Customer Success Manager - SaaS

Better Staff; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Better Staff is seeking a hands-on Customer Success professional in Sydney, Australia, to be a primary day-to-day contact for customers as they onboard and adopt our AI-powered SaaS platform in the healthtech space.

You will guide onboarding, answer questions, and coordinate with Product and Engineering to resolve issues, ensuring customers derive real value from the product while growing relationships with healthcare clients.

Qualifications

• Experience in a B2B customer-facing role.
• Strong customer service and relationship-building skills.
• Clear written and verbal communication.
• Ability to learn software products quickly.

Responsibilities

• Become a trusted point of contact for medical practices, clinicians and other healthcare customers.
• Support new customers through onboarding.
• Help customers understand and use different product features.
• Answer day-to-day questions and general enquiries.
• Follow up with customers to ensure comfort using the platform.
• Speak with practice managers, clinicians and other customer stakeholders.
• Coordinate with Product or Engineering when a technical issue needs investigation.
• Keep customers informed while issues are being resolved.
• Ensure problems are followed through rather than passed on.
• Identify recurring feedback or issues and raise them internally.
• Support customer training, product updates and education.
• Work with Sales, Product and Engineering as new customers come on board.

Skills

B2B customer-facing

Customer relationship building

Clear communication

Organisational skills

Job description

You’ll be joining a fast-growing Australian HealthTech business that has developed a world-first AI-powered SaaS platform used by healthcare customers.

This is a hands-on Customer Success role where you’ll become one of the main day-to-day contacts for customers once they come on board.

You’ll help customers get comfortable with the platform, answer questions, support onboarding, follow up on issues and make sure they are getting real value from the product.

You’ll also work closely with Sales, Product and Engineering, giving you strong exposure to how a growing SaaS business operates.

What You’ll Get From the Role

You’ll be working with a modern SaaS product in a business operating across AI, software and healthcare.

The role will give you exposure to:

• Customer onboarding and product adoption.
• Managing relationships with professional B2B customers.
• Working closely with Product and Engineering teams.
• Understanding how customers use software in the real world.
• Customer training and product education.
• Product updates, feature releases and customer feedback.
• Resolving customer issues from first contact through to resolution.
• Understanding what drives retention, adoption and customer satisfaction.

As the business continues to grow, there will also be scope to take on more responsibility within the Customer Success function.

What You’ll Be Doing

You’ll become a trusted point of contact for medical practices, clinicians and other healthcare customers using the platform.

Your day could involve:

• Supporting new customers through onboarding.
• Helping customers understand and use different product features.
• Answering day-to-day questions and general enquiries.
• Following up with customers to make sure they are comfortable using the platform.
• Speaking with practice managers, clinicians and other customer stakeholders.
• Coordinating with Product or Engineering when a technical issue needs investigation.
• Keeping customers informed while issues are being resolved.
• Making sure problems are followed through rather than simply passed on.
• Identifying recurring customer feedback or issues and raising them internally.
• Supporting customer training, product updates and education.
• Working alongside Sales, Product and Engineering as new customers come on board.

You will not be expected to solve complex technical problems yourself.

Your role is to understand the issue, communicate it clearly, coordinate with the right internal team and make sure the customer remains informed throughout.

About You

You’ll enjoy working with customers and taking ownership of their experience.

You may already be working in Customer Success, customer support, client services, account coordination, customer experience or another customer-facing B2B role.

You’ll ideally bring:

• Experience in a B2B customer-facing role.
• Strong customer service and relationship-building skills.
• Clear written and verbal communication.
• Confidence dealing with professional customers and senior stakeholders.
• Strong organisation and attention to detail.
• The ability to manage multiple customer enquiries at once.
• A calm, practical and solutions-focused approach.
• The ability to learn software products quickly.
• Strong follow-through and personal accountability.
• Confidence working with internal technical teams when an issue needs escalation.

Why Join?

You’ll be joining a growing technology business with a product that is already being used by real healthcare customers.

You’ll work directly with customers while also gaining exposure to Product, Engineering, Sales and the broader SaaS environment.

It’s a role where you can build strong customer relationships, deepen your understanding of technology and play a visible part in how the customer experience develops as the business grows.