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ShiftCare

Senior Customer Success Manager (Onboarding) | Project Management Skills

Macquarie Park , Australia

AI overview

Lead customer onboarding projects while optimizing workflows and enhancing customer experience in a SaaS environment.

About the Company:

At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer trends, and driving continuous improvement in the customer experience.

We’re looking for a Senior Customer Success Manager who has hands-on experience leading customer onboarding and who also brings formal project management capability, gained from managing complex initiatives for large enterprise customers.


Responsibilities:

  • Lead end-to-end implementation of the Dot Compliance eQMS solution, including project planning, scope definition, scheduling and delivery oversight.
  • Act as the primary point of contact for customers during project execution, managing communications and expectations.
  • Provide training, coaching and mentorship to help customer stakeholders develop their quality management system knowledge
  • Coordinate with technical consultants, validation specialists, and product teams to ensure deliverables meet quality and regulatory standards.
  • Conduct project governance meetings, track milestones, and report on progress and risks to both internal and client stakeholders.
  • Demonstrated ability to manage multiple projects and priorities simultaneously.

Requirements

  • 4+ years’ experience in Customer Success or Onboarding roles within SaaS or technology environments.
  • Demonstrated project management experience is essential, gained from leading or owning complex initiatives.
  • Proven experience working with large enterprise or highly complex customer accounts.
  • Strong ability to manage multiple stakeholders, priorities, and parallel workstreams.
  • Highly organised, detail-oriented, and comfortable operating in structured delivery environments.
  • Track record of driving successful onboarding outcomes while delivering projects to plan.

ShiftCare

ShiftCare’s innovative software platform helps Australia’s disability support providers, in-home aged carers and allied health professionals, streamline the way they do things 🧑🏽‍⚕️📲 ✅By creating efficiencies in rostering, client management and billing, we enable businesses to grow, while creating more time for what matters most – supporting clients, and helping them lead healthier, happier lives.Working with usWe’re a small but rapidly growing start-up that strikes the balance between work and play 🧑‍💻 ➡️ 🏄‍♂️Based at Fishburners, one of Sydney’s leading tech co-working spaces, our diverse team embraces a culture of dedication and enthusiasm.Whether you choose to work on-site with us, where you’ll rub shoulders with other start-ups, enjoy perks like complimentary coffee, beer and the occasional pizza, or remotely, at hours that suit you, you’ll soon feel like part of a team making a difference.Key Benefits: Be part of a small, rapidly growing business. Flat structure – take responsibility, be your own boss, and help us shape the direction of the business. Company laptop provided (Mac or PC) Based at Fishburners, Sydney CBD – a leading start-up community. Our valuesWe’re no cult. But we do have a set of values inspiring all who work with us.☝️ People-first - We’re a tech company, but people come first. We believe in better – enabling better quality care, and encouraging people to be at their best, by creating a fun, supportive environment to draw on their passions.🤩 Optimism - We see the good in people. Born problem-solvers, with a positive mindset, we rise to any challenge – a better way of doing things is never far away.🤝 Collaboration - Everyone has something different to offer. By recognising our own strengths, and those of others, we work together in harmony to achieve outstanding results.🤸‍♂️ Independence - We don’t believe in hierarchy. You’ll work side by side with the founders, yet have the opportunity to take responsibility for your efforts and help shape the future of the business.

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