Head of Client Success

📍 Remote (Philippines) | AU Hours (AEST) 💼 Full-Time | Client Success Department About the Role We are looking for a Head of Client Success to own and scale the full client experience across our dealership accounts—from onboarding through long-term performance. This is a foundational leadership role , ideal for someone who thrives in startup environments and wants to build a Client Success function from the ground up. You will work directly with the Founder & Head of Operations and play a key role in shaping systems, processes, and client outcomes using our in-house platform. This role is approximately 70% Client Service Management and 30% Onboarding Oversight . Key Responsibilities Client Success & Account Management Own the full client lifecycle for dealership accounts end-to-end Lead client communication cadence: Monthly check-ins Weekly touchpoints Performance reports Quarterly business reviews Proactively monitor client performance using internal dashboards and AI tools Define, track, and optimize KPIs and performance benchmarks Manage escalation frameworks (Green / Amber / Red / Critical) Operational Ownership Oversee key operational levers: Payroll cycles Pay reviews Leave approvals Ad-hoc client requests Identify workflow gaps and redesign SOPs based on data insights Ensure continuous improvement across client experience Onboarding Leadership Oversee onboarding for all new placements Lead client integration meetings (KPIs, task design, success criteria) Manage 90-day onboarding lifecycle and transition to active status Identify trends and improve onboarding processes and SOPs Team & Function Building Build and scale the Client Success team (CSMs, Onboarding Lead) Train and mentor team members Standardize processes and maintain consistency in client delivery Help design department structure and operating rhythm Systems & AI Optimization Work closely with internal tools to: Monitor performance Diagnose issues Improve workflows Contribute to the evolution of AI-driven client success tooling Essential Skills Proven leadership in Client Success, Account Management, or Operations Strong analytical mindset (KPIs, dashboards, data-driven decisions) Excellent English communication (written & verbal) Experience using AI tools and modern software Strong people management and stakeholder handling skills Ability to thrive in startup environments and build systems from scratch Desirable Skills Automotive dealership experience (Sales, Service, Accounts, F&I, etc.) Familiarity with Australian dealership systems (DMS) Experience with SQL, BI dashboards, or data tools Desirable Experience Managing offshore or distributed teams Building SOPs, frameworks, or operational playbooks from scratch Tools & Systems Internal Client Success platform (csm.) AI diagnostic tools DMS platforms: ERA, Titan, CDK, Pentana, Tune Data tools: SQL, BI dashboards Working Hours 🕘 Monday to Friday – Australian Business Hours (AEST) Location Brisbane-based (Hybrid) preferred Open to Remote (Australia or Philippines) PH candidates must be willing to work full AEST hours