[Hiring] Customer Success Operations Manager @Medibank Private Limited

Role Description

This is a pivotal role at the heart of our Customer Success function; designed for someone who thrives on bringing structure, clarity, and momentum to complex environments.

As the Customer Success Operations Manager, you’ll lead the enablement engine that powers the entire customer success lifecycle, from early opportunity identification through to delivery, impact, and continuous improvement. You’ll create the operational backbone that allows customer-facing teams to focus on what matters most: building relationships, driving growth, and delivering meaningful outcomes.

You’ll also play a key leadership role, building and scaling a high-performing coordination team while shaping best-in-class ways of working across a fast-evolving, commercially focused environment.

Key Responsibilities

• Own and enable the end-to-end customer success cycle, ensuring opportunities move seamlessly from discovery to delivery, with clear structure, cadence, and governance.
• Lead market and opportunity scanning, identifying tenders, funding programs, and emerging signals, and coordinating early-stage qualification and decision-making.
• Drive high-quality proposals and tenders, managing timelines, governance, and cross-functional inputs to deliver compelling, compliant submissions.
• Enable customer engagement, preparing strategic briefing materials, meeting packs, and ensuring actions are captured and progressed effectively.
• Oversee contract governance and lifecycle coordination, supporting onboarding, renewals, and smooth transition into delivery.
• Coordinate customer impact reporting, enabling data-led storytelling, performance insights, and continuous improvement across engagements.
• Own internal reporting and data integrity, ensuring Salesforce and reporting systems provide accurate, real-time insights to support decision-making.
• Lead and develop the Customer Success Coordinator team, building scalable capability and fostering a proactive, high-quality operational culture.

Qualifications

• Proven experience leading operations, enablement, or coordination functions in complex, multi-stakeholder environments.
• Strong understanding of proposal, bid, and contract lifecycle processes.
• Demonstrated ability to design and implement end-to-end operating models or ways of working.
• Exceptional stakeholder management, communication, and coordination skills.
• Strong analytical thinking and ability to translate data into actionable insights.
• Experience leading or developing small teams and building scalable processes.
• A mindset that blends commercial acumen, adaptability, and human-centred thinking, with a focus on delivering meaningful customer outcomes.

Benefits

• Great work-life balance - this role has lots of freedom to work from home and home could be anywhere in Australia!
• Impressive, 35% subsidised Medibank/ahm health insurance which can also include your pets, cars, upcoming travel, and house!
• 25% discount on travel insurance for employees.
• 14-weeks paid parental leave for all eligible employees, regardless of whether you are the primary or secondary carer.
• Feel Good Health Hub – a digital platform for your mobile that gives you access to a range of clinical health and wellbeing services.
• Great Discounts – access to various discounts across a range of partners including Apple, Samsung, Telstra, HP, SpecSavers, Cinema & Theme park tickets, Wyndham Travel and more.

Company Description

At Medibank, we’ve recently unified our health services under one brand – Amplar Health. With over 1000 employees, our nurses, GPs, and other amazing allied health professionals focus on improving healthcare experiences and championing greater access, choice, and control for people in Australia when it comes to managing their health.