Customer Experience Lead

MealSuite

Customer Experience Lead responsible for establishing customer experience strategy in Australia while managing client interactions and support. Working with global teams to adapt processes and ensure customer satisfaction.

Posted 6/22/2026full-timeSydney • 🇦🇺 AustraliaSenior💰 A$75,000 - A$87,500 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for Australian customers, managing support inquiries across email, chat, and video while maintaining strong CSAT and response times
Lead end-to-end implementations, including project scoping, configuration guidance, onboarding, and go-live readiness
Own customer success outcomes by managing account health, driving product adoption, and ensuring retention across your portfolio
Build strong relationships with customer stakeholders through regular check-ins and business reviews, identifying risks and growth opportunities
Partner with global CX, Product, and Engineering teams to troubleshoot issues, escalate trends, and improve overall experience
Adapt global playbooks for the Australian market and document new processes to support scale
Represent the voice of Australian customers internally, advocating for market-specific needs and influencing product and CX strategy
Help define and build the future CX team structure in Australia as the business grows

Requirements

What you’ll need

3–6+ years of experience in customer-facing roles across at least two of: support, customer success, or implementation
Proven ability to manage a portfolio of customers, including onboarding, adoption, and retention outcomes
Experience working in B2B SaaS environments and familiarity with customer lifecycle management
Strong problem-solving skills with the ability to troubleshoot technical issues and coordinate cross-functional solutions
Experience working with tools such as Salesforce, Zendesk, or similar CX/CRM platforms
Demonstrated ability to operate independently in ambiguous, fast-paced environments
Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders
Experience working across time zones and collaborating with distributed teams
Bonus: experience in healthcare, senior living, or adjacent industries; experience in a market-launch or “team of one” environment

Benefits

Comp & perks

Unlimited paid time off – we trust our employees to create balance
Retirement savings support – RRSP/401(k) matching at 100% up to 3%
Health benefits – medical, dental, vision, life & disability insurance, and paid parental leave starting day one
Hybrid flexibility – balance in-person collaboration with remote work
Work-life balance – 90%+ of employees feel supported by their leaders
Employee Share Ownership Plan (ESOP) – share in MealSuite’s growth
Career development opportunities – we support your long-term goals
Purpose-driven work – our mission aligns with the values of 90%+ of employees

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successimplementationonboardingproduct adoptionretentioncustomer lifecycle managementproblem-solvingtroubleshootingcross-functional coordination

Soft Skills

communicationrelationship buildingindependenceadaptabilitystakeholder management