Medcast is a healthcare education and technology company on a growth trajectory - home to MedLuma, our AI-powered clinician platform, and a team that partners with government, Primary Health Networks, hospitals and practices across Australia.
About the Role
We're looking for a hands-on Customer Success Manager to lead the day-to-day delivery of our customer success function. Reporting to the COO and supported by a Customer Success Associate, you'll own the customer portfolio end-to-end, from onboarding through to renewal, while helping to build the processes and foundations that will shape this function as it scales.
This is a role for someone who genuinely enjoys the craft of customer success: building relationships, solving problems, and getting hands-on with the work, while also stepping into some early people leadership.
What You'll Do
- Manage day-to-day relationships across a portfolio of customers, including key accounts
- Lead customer onboarding, check-ins and business reviews
- Own renewal conversations and identify expansion opportunities in partnership with Sales/Growth
- Monitor account health and get ahead of churn risk
- Provide day-to-day coaching and support to our Customer Success Associate
- Help shape the customer success playbook, tools and ways of working as the function matures
- Partner closely with Product, Sales and Support to keep the voice of the customer front and centre
What You'll Bring
- Experience in a customer success, account management or client relationship role
- Some experience mentoring or supporting others (formal or informal)
- Robust relationship-building skills and the confidence to manage renewal and retention conversations
- Comfort working with CRM/customer success tools and interpreting customer data
- A proactive, solutions-oriented approach - you like solving problems, not just flagging them
- Experience in a fast-growing SaaS, technology or professional services business is a plus
- Healthcare or health education sector experience is highly regarded but not essential
Why Join Medcast?
- Be part of a mission-driven business making a genuine difference in healthcare education
- Hybrid working (we have offices in Sydney and Bowral)
- Room to grow
- Work closely with a supportive COO and a small, connected team
Medcast is committed to diversity, inclusion, and workplace flexibility. We welcome applications from all members of our community and strive to provide equitable access to opportunities.