Chief Customer Officer

Overview At DappleOS , we're transforming how clinics grow, stay compliant, and deliver exceptional care. As Australia's leading healthcare SaaS platform , DappleOS empowers registered healthcare professionals to work smarter, not harder — so they can focus on what matters most: better patient outcomes . Our next-generation, compliance-first operating system brings clinical, operational, and business management into a single, intelligent platform that's redefining how clinics scale. The Role The Chief Customer Officer (CCO) is a key member of the executive leadership team, responsible for defining and executing the end-to-end customer experience strategy . This role ensures every customer touchpoint — from onboarding to renewal — delivers measurable value, drives retention, and deepens advocacy. The CCO will own Customer Success, Onboarding, Support, Training, and Professional Services , transforming them into scalable growth engines aligned with DappleOS's global product and market ambitions. The successful applicant would be expected to work primarily from our Newstead, Brisbane headquarters. Occasional travel within Australia may be required for client engagements. The CCO will be responsible for leading a team of four direct reports and will report directly to the Chief Operations Officer (COO) and Chief Executive Officer (CEO). Key Responsibilities 1. Customer Experience & Success Leadership Design and lead a holistic customer experience strategy spanning onboarding, enablement, adoption, and renewal across clinics, communities, and enterprise partners. Define success metrics for activation, engagement, retention, and expansion . Implement structured Customer Growth models that surface upsell and cross-sell opportunities. Oversee high-touch success programs tailored to customer tiers and lifecycle stages. Champion clinical best practices and digital transformation for clinics onboarding to deliver seamless, high-value customer experiences. 2. Customer Operations & Enablement Lead the Customer Success team to deliver consistent, high-quality experiences across all markets. Design and implement enterprise deployment frameworks for large clinic groups and white-label partners. Present branded educational events , both virtual and in-person, to highlight the features of the DappleOS platform to current and potential clients. Establish customer education pathways through Dapple Academy, embedding compliance, business, and operational excellence training. 3. Voice of the Customer & Advocacy Build structured feedback loops between customers, product, and marketing to inform roadmap priorities. Launch and scale Customer Advisory Councils to influence innovation, compliance features, and industry standards. Champion advocacy through ambassador, referral, and case study programs , building a thriving customer community. 4. Global Expansion Enablement Localise customer success operations for international rollouts, adapting to local compliance and clinical frameworks . Establish global onboarding, support, and success playbooks to enable repeatable scalability. Drive community engagement and ecosystem partnerships to grow the DappleOS global footprint. 5. Data, Insights & Automation Leverage AI-driven analytics to monitor engagement, satisfaction, and renewal probability. Drive AI and automation across customer workflows — from self-serve onboarding to in-product education and real-time Q&A support. Develop actionable dashboards for customer health, churn prediction, and success metrics . 6. Strategic Growth Alignment Partner with the Chief Growth Officer (CGO) to align customer lifecycle management with marketing and sales strategies. Collaborate with the Chief Technology Officer (CTO) and Chief Product Innovator (CPI) to ensure product development reflects evolving customer and compliance needs. Contribute to executive-level reporting on retention, NRR, CLV, and customer satisfaction metrics. What You'll Bring Applicants must have Australian work rights at the time of application. Experience 7+ years in Customer Success,