📍 Remote (Philippines) | AU Hours (AEST)
💼 Full-Time | Client Success Department
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.
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)
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
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
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
Work closely with internal tools to:
Monitor performance
Diagnose issues
Improve workflows
Contribute to the evolution of AI-driven client success tooling
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
Automotive dealership experience (Sales, Service, Accounts, F&I, etc.)
Familiarity with Australian dealership systems (DMS)
Experience with SQL, BI dashboards, or data tools
Managing offshore or distributed teams
Building SOPs, frameworks, or operational playbooks from scratch
Internal Client Success platform (csm.)
AI diagnostic tools
DMS platforms: ERA, Titan, CDK, Pentana, Tune
Data tools: SQL, BI dashboards
🕘 Monday to Friday – Australian Business Hours (AEST)
Brisbane-based (Hybrid) preferred
Open to Remote (Australia or Philippines)
PH candidates must be willing to work full AEST hours