— Careers · Customer

Customer Success Lead

Own the customer relationship from signed contract to renewal — make every radiology network a reference customer.

Melbourne or Sydney · Full-time · $140k–$175k AUD plus equity

01About the role

Our customers are radiology networks handing us their front phone line — the most operationally sensitive thing a clinic owns. Once implementation hands over a live site, you own the relationship: adoption, expansion across the network’s other sites, executive reporting, and renewal.

This is our first dedicated customer success hire. You’ll define the playbook — onboarding cadence, QBRs, health scores, escalation paths — and then run it. You’ll be in clinics and on calls with practice managers, group operations leads, and radiologists, translating what they experience into what the product does next.

Success in this role looks like: containment and booking rates trending up at every site, expansion to sister clinics without a sales cycle, and customers who take reference calls unprompted.

02What you'll do

  • Own a portfolio of radiology group accounts post go-live: adoption, satisfaction, expansion, and renewal.
  • Build the customer success playbook from scratch — onboarding journeys, business reviews, health metrics, escalation runbooks.
  • Turn platform data (answer rates, containment, recovered no-shows) into narratives operations leaders act on.
  • Be the customer’s advocate internally: triage feedback, quantify impact, and hold the roadmap honest.
  • Coordinate with implementation on smooth handovers and with clinical engineering on protocol change requests.
  • Identify and develop expansion opportunities across multi-site groups.

03What you'll bring

  • 5+ years in customer success, account management, or delivery roles for B2B software — with enterprise or multi-site customers.
  • Experience in healthcare, healthtech, or another regulated, operationally critical domain.
  • Fluency with numbers: you build the spreadsheet, find the story in the data, and present it to an executive.
  • Calm, structured communication under pressure — when a clinic’s phones matter, you are the steady voice.
  • Based in Melbourne or Sydney, with travel to customer sites.

04Nice to have

None of these are required — they're bonuses, not filters.

  • Radiology or medical imaging industry relationships.
  • Experience being the first CS hire or building a CS function.
  • Familiarity with AI products and the expectation-setting they need.
  • Experience with CRM and CS tooling (HubSpot, Vitally, Gainsight or similar).

05What we offer

  • $140k–$175k AUD plus equity.
  • Genuinely flexible hours built around a calm, senior team — no performative overtime.
  • Hardware of your choice and a home-office budget.
  • Four weeks leave plus a company-wide end-of-year shutdown.
  • A seat at the table while the company is still small enough that your opinion sets direction.
— Apply

Apply for this role.

No cover-letter theatre required — a few honest paragraphs about why this role, and a resume. We reply to every application within five business days.

— What happens next
01
We read it

A human reads every application — no keyword filters. We reply within five business days, whichever way it goes.

02
Intro call

Thirty minutes with a founder. Your questions first, then ours. No trick questions.

03
Working session

A practical session shaped around the role — a real problem from our week, not a whiteboard puzzle.

04
Decision

An offer, or specific honest feedback. The whole process usually runs about two weeks end to end.

Applying for Customer Success Lead · Melbourne or Sydney · Full-time

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