Head of Client Success - CRUISE CONTROL

📍 Remote (Philippines) | AU Hours (AEST)
💼 Full-Time | Client Success Department

About the Role

We are looking for a Head of Client Success to own and scale the full client experience across our dealership accounts—from onboarding through long-term performance.

This is a foundational leadership role, ideal for someone who thrives in startup environments and wants to build a Client Success function from the ground up. You will work directly with the Founder & Head of Operations and play a key role in shaping systems, processes, and client outcomes using our in-house platform.

This role is approximately 70% Client Service Management and 30% Onboarding Oversight.

Key Responsibilities

Client Success & Account Management

• Own the full client lifecycle for dealership accounts end-to-end

• Lead client communication cadence:

  • Monthly check-ins

  • Weekly touchpoints

  • Performance reports

  • Quarterly business reviews

• Proactively monitor client performance using internal dashboards and AI tools

• Define, track, and optimize KPIs and performance benchmarks

• Manage escalation frameworks (Green / Amber / Red / Critical)

Operational Ownership

• Oversee key operational levers:

  • Payroll cycles

  • Pay reviews

  • Leave approvals

  • Ad-hoc client requests

• Identify workflow gaps and redesign SOPs based on data insights

• Ensure continuous improvement across client experience

Onboarding Leadership

• Oversee onboarding for all new placements

• Lead client integration meetings (KPIs, task design, success criteria)

• Manage 90-day onboarding lifecycle and transition to active status

• Identify trends and improve onboarding processes and SOPs

Team & Function Building

• Build and scale the Client Success team (CSMs, Onboarding Lead)

• Train and mentor team members

• Standardize processes and maintain consistency in client delivery

• Help design department structure and operating rhythm

Systems & AI Optimization

• Work closely with internal tools to:

  • Monitor performance

  • Diagnose issues

  • Improve workflows

• Contribute to the evolution of AI-driven client success tooling

Essential Skills

• Proven leadership in Client Success, Account Management, or Operations

• Strong analytical mindset (KPIs, dashboards, data-driven decisions)

• Excellent English communication (written & verbal)

• Experience using AI tools and modern software

• Strong people management and stakeholder handling skills

• Ability to thrive in startup environments and build systems from scratch

Desirable Skills

• Automotive dealership experience (Sales, Service, Accounts, F&I, etc.)

• Familiarity with Australian dealership systems (DMS)

• Experience with SQL, BI dashboards, or data tools

Desirable Experience

• Managing offshore or distributed teams

• Building SOPs, frameworks, or operational playbooks from scratch

Tools & Systems

• Internal Client Success platform (csm.)

• AI diagnostic tools

• DMS platforms: ERA, Titan, CDK, Pentana, Tune

• Data tools: SQL, BI dashboards

Working Hours

🕘 Monday to Friday – Australian Business Hours (AEST)

Location

• Brisbane-based (Hybrid) preferred

• Open to Remote (Australia or Philippines)

• PH candidates must be willing to work full AEST hours

Technical Requirements:

• Equipment is self-provided

  Computer:

• RAM: 8GB

• CPU/Processor: Intel Core i5 or AMD Ryzen 5 (12th generation or newest)

• HDD/SDD: 512 GB

• Operating System: Windows 11 Home or Pro

  Accessories:

• Power Backup: Powestation, Powerbank, UPS, etc.

• Extra Display: Secondary/External Monitor

• Audio & Video: Noise-Cancelling Headset + Web Cam

  Internet:

• Internet Speed: 40-50 Mbps minimum badnwidth speed for both Download and Uploads.

Contractor Perks & Rewards:

• 20 Paid Time Off

• Referral Bonus – 70 AUD per successful referral to the Wingman platform (paid at 1st month mark with a client contract).

• Annual Trip – connect with the broader Wingman community in person.

• Dedicated Support Contact (CSM) – someone to help you succeed and stay connected.

• Access to a Network – collaborate with fellow contractors and onshore specialists.

• Opportunities to Upskill – optional sessions, peer learning, and developmental pathways.

• More Work, More Opportunity – potential for additional contracts, Statements of Work, or expanded workloads.

• High-Impact Projects – work alongside top-tier Australian partners on meaningful assignments.

• Flexibility First – deliver your work in your way, with full autonomy on how you achieve outcomes.

• Advisory Support – HR, Tax, and setup guidance available to make contracting seamless.

• 100% Work-From-Home Contracts – all engagements designed for remote delivery.

Pre-engagement requirements for Independent Contractors:

• BIR as you are a contractor (Required to submit any contributions required by the government.)

• NBI or Police Clearance

• Any Government-issued ID

Benefits:

• Company events

• Opportunities for promotion

• Promotion to permanent employee

• Work from home