About VoiceStack VoiceStack is a cloud telephony and call analytics platform built for dental practices. We help practices answer more calls, convert more enquiries into booked appointments, and see where revenue is won or lost on the phone. We serve practices and dental groups across Australia, the UK and the US, and integrate with the practice management systems they already use. Role overview As our senior customer leader in Australia, you will own the customer journey from signed contract to long-term growth. You will lead implementations, drive adoption, partner with Sales on dental group (DSO) opportunities, and represent VoiceStack in the Australian dental community. You will work closely with our offshore implementation, support and customer success teams. You will lead implementations from day one and grow into the full scope of the role within 6-9 months.

Key responsibilities
Implementation leadership
• Lead and own all VoiceStack implementations in Australia, from kickoff to stable go-live.
• Own the Sales-to-Implementation handover and flag onboarding and fitment risks before kickoff.
• Review and approve project plans, onboarding timelines and critical customer communications.
• Act as the first point of escalation for customers during onboarding.
• Build early relationships with customers, including on-site visits at go-live and key milestones.
• Review adoption and user training after go-live, and hold internal teams accountable for outcomes. Customer relationships and success
• Build trusted relationships with practice owners, practice managers and group leadership teams.
• Understand each customer's business and commercial objectives.




• Establish a customer success framework, including health scoring, success plans and business reviews, and report to leadership.
• Transition customers smoothly to Customer Success and Support once implementation is complete and initial success is achieved. Practice growth consulting
• Understand how Australian dental practices market themselves, including channels, investment levels and ROI expectations.
• Advise practices on patient acquisition strategies using VoiceStack and complementary tools.
• Understand practice management system workflows such as recalls and patient reactivation, and how they drive revenue. Market leadership
• Partner with Sales on DSO and dental group pursuits.
• Coordinate onboarding plans and capacity with Customer Success leadership.
• Represent VoiceStack at industry events, conferences and customer forums.
• Support go-to-market initiatives with Sales, including customer interviews, case studies and testimonials.
• Share Australian customer feedback with Product and Engineering. Key performance indicators
• On-time go-lives and reduced time-to-value
• Customer adoption after go-live
• Customer health, retention and expansion
• Customer satisfaction (NPS/CSAT)




• Contribution to group pursuits and customer advocacy Skills & Experience Essential
• 8+ years in B2B SaaS implementation, onboarding, skilled services or customer success, with 2+ years leading implementations, projects or teams.
• Proven experience delivering multi-site rollouts involving integrations, data migration and/or telephony.
• Strong experience managing Sales-to-Implementation handovers, identifying risks early and managing escalations.
• Ability to lead distributed/offshore teams across time zones and work effectively with business owners, operations leaders and senior group executives.
• Experience building customer success processes, including health scores, success plans and business reviews.
• Strong commercial acumen, with the ability to connect product adoption to customer ROI.
• Excellent communication skills and working knowledge of CRM/project management tools such as HubSpot or Salesforce.
• Full Australian working rights. Desirable
• Experience in Australian dental, allied health or healthcare SaaS, including knowledge of dental practice management systems.
• Background in VoIP, unified communications, contact centres or call analytics.
• Existing network of Australian practice owners, practice managers or dental groups.
• Healthcare marketing/patient acquisition experience.
• Pre-sales or solution consulting experience with group or enterprise customers. Working conditions
• Hybrid working with regular customer site visits.
• Interstate travel for customers, events and conferences.
• Occasional early-morning or evening calls with international teams.

📌 Manager - Implementation & Customer Success (Australia)
🏢 VoiceStack
📍 Australia