Head of Client Experience

About the role

Zato is looking for a senior leader to own and grow its client relationships across Australia and New Zealand. You will be the trusted face for accounting firm partners and directors, ensuring they receive exceptional service and that their business expands on Zato’s platform.

Key responsibilities

• Own and expand the existing Connect client base while identifying new opportunities.
• Serve as the primary point of contact for partners and directors, driving retention and upsell.
• Manage the full client lifecycle: onboarding, ongoing care, renewal, and advocacy.
• Handle complex or sensitive client situations with professionalism.
• Represent client feedback internally to influence product and service improvements.
• Build, lead, and scale a client‑experience team as the business grows.

Required profile

• 7+ years of experience in client relationship management, customer success, or account management, preferably in accounting, fintech, or professional services.
• Proven track record of retaining and growing a client portfolio with measurable results.
• Credibility with accountants; an accounting qualification (CA or CPA) or relevant experience is a strong advantage.

Required skills

What we offer

• Opportunity to shape a fast‑growing, category‑defining platform.
• Leadership role with direct impact on business growth.
• Collaborative environment with experienced founders and operators.