Scaled Customer Success Manager — SMB Retention & AI Automation

Hotdoc Online Pty; Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Health & Wellbeing Program

Learning & Development budget

Parental leave benefits

Job summary

HotDoc is seeking a Scaled Customer Success Manager to own retention across our SMB customer cohort in Australia, using data, automation and AI to spot risk early and deliver lifecycle emails and self-guided resources. You’ll collaborate closely with our Account Executive to protect what is already won and support growth where possible.

You will monitor risk signals, triage them, and intervene where it matters most, while producing segment health reports and sharing findings with product and

Qualifications

• Track record in Customer Success or Account Management, ideally in high-volume, digitally-led SaaS.
• Evidence of managing retention outcomes across a large customer base without relying on 1:1 relationships.
• Strong data literacy - identify patterns and risk signals across a pooled customer base.
• Clear written and verbal communication suitable for scale.

Responsibilities

• Own logo, seat and product retention across the SMB segment against targets.
• Build, measure and improve automated engagement and resources (lifecycle emails, Training Academy).
• Detect and monitor at-risk customers using data and automation; triage signals and intervene where needed.
• Apply retention concessions within a framework and know when to elevate.
• Spot expansion signals and refer to Account Executive for upsell.
• Produce segment health and retention reporting for stakeholders.
• Use AI tools to surface risk, automate engagement and speed analysis.
• Feed customer insights back to Product and share with Customer Success peers.

Skills

Customer Success

Data literacy

Communication

Commercial judgment

Signal triage

CRM (HubSpot)

AI tools (Claude/ChatGPT)

Tools

HubSpot

Metabase

Claude

ChatGPT

Job description

HotDoc is seeking a Scaled Customer Success Manager to own retention across our SMB customer cohort in Australia, using data, automation and AI to spot risk early and deliver lifecycle emails and self-guided resources. You’ll collaborate closely with our Account Executive to protect what is already won and support growth where possible.

You will monitor risk signals, triage them, and intervene where it matters most, while producing segment health reports and sharing findings with product and