Customer Success

Customer Success & Support Lead – HealthTech

About the Company
An innovative and rapidly scaling healthcare technology company is transforming how patients and healthcare providers interact with diagnostic imaging services globally.
Currently experiencing strong growth both in Australia and internationally, this organisation delivers secure, scalable digital solutions that streamline patient and referrer engagement across healthcare ecosystems.
At the core of their success is a deep commitment to enhancing patient outcomes and healthcare provider experiences through technology-driven innovation.

About the Role
As the Customer Success & Support Lead – HealthTech, you will take ownership of the company's global customer success and support functions, shaping service excellence across healthcare clients, patients, and referring physicians.
This newly created role offers the opportunity to build scalable frameworks, deliver strategic insights, and lead high-performing international teams.
You will work closely with executive leadership to align operational excellence with outstanding customer experience outcomes, ensuring the company remains at the forefront of healthcare technology engagement.

Key Responsibilities

• Lead the end-to-end customer success and support operations across global healthcare clients and patient networks
• Build and implement a world-class customer success framework, driving retention, satisfaction, and advocacy
• Manage KPIs, SLAs, and performance metrics to enhance service delivery across multiple regions and time zones
• Act as the customer's advocate internally, collaborating closely with product, engineering, and commercial teams
• Identify trends, gather insights, and proactively drive continuous service improvement initiatives
• Ensure compliance with healthcare technology standards (e.g., DICOM, HL7, FHIR) and regulatory requirements (HIPAA, GDPR)
• Recruit, mentor, and develop high-performing support teams
• Shape and foster a culture of customer-first thinking, accountability, and operational excellence

About You

• Proven experience leading customer success and/or customer support operations in a healthtech, SaaS, or healthcare technology environment
• Strong leadership and people management skills, ideally across distributed international teams
• Strategic mindset with operational execution capability — you are as comfortable in the boardroom as you are diving into service metrics
• Excellent stakeholder management skills, with the ability to influence internal teams and external healthcare clients
• Deep understanding of healthcare workflows, patient engagement solutions, or diagnostic imaging systems is highly advantageous
• Expertise with support technology platforms (Zendesk, Salesforce Service Cloud, etc.) and a data-driven approach to service leadership
• Highly adaptable, proactive, and thrives in dynamic, high-growth environments

Benefits

• Senior leadership role in a company reshaping healthcare engagement globally
• Work in a collaborative, agile, and innovation-focused culture
• Competitive salary + superannuation + performance incentives
• Hybrid working model (Melbourne CBD office + remote flexibility)
• Direct collaboration with C-level leadership on strategic company initiatives
• Clear career growth pathway as the company expands internationally

How to Apply
If you are passionate about redefining customer success in the healthcare technology space and ready to take ownership of global service excellence, we would love to hear from you.
Apply now with your CV or reach out for a confidential discussion - Maddy Dwyer, Senior Recruitment Consultant - 03 9938 7101How do your skills match this job?How do your skills match this job?Sign in and update your profile to get insights.

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