About Wawa Fertility

17% of adults worldwide need help to have a baby and by 2050, that number will reach nearly 50%. Yet only 2% can access fertility treatment today. That’s not a gap; it’s a canyon. And we’re building the bridge.

Australia - NSW - Remote

The Mission

“To make fertility care accessible to everyone who needs it because the right to start a family shouldn’t depend on where you live or what you earn.”

Who You Are

You’re the kind of person who walks into a new client relationship and immediately starts mapping the path to value. You thrive when the problem is complex, the stakeholders are demanding, and the outcome genuinely matters. You don’t just manage accounts; you own outcomes.
You care about the humans behind every clinic – the nurse whose day you’ve just made easier, the clinical director who finally trusts the platform. Structured delivery and genuine relationships aren’t trade-offs for you; they go hand in hand.

Autonomy energises you. You set your own timelines, own your clinics, and keep the team in the loop without being asked. You build processes where none exist, move quick without cutting corners, and never leave a customer wondering what happens next.

What You’ll Do

- Own the end‑to‑end customer journey across onboarding, implementation, adoption, retention, and expansion acting as the primary post‑sale partner for your clinics.
- Lead structured onboarding and implementation programmes coordinating Product, Engineering, and Support to drive clear milestones, manage risk,



and ensure clinics achieve early value and go‑live on time.
- Proactively drive product adoption and workflow integration and develop success plans aligned to each clinic’s objectives and delivering enablement, guidance, and best practice recommendations.
- Monitor customer health and engagement signals, act early to mitigate churn risk, and identify expansion opportunities. Partner with clinics to unlock additional value from the platform over time.
- Translate customer feedback into actionable insights, partner closely with Product and Engineering on improvements, and contribute to evolving our engagement playbooks and scalable processes.

What You Bring

- 3+ years in a B2B SaaS Customer Success / Engagement Manager role, or in operational/transformation consulting focused on technology implementation with a proven delivery track record.
- Strong programme and project management capability: you can hold a complex, multi‑workstream implementation together without dropping threads.
- Experience managing complex stakeholder environments: clinical, operational, and executive audiences don’t faze you; you adapt your approach and build trust at every level.
- Commercially aware with a focus on retention and growth:



you understand how your work connects to revenue and you’re energised by driving measurable outcomes.
- Strong ownership mindset and structured thinking: transparent, direct, and comfortable with ambiguity. You say what you mean and mean what you say.
- Bonus points for experience in healthcare, health tech, or regulated environments, or familiarity with SaaS adoption frameworks and customer health models.

What We Offer

- Mission‑Driven Work – Help solve the global fertility crisis. Every clinic you onboard makes care more accessible for families worldwide.
- Generous Rewards – Competitive base salary plus a quarterly variable component tied to clinic growth and adoption. Real equity, real upside.
- Ownership & Impact – No red tape, no waiting for permission. You own your clinics end‑to‑end with direct impact on customer success and company growth.
- Growth & Learning – Build skills across implementation, account management, and commercial strategy. Shape processes from the ground up as we scale.
- Early Team Magic – Join an early, high‑performing team. Help set the standards for how we engage with customers for years to come.
- Hybrid & Flexible – 3 days a week at our Paddington office with flexibility built in. Lunch provided on office days. We trust you to do great work wherever you are.

Wawafertility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

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📌 Engagement Manager (Tamworth)
🏢 Wawa Fertility
📍 Tamworth