Customer Success Manager

Job Description

Company Description \n

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.

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Our Mission

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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.

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We're all patients, right? So, it's easy to get behind a mission that seeks to improve the healthcare experience for all Australians.

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The Gig

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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.

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Responsibilities:

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  Proactively manage a high-value portfolio of SMB customers to support their long-term success, satisfaction, and value realisation

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  Consistently meet or exceed retention and expansion targets by identifying risks early and proactively pursuing value-led growth opportunities

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  Build trusted relationships and drive product adoption by understanding each customer's goals and providing tailored recommendations that maximise their return on investment

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  Act as the voice of the customer by collecting feedback and sharing actionable insights with Product and other internal teams

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  Work closely with Sales, Implementation, Support and other internal teams to coordinate smooth onboarding, service activation, and ongoing account management

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  Coordinate the resolution of complex account, finance, billing, and service-related enquiries

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About You

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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.

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Experience you'll bring:

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  3+ years' experience in account management or customer success role

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  Experience using customer relationship management and reporting systems

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Additional Information \n

The perks behind the work

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Healthengine is where you'll be your best self. You'll collaborate with smart, interesting people who will challenge you to be better. You will learn a lot and grow even more. Healthengine is the ideal workplace to bring ideas, make change and leave a lasting impact on your team and the industry.

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In addition to an array of growth opportunities, we also offer:

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  A hybrid workplace that offers flexibility to balance work and life

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  A vibrant social calendar of events, quarterly team-building activities and more

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  Unlimited coffee and snacks, and a subsidised vending machine in our Perth office

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  Awesome discounts and salary packaging options through our benefit partner, Maxxia

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  Access to learning resources to develop your personal and professional skills

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  Workplace wellness program, including extra leave and access to EAP and other wellbeing resources

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  Extra leave so you can recharge and focus on your wellbeing

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  Support for you when it comes time to grow your family with paid parental leave

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We're proud to share that Healthengine ranked 13th Best Workplace in Technology 2023 and are a certified Great Place to Work in Australia 2026/27.

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Diversity and inclusion

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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.