Job Description

Customer Success Associate - HealthTech SAAS

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You'll be joining a fast-growing Australian HealthTech business that has developed a world-first AI-powered SaaS platform used by healthcare customers.

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This is a hands-on Customer Success role where you'll become one of the main day-to-day contacts for customers once they come on board.

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You'll help customers get comfortable with the platform, answer questions, support onboarding, follow up on issues and make sure they are getting real value from the product.

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You'll also work closely with Sales, Product and Engineering, giving you strong exposure to how a growing SaaS business operates.

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What You'll Get From the Role

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You'll be working with a modern SaaS product in a business operating across AI, software and healthcare.

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The role will give you exposure to:

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- Customer onboarding and product adoption.
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- Managing relationships with professional B2B customers.
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- Working closely with Product and Engineering teams.
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- Understanding how customers use software in the real world.
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- Customer training and product education.
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- Product updates, feature releases and customer feedback.
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- Resolving customer issues from first contact through to resolution.
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- Understanding what drives retention, adoption and customer satisfaction.
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As the business continues to grow, there will also be scope to take on more responsibility within the Customer Success function.

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What You'll Be Doing

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You'll become a trusted point of contact for medical practices, clinicians and other healthcare customers using the platform.

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Your day could involve:

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- Supporting new customers through onboarding.
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- Helping customers understand and use different product features.
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- Answering day-to-day questions and general enquiries.
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- Following up with customers to make sure they are comfortable using the platform.
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- Speaking with practice managers, clinicians and other customer stakeholders.
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- Coordinating with Product or Engineering when a technical issue needs investigation.
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- Keeping customers informed while issues are being resolved.
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- Making sure problems are followed through rather than simply passed on.
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- Identifying recurring customer feedback or issues and raising them internally.
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- Supporting customer training, product updates and education.
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- Working alongside Sales, Product and Engineering as new customers come on board.
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You will not be expected to solve complex technical problems yourself.

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Your role is to understand the issue, communicate it clearly, coordinate with the right internal team and make sure the customer remains informed throughout.

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About You

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You'll enjoy working with customers and taking ownership of their experience.

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You may already be working in Customer Success,



customer support, client services, account coordination, customer experience or another customer-facing B2B role.

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You'll ideally bring:

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- Experience in a B2B customer-facing role.
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- Solid customer service and relationship-building skills.
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- Clear written and verbal communication.
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- Confidence dealing with skilled customers and senior stakeholders.
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- Strong organisation and attention to detail.
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- The ability to manage multiple customer enquiries at once.
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- A calm, practical and solutions-focused approach.
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- The ability to learn software products quickly.
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- Strong follow-through and personal accountability.
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- Confidence working with internal technical teams when an issue needs escalation.
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Experience That Would Be Useful

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Experience in any of the following would be valuable:

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- SaaS or software.
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- Healthcare or medical practices.
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- HealthTech.
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- Practice management systems.
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- Customer onboarding.
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- B2B customer support.
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- Client services within a technology business.
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Why Join?

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You'll be joining a growing technology business with a product that is already being used by real healthcare customers.

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You'll work directly with customers while also gaining exposure to Product, Engineering, Sales and the broader SaaS environment.

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It's a role where you can build strong customer relationships, deepen your understanding of technology and play a visible part in how the customer experience develops as the business grows.

📌 Customer Success Associate - HealthTech SAAS (New South Wales)
🏢 Better Staff
📍 New South Wales