Customer Success Manager

PratixBI; Australia; Remote; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

90-day onboarding plan

Direct access to founding team

Flexible working arrangements

Work with real healthcare businesses

Job summary

PratixBI is hiring a Customer Success Manager to help healthcare practices onboard, achieve KPI goals, and extract measurable value from the PratixBI platform each quarter. The role is full-time and remote across Australia, with a focus on healthcare customers.

Ideal candidates have 3+ years in customer success or related roles, strong analytical skills, and excellent communication to engage stakeholders. You will own onboarding, drive quarterly reviews, and support renewals.

Qualifications

• 3+ years in a customer success, account management, or client services role.
• Strong analytical mindset for interpreting business performance data.
• Excellent verbal and written communication with busy stakeholders.
• Structured, process-oriented approach to managing a portfolio.

Responsibilities

• Own onboarding process for new practice customers — from data integration to first live dashboard and quarterly reviews.
• Conduct structured quarterly performance reviews with practice owners and managers, interpreting KPI trends and identifying improvements.
• Proactively monitor customer health metrics and intervene early when engagement or outcomes trend negatively.
• Build and maintain relationships with owners, managers, and clinical leads across each practice.
• Advocate for customer needs and feed insights into product development and operations.
• Develop and maintain customer success playbooks, onboarding guides, and best-practice documentation.
• Identify expansion opportunities and collaborate with the team on renewals.

Skills

Customer Success

Account Management

SaaS

Data-driven

Job description

Full-time Remote – Australia Healthcare experience preferred

Customer Success Manager

Help healthcare practices onboard, hit their KPI goals, and extract genuine, measurable value from the PratixBI platform each quarter.

Key responsibilities

• Own the onboarding process for new practice customers — from initial data integration through to first live dashboard and quarterly review cadence
• Conduct structured quarterly performance reviews with practice owners and managers, interpreting KPI trends and identifying improvement opportunities
• Proactively monitor customer health metrics and intervene early when engagement or outcomes trend in the wrong direction
• Build and maintain strong relationships with key stakeholders across each practice — owners, practice managers, and clinical leads
• Serve as the internal advocate for customer needs, feeding structured insights into product development and operational processes
• Develop and maintain customer success playbooks, onboarding guides, and best-practice documentation
• Identify expansion opportunities within the existing customer base and collaborate with the broader team on renewals

What we're looking for

• 3+ years in a customer success, account management, or client services role, ideally within SaaS or a data-driven product environment
• Strong analytical mindset — you're comfortable interpreting business performance data and translating it into clear, actionable insights for non-technical stakeholders
• Excellent verbal and written communication skills; the ability to build trust with busy, professional stakeholders
• A structured, process-oriented approach to managing a portfolio of accounts simultaneously
• High degree of ownership — you follow through, you proactively solve problems, and you don't wait to be asked

Preferred: Experience working with healthcare practices, knowledge of Australian practice management systems, or a clinical/allied health background.

Employment type Full-time

Location Remote – Australia

Department Customer Success

Start date Immediate availability preferred

What we offer

• Competitive salary commensurate with experience
• A clearly-defined 90-day onboarding plan with measurable milestones
• Direct access to the founding team and meaningful input into the product roadmap
• Flexible working arrangements to suit your lifestyle
• Work with real healthcare businesses making real decisions based on your expertise