Head of Customer Success

About Wellio It's probably not news to you that wellbeing and mental health issues are rising globally. 40% of young people have experienced a mental health disorder in the past year alone, so chances are you know someone who has been affected.

At Wellio, we help schools put wellbeing at the heart of a student’s school experience, as we believe improving youth mental health is one of the most important challenges of our time.

Around the world, schools are stepping up. They’re putting wellbeing lessons into timetables, investing in student support, and making mental health a genuine priority. But most schools are still forced to piece it all together themselves. Teachers trained in maths and history are asked to deliver wellbeing content, leadership teams are juggling complex student needs, and pastoral and wellbeing staff are often working with fragmented tools and manual processes to identify risk, track interventions, and measure what’s actually working.

We’re changing that.

Wellio is building the world’s first

Wellbeing Management System

that brings the best of student wellbeing practice into one simple system. It helps schools teach wellbeing consistently, spot students who are struggling earlier, coordinate support, and continuously improve outcomes across the full spectrum of care.

And it’s working.

Today, Wellio powers wellbeing programs in

600 schools across 25 countries . We’ve just hit our

fourth year in a row of 100% growth , and we’re scaling fast. Not because wellbeing is a “nice to have,” but because schools are demanding better tools to support students at the pace the world now requires.

It shouldn’t matter which school you attend. Every student should have access to the best tools and support to thrive. Our mission is big, and important, and that’s why we’re looking for the very best people.

About the Role We are looking for a Global Head of Customer Success to own our customer experience as we continue expanding around the world.

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.

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.

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.

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.

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.

Why you should work here

Mission‑driven work. We wake up and work on a globally meaningful problem everyday.

In this role, you’ll be a critical member of one of the fastest growing startups in Australia, with the autonomy to shape and build your own team.

Transparency. We share everything internally because high trust breeds great culture, and knowing the business means better decisions.

We don't take ourselves too seriously. We believe doing great work and holding high standards is easier when you don't take things too seriously. Expect laughter and a healthy dose of weird.

No VC Influence. We’re very much a bootstrapped company, and that’s by design. We value independence and freedom to make decisions and choices that are best for our team and our customers.

Remote‑friendly but culture focused. Our team spans the globe, but has bases in London, Singapore, Sydney, and Melbourne. You’re able to move around the world and work in a way that suits you.

Bi‑annual meetups in Australia and Europe (or whatever fun destination we want to check out). We value bringing people together, both to unlock the creative juices, but also to enjoy time together outside of work.

If you’re excited about helping schools transform wellbeing education, we’d love to hear from you. Please submit your CV and a cover letter that links your skills, passions and experience to the role.

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