Customer Experience Lead

About the role

About MealSuite MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We're a fast-growing team working on meaningful problems that directly impact patient and resident care. About the Role We are seeking a Customer Experience Lead (Australia) to establish and lead our customer experience presence in a new market. As our first CX team member in Australia, you will act as a true generalist across support, implementation, and customer success-owning the full customer lifecycle from onboarding through long-term relationship management. This role is critical to our expansion into Australia, serving as the bridge between our global CX strategy and local customer needs. You will support customers directly, deliver implementations, drive retention and growth, and represent the voice of the market internally. This is a high-ownership, builder-style role ideal for someone who thrives in ambiguity and enjoys creating structure where none exists. What You'll Do 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 What You Bring 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 Why You'll Love Working Here 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 Compensation $75,000 - $87,500 AUD Additional Information We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation during our application process, please contact us at accommodations@mealsuite.com. MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people. This is an active hiring need.

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