Customer Success & Partnerships Lead
Location
Australia
,Sydney
Employment Type
Full Time
Department
Customer Success & Partnerships
Compensation
Negotiable
About Willow
Willow is building the compliance infrastructure for aged care, disability, and healthcare organizations.
Most providers are forced to manage compliance across spreadsheets, shared drives, emails, PDFs, legacy systems, and disconnected software. Evidence lives everywhere. Reporting is duplicated. Audits become stressful projects instead of normal operations. Teams spend more time preparing for compliance than improving care.
The Role
We're looking for a Customer Success & Partnerships Lead to help care organisations get maximum value from Willow and to build the strategic partnerships that accelerate our growth across Australia and internationally.
This is a role for someone who genuinely understands the care sector — who knows that aged care quality managers and NDIS providers are not typical SaaS buyers, and who can meet them where they are. You'll be a trusted advisor to our customers, helping them embed Willow into how they work, navigate their compliance obligations, and stay audit-ready throughout the year.
Key Responsibilities
Onboard new customers and guide them through setting up Willow for their organisation, sector, and framework
Build ongoing relationships with customers, proactively identifying risks to retention and opportunities to deepen engagement
Identify and develop strategic partnerships with peak bodies, consultancies, and sector organisations in aged care, disability, and healthcare
Serve as the primary point of contact for customer escalations, working with product and compliance teams to resolve issues quickly
Collect and synthesise customer feedback to inform the product roadmap and help Willow stay ahead of what providers actually need
Support expansion into new markets by helping us understand how compliance needs differ across Australia, NZ, the UK, and the US
Qualifications
3+ years in a customer success, account management, or partnerships role — ideally within the aged care, disability, or healthcare sector
Strong understanding of how care organisations operate, including the pressure they face around accreditation, audits, and regulatory change
Excellent relationship-building skills — you build trust with senior stakeholders quickly and maintain it over time
Comfortable with SaaS tools and able to guide non-technical users through onboarding and configuration
Bonus: existing relationships with sector peak bodies, consultancies, or software providers in aged care or disability
What We Offer
Competitive salary, commensurate with experience
Flexible, remote-first working arrangements based in Australia
The chance to be the face of Willow for customers who are doing genuinely important work in care
A seat at the table in shaping how Willow grows — your customer and partner relationships will directly influence our strategy
Work with a product that customers genuinely rely on, not just subscribe to