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 valuable 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 - National Customer Success Lead (Aged Care 12 Month Contract)

Hybrid: Wynyard (Sydney) / Richmond (Melbourne) 2 office days per week

Hireup Aged Care is the newest division of Hireup supporting Aged Care self managed clients to connect with verified support workers to fill their needs. As the National Lead (Aged Care), you will own the end-to-end client lifecycle.

Working closely with the General Manager, you will lead a dedicated team to ensure exceptional account health, drive client retention, and optimise the service delivery model for scale.

- Own the Customer Success Journey: Oversee the end-to-end B2C service delivery model,



from seamless onboarding to ongoing account health and retention, you will ensure our self-managed clients receive a world-class experience.
- Operationalise Proactivity: Establish what first-class, proactive account management looks like by building the data signals, systems, and team behaviours to back it up.
- Drive Commercial Outcomes: Hold ultimate accountability for retention, tenure, and revenue performance across the managed client base (driving hours, client volume, and unit economics).
- Operationalise Excellence: Dive into the data (platform usage, fill rates, scheduling) to identify friction points. You’ll collaborate with Product, Data, and Ops teams to build scalable solutions that improve the customer experience and team efficiency
- Inspire a High-Performing Team: Lead, coach, and mentor a close-knit team of 2-3 frontline staff, fostering a culture of accountability, care, and high performance aligned with Hireup’s core values.

Your Background

We are looking for a commercially minded, operationally strong leader who knows how to drive B2C growth while keeping the customer at the center of every decision.

- Aged Care Sector Expertise: You bring proven experience in an operational, customer success, or commercial role deeply embedded within the Aged Care sector. You understand the regulatory landscape and the unique needs of older Australians.
- Customer Success / Account Management Leadership: You have a strong track record of managing the B2C customer lifecycle, driving retention, increasing utilisation,



and managing account health.
- People Leadership: You are an experienced people manager who knows how to motivate a customer-facing team in a fast-paced environment.
- Data-Driven Problem Solver: You are highly operationally minded. You use data to diagnose problems, navigate ambiguity, and build scalable processes.
- Exceptional Communicator: You can seamlessly adapt your communication style whether you are coaching a team member, presenting to executives, or resolving a complex client escalation.

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 [email protected]

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.

📌 National Customer Success Lead (Aged Care) - 12 month contract (Melbourne)
🏢 Hireup
📍 Melbourne