Customer Experience Lead – Australia

About the role

MealSuite is looking for a Customer Experience Lead to launch and grow its CX function in Australia. As the first CX team member in the region, you will own the full customer lifecycle—from onboarding and implementation to ongoing success and retention—while bridging global strategy with local market needs.

Key responsibilities

• Serve as the primary point of contact for Australian customers, handling support via email, chat and video while maintaining high CSAT and response times.
• Lead end‑to‑end implementations, including project scoping, configuration guidance, onboarding and go‑live readiness.
• Manage account health, drive product adoption and ensure retention across your portfolio.
• Conduct regular check‑ins and business reviews to identify risks and growth opportunities.
• Collaborate with global CX, Product and Engineering teams to troubleshoot issues, escalate trends and improve the overall experience.
• Adapt global playbooks for the Australian market and document new processes to support scaling.
• Represent Australian customer voice internally, influencing product and CX strategy.
• Help define and build the future CX team structure in Australia as the business expands.

Required profile

• 3–6+ years of experience in customer‑facing roles, covering at least two of support, customer success or implementation.
• Proven track record managing a portfolio of B2B SaaS customers through onboarding, adoption and retention.
• Strong problem‑solving ability and comfort working independently in fast‑paced, ambiguous environments.
• Excellent communication skills with the ability to translate technical concepts for non‑technical stakeholders.
• Experience collaborating across time zones and with distributed teams.

Required skills

• Salesforce
• Zendesk
• Other CX/CRM platforms