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