Customer Success Manager - Alice Springs / Darwin

NIT; Darwin; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Salary packaging

Employee benefits

Job summary

Therapeutic Guidelines Limited is seeking a Customer Success Manager to join our Sales & Marketing team, supporting the Remote Primary Health Care Manuals program across the Northern Territory. You will deliver train-the-trainer sessions, build local champion networks, and create engagement materials to build trust in our digital platform.

This field-based role travels across remote communities and NT—based in Alice Springs or Darwin.

Qualifications

• Knowledge of best practice in customer service, engagement and retention.
• Previous customer service, sales or technical support experience.
• Experience working with, or a genuine willingness to work with, remote, rural or Aboriginal and Torres Strait Islander communities.
• Strong written and verbal communication skills.
• Active listening and the ability to identify and respond to user needs.
• Analytical and problem-solving skills.
• Willingness and ability to travel regularly across the Northern Territory and to head office in Melbourne.
• Proficiency with Salesforce and the Microsoft 365 suite.
• Knowledge of the publishing industry.
• Health sector knowledge and terminology.
• Cultural knowledge relevant to Aboriginal and Torres Strait Islander and remote health contexts.

Responsibilities

• Be the primary contact for RPHCM users across the NT, delivering train-the-trainer sessions.
• Build a network of local champions and collaborate with the Marketing Coordinator on engagement materials.
• Create engagement materials that build trust in the digital platform and support the remote health workforce.
• Travel regularly across the Northern Territory and to head office in Melbourne to support field activities.

Skills

Customer service

Engagement

Retention

Sales experience

Technical support

Communication

Active listening

Analytical thinking

Travel willingness

Salesforce

Microsoft 365

Publishing knowledge

Health sector knowledge

Aboriginal health context

Tools

Salesforce

Microsoft 365

Job description

Therapeutic Guidelines Limited is an independent, not for profit organisation established almost 50 years ago by leading members of the Australian healthcare community. Over time, Therapeutic Guidelines has evolved into Australia's leading digital healthcare publisher, delivering trusted resources including Therapeutic Guidelines, Australian Prescriber, Don't Rush to Crush, and ObesiD.

We are looking for a Customer Success Manager to join our Sales & Marketing team, working closely with our Remote Primary Health Care Manuals (RPHCM) program, to build genuine, lasting relationships with health workers and services across the Northern Territory. This is a hands-on, relationship-first role at the heart of how TGL supports the remote and Aboriginal health workforce, based in Alice Springs or Darwin with regular travel across the Territory.

You will be the primary point of contact for RPHCM users across the NT, delivering train-the-trainer sessions, building a network of local champions, and working alongside our Marketing Coordinator to create engagement materials that build trust in the digital platform. It's a genuinely field-based role for someone who is energised by being on the ground with health workers and communities, not just behind a desk.

This role is central to how RPHCM reaches the communities it is designed for, so we are keen to find the right person and get them out on the ground quickly.

About you

You are personable, adaptable and genuinely comfortable working independently across a large and remote geography. You build trust quickly, listen well, and bring the same care to a conversation with a health worker in a remote community as you would to a stakeholder meeting in Darwin. You bring a collaborative mindset, cultural sensitivity, and real enthusiasm for supporting the people who use our content every day.

• Knowledge of best practice in customer service, engagement and retention.
• Previous customer service, sales or technical support experience.
• Experience working with, or a genuine willingness to work with, remote, rural or Aboriginal and Torres Strait Islander communities.
• Strong written and verbal communication skills.
• Active listening and the ability to identify and respond to user needs.
• Analytical and problem-solving skills.
• Willingness and ability to travel regularly across the Northern Territory and to head office in Melbourne.
• Proficiency with Salesforce and the Microsoft 365 suite.
• Knowledge of the publishing industry.
• Health sector knowledge and terminology.
• Cultural knowledge relevant to Aboriginal and Torres Strait Islander and remote health contexts.

This role is based in the Northern Territory as part of a small, purpose-driven national team. We offer a competitive salaryplus superannuation, access to salary packaging and a range of employee benefits. Above all, we provide a supportive, inclusive and enjoyable workplace where people feel safe, thrive and achieve.

Does this role sound like you?

If you love building relationships, thrive on being out in the field, and want to be part of an organisation making a genuine difference to health outcomes for remote and Aboriginal communities, we would love to hear from you.

Applications from recruiters will not be accepted.

The National Indigenous Times acknowledges and pays respect to past and present Traditional Custodians and Elders of this nation. We recognise Aboriginal Community's continuing connection to their lands, waters and stories and acknowledge that sovereignty has never been ceded.