ShiftCare is a rapidly growing SaaS platform serving the care and support services industry. Our solution helps care providers, aged care organisations, and allied health professionals streamline operations through advanced rostering, scheduling, invoicing, payroll, and compliance tools. We empower care providers to focus on what matters most - delivering quality care.
We are seeking a Customer Success Team Lead to head our North America Customer Success operations. This role blends high-impact leadership with direct technical account management, strategic onboarding delivery, and Board-level reporting.
As the Customer Success Team Lead – North America, you will:
- Lead all Customer Success operations for our North America region, overseeing a remote, high-performing team.
- Personally manage top-tier accounts, including integration-heavy and multi-site deployments.
- Deliver technically complex onboarding and ensure ongoing customer success through adoption, expansion, and retention strategies.
- Act as the technical and strategic liaison between customers and ShiftCare’s Product, Engineering, and Support teams.
- Report on regional CS performance, churn risk, and expansion opportunities directly to the Leadership Team and Board.
- Lead and manage the North America CSM team, setting performance targets, KPIs, and ensuring alignment with company objectives.
- Conduct regular 1:1 coaching, quarterly performance reviews, and skill development sessions.
- Coordinate resource allocation and workload balancing across accounts, prioritising strategic accounts and onboarding projects.
- Develop and refine processes for CS operations to improve efficiency, consistency, and customer satisfaction.
- Own strategic and technically complex accounts, providing expert guidance on ShiftCare’s capabilities, integrations, and workflows.
- Manage integrations with payroll, accounting, and communication systems.
- Provide advanced troubleshooting and work with Engineering to resolve escalated technical issues.
- Support customers with compliance-related configuration and multi-region deployments.
- Lead onboarding for Tier 1 North American customers, from discovery to go-live, ensuring time-to-value is achieved within targeted timelines.
- Create customised onboarding plans that address customer workflows, compliance needs, and technical integrations.
- Deliver executive-level training and change management for large customer teams.
- Monitor adoption metrics, proactively addressing low engagement or feature underutilisation.
- Produce detailed Board-level reports on account health, churn risk, and expansion opportunities for the North America market.
- Provide data-driven insights to inform product strategy and CS process improvements.
- Partner with Sales to identify upsell and cross-sell opportunities based on product usage trends.
- Represent the North America CS team in cross-functional leadership meetings.
Essential
- 5+ years in Customer Success, Technical Account Management, or related SaaS roles, with at least 2 years in a leadership capacity.
- Proven success leading a regional or geographically distributed Customer Success team.
- Strong technical expertise, including experience with SaaS integrations, APIs, and multi-system workflows.
- Demonstrated experience onboarding and managing enterprise or high-value customers in complex product environments.
- Skilled in executive and Board-level reporting, with strong data analysis capabilities.
- Exceptional communication and stakeholder management skills.
- Located in West Coast USA timezone, with flexibility to collaborate with Australian teams.
Desirable
- Experience in care, healthcare, or compliance-heavy industries.
- Familiarity with rostering, scheduling, payroll, and workforce management platforms.
- Experience working in fast-paced scale-up environments.
- Opportunity to lead North America’s Customer Success operations for a fast-growing SaaS provider.
- Work directly with a global leadership team shaping the future of care technology.
- Flexible, fully remote work environment.
- Competitive salary, benefits, and career development opportunities.
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What We Do
ShiftCare software makes home care more efficient. From shared client profiles and team organisation, to simplified billing, we enable service providers to deliver higher standards of care, and grow their business. https://linktr.ee/shiftcare ShiftCare has several advantages that make it highly suitable for Australian Health Services providers: 1. Less time to manage rosters, staff and clients 2. Taking the complexity out of managing many patients with different care requirements and billing rates 3. Integration with National Disability Insurance Scheme (NDIS) means less time to submit claims and faster payments 4. Connecting data between patients, shifts, time sheets and billing, eliminating duplication, errors and revenue leakage 5. Automated notifications (SMS or email) to staff when a shift is confirmed, changed or cancelled, improving the communication between staff and management >>> If you need to change the way you manage staff and bill your clients, please get in touch to arrange a free trial of ShiftCare. >>> ShiftCare Roster staff. Manage clients. Fetch payments. https://shiftcare.com
