The core mission for this role is to build and lead a world-class, globally scalable Customer Success function that drives Net Revenue Retention (NRR) and logo retention across Wellio’s core markets in Australia, the UK, and International Schools. What you build in year one will set the foundation for Wellio’s current expansion into Indonesia, and planned growth into the U.S and Canada.

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This role is equal parts strategy and execution. You’ll work closely with the founders to design the CS operating system (processes, tooling, playbooks, metrics, customer journeys), and you’ll lead a team that delivers an exceptional customer experience from onboarding through renewal at global scale.

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The good news is that key systems and processes are already in place to manage our current clients. However, with our client base set to double to beyond 1000 this year, we’re looking for someone exceptional to improve and enhance what we’ve already done.

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Success in this role looks like customers who are deeply engaged, supported, and getting real outcomes, and a CS engine that reliably produces strong retention, expansion, advocacy, and long-term growth.

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What You’ll Do

• Build a world-class CS operating system: define the global CS model, customer segmentation, engagement cadence, playbooks, health scoring, and escalation paths.
• Own NRR and retention outcomes: take full accountability for NRR and logo retention, including forecasting, risk management, and the systems that improve renewal and expansion performance over time.
• Create scalable customer journeys: design and continuously improve onboarding, adoption, renewal, and expansion journeys that increase product usage and customer outcomes.
• Deliver world-class support: ensure customers get fast, high-quality support, knowledge resources, and feedback loops that prevent repeat issues.
• Partner closely with Product + Founders: translate customer insights into product improvements and roadmap priorities; build feedback systems that systematically surface trends, blockers, and opportunities.
• Lead and develop a high-performing team: manage and coach a team of CS professionals (currently 7 direct reports), set clear expectations, and build a culture of ownership, learning, and customer obsession.
• Build the data and reporting layer: define core CS KPIs and dashboards (retention, NRR, adoption, risk, support performance), and build an operating rhythm (QBRs, pipeline/renewal reviews, weekly metrics).

About You

• You’ve led a CS function at a SaaS company before: you’ve built the systems, team, and operating rhythm from scratch (or rebuilt them) in a scaling environment.
• You’re commercially strong: you understand how Customer Success drives NRR, renewals, expansion, and long-term growth, and you’ve owned retention numbers before.
• You’re a systems builder: you love turning messy reality into clean, scalable processes (segmentation, playbooks, health scores, QBR cadence, renewal forecasting, escalation management).
• You’re exceptional at customer experience design: you know how to create journeys that increase engagement, product usage, and outcomes. You measure what matters.
• You’re highly data-driven: you can build a metrics framework, run forecasting, spot risk early, and use data to drive focus and accountability across the team.
• You’re AI-fluent: you use AI tools to work smarter (customer insights, account planning, risk detection, comms, playbooks) and you help your team adopt AI-assisted workflows in a way that improves outcomes, quality, and speed.
• You’re a strong people leader: you hire well, coach well, and create clarity. Your team is better because you’re there.
• You can operate globally: you’ve managed or supported customers across multiple geographies/time zones and can balance global consistency with local nuance.
• You’re mission-aligned: you genuinely care about improving youth wellbeing and education outcomes, and you bring the energy to build something that matters.
• You’re Sydney or Melbourne based: For this role we’re looking for people who can regularly be in one of our two Australian offices in order to quickly gain an understanding of the product, and build team connections.
• Don’t worry if you don’t tick every box: we’re more interested in people with the right trajectory, judgement, and build mindset than a perfect CV.

Follow the link for more info and please cite Ripple Opportunities in your application.