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 interactionIdentify friction points in the service journey and implement solutions to improve satisfaction and outcomesDrive initiatives that strengthen engagement, trust, and service qualityLead operational change initiatives that improve efficiency, service delivery, and customer outcomesBuild scalable processes and support teams through periods of growth and transformationEmbed continuous improvement principles into day-to-day operations
People Leadership & Capability Development
Coach and develop frontline teams to create a customer-first cultureSupport leaders and team members through change adoption and new ways of workingCreate development pathways and uplift capability across the operation
Operational Excellence
Work closely with workforce and operational teams to optimise service deliveryUse data and insights to identify trends and recommend improvementsSupport smooth execution of operations across extended service hours
Technology & Innovation




Drive adoption of current technologies and digital processesIdentify opportunities to automate, simplify, and enhance the customer experiencePartner with teams to ensure systems support operational success
About You
You are passionate about delivering outstanding customer experiences and improving healthcare accessYou have experience leading teams, driving change, or improving customer operationsYou think strategically but are equally comfortable rolling up your sleeves and making things happenYou are highly organised, adaptable, and thrive in fast-moving environmentsYou are data-driven and use insights to make decisions and influence outcomesHigh competency in technology and confidence navigating multiple systems and platforms to improve customer outcomesYou communicate effectively and can engage stakeholders at all levelsHealthcare, operations, customer success, service delivery, or contact centre experience is highly regarded
Why Join 13SICK?
Build a meaningful career in healthcare management and operational leadershipBe part of a business transforming how after-hours healthcare is delivered across AustraliaWork with a team that values innovation, ownership, and customer impactReal opportunities for growth, progression, and leadership developmentMake 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.
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📌 Customer Success Manager (Sydney)
🏢 13SICK National Home Doctor
📍 Sydney