learning new things and helping others do the same. - You have a drive to learn the heavily regulated and ever changing healthcare environment that we operate in. - Comfortable working in a fast-paced, collaborative, and evolving environment. - Hubspot experience is a must. - Based in Brisbane and able to work from our Brisbane CBD office (hybrid arrangements available). What We Value - Question the Conventional - We challenge norms and value bold ideas, no matter where they come from. - One Team - We respect, support, and celebrate each other. We win and learn together. - Trust Through Transparency - We’re open, honest, and direct, even when it’s uncomfortable. - Customer-Centric - Our customers are at the heart of everything we do. Their success is our success. Why Join Us? - Work alongside an enthusiastic team with a commitment to helping our customers and supporting each other. - Competitive salary and support for personal learning and development. - Regular social events and an annual retreat to foster strong connections with the team. - Flexible working arrangements with hybrid work, excellent end of trip facilities, and an awareness that work needs to be compatible with life. - Have your birthday off each year 🥳 We’re committed to building an inclusive, supportive community and welcome applications from people of all backgrounds, experiences, and perspectives. If you need accessibility support at any stage of the process, please let us know. Note: All Cubiko staff are required to undergo a National Police Clearance check. Direct applicants only, please. We are not currently accepting candidates from recruitment agencies. #J-18808-Ljbffr