Customer Success Manager

Job Title: Customer Success Manager

Company: 13SICK (National Home Doctor)

Employment Type: Full-time

Location: Hybrid / On-site - Sydney

Schedule: Flexible roster across operational hours, evenings, weekends and public holidays.

Reports to: Chief Customer Officer

Help Shape the Future of After Hours Healthcare

At 13SICK, we believe access to healthcare shouldn’t stop when regular clinics close.

As Australia’s leading provider of after-hours home visiting and telehealth bulk billed medical services, we support patients and doctors nationwide to deliver care when people need it most.

We’re looking for a Customer Success Manager who is passionate about people, operational excellence, and creating meaningful change. This role is ideal for someone who thrives in fast-paced environments, loves improving experiences, and wants to build a long-term career pathway into healthcare operations and healthcare management leadership.

This role offers a unique opportunity to drive transformational change, improve healthcare experiences at scale, and establish a career pathway into healthcare management and leadership.

About the Role

As Customer Success Manager, you will be responsible for improving and evolving the patient and doctor journey across our after-hours healthcare service.

You will work across people, process, technology, and performance to create exceptional experiences for both our doctors and patients. You’ll lead operational improvements, drive change initiatives, influence team behaviours, and build scalable processes that support healthcare delivery nationally.

You will partner closely with operational leaders and frontline teams to identify opportunities, implement change, and create measurable improvements across service quality, engagement, and efficiency.

What You’ll Do

Customer Experience & Success

• Champion exceptional experiences for both patients and doctors across every interaction
• Identify friction points in the service journey and implement solutions to improve satisfaction and outcomes
• Drive initiatives that strengthen engagement, trust, and service quality

Change Management & Continuous Improvement

• Lead operational change initiatives that improve efficiency, service delivery, and customer outcomes
• Build scalable processes and support teams through periods of growth and transformation
• Embed continuous improvement principles into day-to-day operations

People Leadership & Capability Development

• Coach and develop frontline teams to create a customer-first culture
• Support leaders and team members through change adoption and new ways of working
• Create development pathways and uplift capability across the operation

Operational Excellence

• Work closely with workforce and operational teams to optimise service delivery
• Use data and insights to identify trends and recommend improvements
• Support smooth execution of operations across extended service hours

Technology & Innovation

• Drive adoption of new technologies and digital processes
• Identify opportunities to automate, simplify, and enhance the customer experience
• Partner with teams to ensure systems support operational success

About You

• You are passionate about delivering outstanding customer experiences and improving healthcare access
• You have experience leading teams, driving change, or improving customer operations
• You think strategically but are equally comfortable rolling up your sleeves and making things happen
• You are highly organised, adaptable, and thrive in fast-moving environments
• You are data-driven and use insights to make decisions and influence outcomes
• High competency in technology and confidence navigating multiple systems and platforms to improve customer outcomes
• You communicate effectively and can engage stakeholders at all levels
• Healthcare, operations, customer success, service delivery, or contact centre experience is highly regarded

Why Join 13SICK?

• Build a meaningful career in healthcare management and operational leadership
• Be part of a business transforming how after-hours healthcare is delivered across Australia
• Work with a team that values innovation, ownership, and customer impact
• Real opportunities for growth, progression, and leadership development
• Make a genuine difference in the moments people need care the most

If you’re passionate about leading change, improving experiences, and building the future of healthcare operations — we’d love to hear from you.

• Apply now and help redefine after-hours care at 13SICK.