Customer Success Specialist

We're Hireup, delivering disability and aged care support as it should be.
Our story.
It started with a family and their challenge to find disability support that worked for them. They needed more, and knew that people with disability could have more independence, choice and control in their lives. The Hireup purpose was born, and now we strive to enable the pursuit of a good life for everyone. 

Support as it should be.
We're Hireup and we've supported thousands of clients and support workers across Australia. Now, we're on a mission to ensure that people living with disability and elderly Australians can access the right support for the moments that matter for them. We do this through combining digital tools with the reliability of someone to help when it matters most.

The ask?
Our mission sets a new standard for disability and aged care support, working in a world of transformation whilst delivering reliable services every day. Authenticity, curiosity and tenacity is a must. Resilience will be key. We will live the 'power of yes' and push for the best (we might not always get it right) but we'll work together to tackle opportunities, hold each other up and be there in the moments that matter to you and our community. 

What You'll Do - Customer Success Specialist
As Customer Success Specialist, you will manage the onboarding, engagement, and growth of aged care provider partners on Hireup. You will be the key point of contact for aged care providers and coordinators, supporting them to understand our platform, confidently onboard their teams, and grow their use of Hireup support workers to meet their client needs.

This is the first role of its kind at Hireup, so you will also be responsible for building out the customer success function for the Aged Care team. You will design and test scalable processes, tools, and engagement approaches to support aged care provider and coordinator success as the team grows.

• Qualify and manage inbound aged care provider and coordinator leads, progressing them from interest to onboarding to activation.
• Onboard new aged care providers and coordinators and their teams to the Hireup platform
• Build and maintain strong relationships with provider stakeholders (executive, operational, rostering, and care coordination teams)
• Deliver training and support to users to drive adoption of the platform
• Monitor provider performance, usage, and satisfaction, and address any barriers
• Design and document repeatable processes, playbooks, and systems for provider success

Your Background

• Proven experience in customer success, ideally within aged care or SaaS industries
• Proven experience in designing processes, playbooks, and systems for provider success.
• Ability to contribute to the design of team structure, tooling, and KPIs as the customer success function scales.
• Confident and comfortable working in a start-up environment
• Strong oral and written communication and interpersonal skills, with confidence presenting to external stakeholders and clients
• Skilled at building trust and influencing stakeholders at all levels, with the ability to manage multiple relationships and priorities
• Experience qualifying and converting inbound leads in a B2B or service context

Why Should You Join?

You'll have the opportunity to join our story and develop the next chapter of your own. You'll become a critical part of a purpose-driven team, delivering our mission for people with a disability and elderly Australians. Wherever you fit best within our organisation, our mission will ignite you, and our authentic, united and diverse workplace will help you flourish. 

You Will Get:

• Opportunities to develop - we are always learning
• We're a hybrid organisation, working together in our offices 2 days a week including Thursdays
• Generous leave options including 12 weeks paid parental leave and 7 additional days to help you pursue your 'good life' and learning goals
• Allowances to support you in your work set up and professional development
• Wellbeing programs, health and fitness discounts to help you stay happy and healthy at work

Join us in delivering disability and aged care support as it should be
Apply now
through the button below or please contact Shanice for any enquiries via

People with lived experience of disability are strongly encouraged to apply.
If there are reasonable adjustments we can make to a recruitment process, role or your work environment to help you shine or you have a preferred method of contact, just let us know via the contact above.