About Our Client Our client is a well-established Australian technology company focused on improving communication and engagement within the healthcare sector.
Their platform supports healthcare providers and patients through solutions that enhance operational efficiency and improve user experiences.
With a robust customer-first culture and continued investment in technology, automation and AI, the business is strengthening its Scaled Customer Success capability to drive adoption, retention and long-term customer value at scale.
Job Description As Customer Success Manager, you'll take ownership of retention outcomes across a large SMB customer segment, helping customers maximise value from the platform through proactive engagement and scalable success programs.
You'll: Monitor customer health data and identify early signs of risk or disengagement.
Design and optimise automated customer engagement programs, lifecycle communications and self-service resources.
Develop retention strategies that improve customer health, product adoption and recurring revenue outcomes.
Analyse customer behaviour and performance data to identify trends, risks and retention drivers.
Partner closely with commercial teams, surfacing expansion opportunities and ensuring customers have a seamless experience.
Leverage AI, automation and reporting tools to improve operational efficiency and customer engagement effectiveness.
Share insights, customer feedback and best practices to support ongoing improvement across the Customer Success function.
The Successful Applicant 2+ years' experience in Customer Success, or a similar customer-facing role.
Exposure to SaaS or subscription-based business models.
Experience supporting customer retention within a high-volume or digitally managed customer base.
Strong analytical capability with the ability to identify patterns and insights from customer data.
Excellent written and verbal communication skills.
Sound commercial judgement and confidence managing retention scenarios.
Experience working with AI, CRM, reporting platforms, and data visualisation tools.
Exposure to healthcare, lifecycle marketing or customer engagement programs will be highly regarded.