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Senior Customer Success Manager
Full-time
Medbill is looking for a hands-on Senior Customer Success Manager to lead and develop our Customer Success function.
This is an opportunity to help build and scale customer success within a well-established medical billing services company supporting over 1,000 specialist doctors and practices nationwide, as we develop our healthcare SaaS platform.
You’ll help shape how we combine people, technology and AI to deliver better customer outcomes —simplifying onboarding, improving communication, identifying service issues earlier and making complex healthcare processes easier for clients and our teams.
We’re looking for someone who has built strong teams, improved customer-facing operations and knows how to turn ideas into changes that work in practice.
What you’ll do
Own the customer journey, from onboarding and technology adoption through to ongoing engagement, retention and growth
Support our capable Customer Success team, with clear expectations, accountability and support
Develop trusted relationships with doctors and practice managers, including handling complex issues and commercial conversations
Establish meaningful measures of customer satisfaction, service performance and retention, and use them to guide action
Work closely with Sales, Product and Operations to resolve recurring problems and improve how we deliver our services
Identify opportunities to apply AI and automation to customer onboarding, communication and service workflows
Turn customer feedback into practical improvements across our services and technology
What we’re looking for
Proven experience leading Customer Success, Customer Experience or complex customer-facing operations
A track record of developing people, strengthening accountability and improving team performance
Strong commercial judgement and an understanding of how service quality, retention and growth connect
Confidence working with senior stakeholders and getting into the detail alongside the team
A practical, collaborative leadership style, with strong communication and follow-through
Interest in using technology, data and AI to improve how services are delivered
Experience in SaaS, HealthTech, healthcare, financial services or other complex service environments is highly regarded.
Spring Hill, Brisbane | HealthTech / SaaS | Full-time
