Customer Success Manager

Hosting.Com; Western Australia; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid workplace

Team-building activities

Unlimited coffee and snacks

Maxxia salary packaging

Learning resources

Wellbeing program

Extra leave for wellbeing

Paid parental leave

Job summary

Healthengine in Australia is seeking a Customer Success Manager to manage a high-value SMB portfolio, helping practices maximise value from our products and achieve strong retention. You will work in a hybrid environment, balancing remote collaboration with in-person engagements in Western Australia.

You will collaborate with Sales, Implementation and Support to ensure smooth onboarding, activation and ongoing account management, while collecting feedback to share with Product teams for

Qualifications

• 3+ years’ experience in account management or customer success role.
• Experience using customer relationship management and reporting systems.

Responsibilities

• Proactively manage a high-value portfolio of SMB customers to support their long-term success, satisfaction, and value realisation
• Consistently meet or exceed retention and expansion targets by identifying risks early and proactively pursuing value-led growth opportunities
• Build trusted relationships and drive product adoption by understanding each customer’s goals and providing tailored recommendations that maximise their return on investment
• Act as the voice of the customer by collecting feedback and sharing actionable insights with Product and other internal teams
• Work closely with Sales, Implementation, Support and other internal teams to coordinate smooth onboarding, service activation, and ongoing account management
• Coordinate the resolution of complex account, finance, billing, and service-related enquiries

Skills

Account management

CRM experience

Reporting systems

Job description

This is your opportunity to join our team of forward-thinking, change-making individuals. Operating at the intersection of health and tech, you'll help us shape the future of healthcare.

Our Mission

Healthengine’s mission is to improve access to healthcare by helping Australians find and connect with all care providers. We strive to achieve this through Australia’s leading healthcare marketplace, bringing together over 4 million active Australians, and more than 10 thousand practitioners that are powered by our technology - and growing.

The Gig

Our Customer Success Managers represent Healthengine and serve as the primary point of contact for our practices. They build strong customer relationships, help practices maximise the value of our products and services, and ensure they achieve the best possible return on their investment. By delivering an exceptional customer experience, they support long-term customer retention and growth.

Responsibilities

• Proactively manage a high-value portfolio of SMB customers to support their long-term success, satisfaction, and value realisation
• Consistently meet or exceed retention and expansion targets by identifying risks early and proactively pursuing value-led growth opportunities
• Build trusted relationships and drive product adoption by understanding each customer’s goals and providing tailored recommendations that maximise their return on investment
• Act as the voice of the customer by collecting feedback and sharing actionable insights with Product and other internal teams
• Work closely with Sales, Implementation, Support and other internal teams to coordinate smooth onboarding, service activation, and ongoing account management
• Coordinate the resolution of complex account, finance, billing, and service-related enquiries

About You

You’re the kind of person who takes accountability in a fast-paced, autonomous and flexible environment. Fast may be your default (like us!) but you never, ever compromise on what’s important, willing to take a steady, more informed approach when it comes to maintaining the trust of our team and customers. You handle change like a pro, and continuous improvement is a way of life. You are not afraid to speak up and share your thoughts respectfully, with the intention of making positive change. You take initiative and drive your own learning journey without waiting for someone to point you in the right direction. And ultimately, you care: about people, health and innovation.

Experience you’ll bring

• 3+ years’ experience in account management or customer success role
• Experience using customer relationship management and reporting systems

The perks behind the work

• A hybrid workplace that offers flexibility to balance work and life
• A vibrant social calendar of events, quarterly team-building activities and more
• Unlimited coffee and snacks, and a subsidised vending machine in our Perth office
• Awesome discounts and salary packaging options through our benefit partner, Maxxia
• Access to learning resources to develop your personal and professional skills
• Workplace wellness program, including extra leave and access to EAP and other wellbeing resources
• Extra leave so you can recharge and focus on your wellbeing
• Support for you when it comes time to grow your family with paid parental leave

Diversity and inclusion

At Healthengine, we believe in the power of a diverse work environment to fulfil our mission and better serve our providers and patients. We’ve created a culture that genuinely values diverse perspectives and backgrounds, knowing that our differences can inspire new ideas. We are fully committed to building and maintaining our inclusive environment where all voices are respected and heard. If you think you have what it takes but don't check all the boxes, reach out anyway - we’d love to hear from you.