Account Manager - Growth

HotDoc; Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Health & Wellbeing Program

Learning & Development budget

Parental leave benefits program (baby睡

Company events at Melbourne HQ

EAP for all employees

Career and Strengths Coaching

Job summary

HotDoc in Australia is seeking an Account Manager to grow a high-volume SMB customer base. You will drive expansions, upsell and revenue while maintaining strong customer relationships and using data to inform strategy.

You'll work in a hybrid setup, coordinating with Product, Marketing and Engineering. The role values commercial results, CRM proficiency, and the ability to close deals with a customer-centric approach.

Qualifications

• Experience in Sales, Account Management or Customer Success in a B2B SaaS or high-volume commercial environment.
• Discipline managing a high-volume, fast-moving portfolio with fast follow-up.
• Excellent written and verbal communication; can build rapport quickly.
• Commercial acumen with ability to close deals.
• Sharp prioritisation to know which accounts to call first and why.
• Hands-on use of CRM tools (HubSpot) and data tools; experience with AI platforms.

Responsibilities

• Own a dynamic portfolio of SMB accounts and drive expansion to achieve targets.
• Prioritise by signal strength, maintain tight coverage and prompt follow-up.
• Build commercial cases for opportunities and demonstrate product value to customers.
• Meet or exceed activity, conversion, coverage and revenue targets.
• Detect churn signals and hand off to Customer Success when needed.
• Use data to identify effective signals and report portfolio performance.
• Leverage AI tools to prioritize accounts, automate outreach and improve conversion.
• Represent customer voice to Product, Marketing and Engineering.

Skills

Account Management

B2B SaaS sales

CRM proficiency

Communication

Prioritisation

Data-driven selling

Education

Business/Marketing/Health Admin degree welcomed

Tools

HubSpot

Metabase

Claude/ChatGPT

Job description

At HotDoc, our purpose is to improve the healthcare experience for everyone in Australia, by improving the way patients and doctors communicate. We're passionate about building products that have a real impact on patient health outcomes and delivering services that support the growth and sustainability of Australian healthcare.

The role

Our Account Management team is the commercial engine of HotDoc's customer base. We protect and grow the revenue our customers have entrusted to us, and make sure they get lasting, measurable value from the products they've invested in.

Why this role matters

You'll turn real-time usage and engagement data into commercial outcomes — product expansion, upsell and transactional revenue — from a customer base that would otherwise leave value on the table.

What you'll do

• Own a dynamic portfolio of SMB accounts and convert its expansion opportunities into revenue against agreed targets.
• Prioritise by signal strength and commercial potential, and keep coverage tight, prompt follow-up, no missed opportunity.
• Build a clear commercial case for each opportunity and run product demonstrations that connect the upsell to what the practice needs.
• Meet or exceed activity and conversion targets, coverage, speed-to-contact and conversion rate, as well as revenue.
• Spot churn or health risk signals in your conversations and hand them off early to our Scaled Customer Success team.
• Use data to learn which signals and campaigns convert best, and report clearly on your portfolio.
• Use AI tools — and build your own — to prioritise accounts, automate outreach and follow-up, and sharpen conversion.
• Bring the voice of the customer to Product, Marketing and Engineering.

What you'll bring

• A track record in Sales, Account Management or Customer Success where you converted opportunities against targets ideally in B2B SaaS or another high-volume commercial environment.
• Discipline across a high-volume, fast-moving portfolio: fast follow-up and clean pipeline.
• Confident written and verbal communication, you build rapport quickly and run an effective sales conversation.
• Commercial acumen: you can build the case and close the deal yourself.
• Sharp prioritisation — you know which accounts to call first and why.
• Hands-on use of a CRM (HubSpot preferred), data tools such as Metabase, and AI platforms such as Claude or ChatGPT.
• Experience in or alongside the Australian healthcare sector.
• Experience in a signal-based or trigger-based sales motion — product-qualified leads or usage-based selling.
• We value demonstrated commercial results over formal qualifications. A degree in business, marketing, health administration or similar is welcome but not required.

Why HotDoc

• Flexibility to work from home and from our Melbourne HQ.
• Access to our comprehensive Health & Wellbeing Program.
• A generous Learning and Development budget.
• Parental leave benefits program, including paid baby sleep school, first aid courses and EAP for primary and secondary caregivers.
• Company-wide events at our Melbourne HQ several times a year.
• Private and confidential EAP for all employees from day one.
• In-house Career and Strengths Coaching.

Our values are Care, Honesty, Ownership and Fun. We're an employee-first company and we can't provide a great patient and customer experience without first looking after our people.

We ask that all local staff make an effort to attend our Melbourne HQ once a week to build relationships and meet colleagues they may not encounter during a normal working day. If this is not possible, please let us know during the recruitment process so we can discuss flexible working considerations.

HotDoc prides itself on being an inclusive and diverse workplace; in fact, we celebrate it. We encourage applications from all backgrounds, communities and industries. If there are any alternative considerations you might require to perform this role, or anything we can do to assist you in the application process, please let us know.