Head of Customer Success

C3 Talent

Executive role in fast-growing technology driven company disrupting the Aged Care sector

  • Make a tangible difference to the lives of others
  • Disruptive cutting-edge technology
  • Brisbane CBD based, National Remit
Five Good Friends (FGF), an approved provider of in-home aged care and NDIS services was established 5 years ago to disrupt the status quo and drive a higher level of quality service in the sector. Since inception it has attained phenomenal growth and is invited back into the homes of over 1200 clients (members and their families) to provide help and support across QLD, NSW, VIC and SA.

As Australia’s first technology enabled care services business, Five Good Friends helps its members to live vibrantly in their own homes by wrapping a high quality, proactive care team around them and their families. It’s world class technology gently coordinates in the background to enable the care teams to perform their best work and deliver exceptional outcomes to all. The technology empowers members and their families to have greater control, transparency and personal management of their care. 

Reporting to the Co-Founders, this is a newly created Executive role. The Head of Customer Success will lead and motivate a diverse team across three distinct areas – Care Advice, On-Boarding and Member Services to deliver to new and existing members an exceptional level of service in a manner that delights them. Bring your creativity and innovation to drive a cohesive world class service delivery centred on value-based care, a philosophy that measures and monitors an individual’s reported outcomes and experiences of their health and well-being.

Your challenges will be:
  • To inspire your team to greatness by acting cohesively, not in isolation, and encouraging them to be proactive and think strategically in all their daily actions.
  • To reimagine and elevate the existing member engagement process. Using technology to enhance the process facilitating timely responses that enable FGF to deliver the highest quality member experience in the sector.
  • To drive a sales growth mentality across the customer success team and ensure members receive the most value from Five Good Friends driven by the value-based care philosophy, long-term strategy and measurable transparent KPIs;
  • To appropriately challenge and question current processes and systems for their relevance in the new world. Remove bottlenecks leading to tangible improvements across the team in all their activities and outcomes;
  • To imbed a value-based care mindset in the team that is concentrated on the health outcomes and member experiences, using technology to measure data that ensures the well-being and health of each member is at the centre of each decision; and
  • To have all team members adopt a “business owner” mindset leading to a can-do attitude that fixes and solves problems rather than waits for direction on how to overcome them.
You will be a degree qualified individual who has been an Executive leader in a technology-based service provider or software-based enterprise. You possess significant practical involvement in customer success and go-to-market strategy in a rapidly scaling, technology start-up in a B2C environment, ideally within the B2C digital health, fitness tracking or digital wellness sectors.

You are a creative thinker who analyses data to create meaningful insights and understands the cost of acquiring clients and have successfully implemented strategies that lower the acquisition cost yet appeal to clients. Your solid project management capability ensures the timely conclusion of multiple complex projects.

A naturally empathetic, compassionate and decisive leader who strives for commercial success but also possesses an underlying motive to assist those in need across the community and make a tangible difference to their lives will thrive in this opportunity. You can set a vision for your team using your proven interpersonal skills and high levels of EQ to get them to embrace the journey and truly disrupt and raise the expected level of customer service across the sector.

If you are motivated to join Five Good Friends and work a regular 38-hour week, undertake meaningful impactful work and solve problems that help others lead better lives, let us know why this is your next role.  The work and benefits are designed to help you live a fulfilling life, both at work and outside and the culture is one of honesty, flexibility and kindness.  

If you have questions about this unique opportunity contact either Chris McWilliam (0448 880 712) or Peter Murphy (0429 703 234). To apply online please forward your resume quoting ref no 703850