Full-time Remote – Australia Healthcare experience preferred
Customer Success Manager
Help healthcare practices onboard, hit their KPI goals, and extract genuine, measurable value from the PratixBI platform each quarter.
Key responsibilities
Own the onboarding process for current practice customers — from initial data integration through to first live dashboard and quarterly review cadence
Conduct structured quarterly performance reviews with practice owners and managers, interpreting KPI trends and identifying improvement opportunities
Proactively monitor customer health metrics and intervene early when engagement or outcomes trend in the wrong direction
Build and maintain strong relationships with key stakeholders across each practice — owners, practice managers, and clinical leads
Serve as the internal advocate for customer needs, feeding structured insights into product development and operational processes
Develop and maintain customer success playbooks, onboarding guides, and best-practice documentation
Identify expansion opportunities within the existing customer base and collaborate with the broader team on renewals
What we're looking for
3+ years in a customer success, account management, or client services role,
ideally within SaaS or a data-driven product environment
Strong analytical mindset — you're comfortable interpreting business performance data and translating it into clear, actionable insights for non-technical stakeholders
Excellent verbal and written communication skills; the ability to build trust with busy, professional stakeholders
A structured, process-oriented approach to managing a portfolio of accounts simultaneously
High degree of ownership — you follow through, you proactively solve problems, and you don't wait to be asked
Preferred: Experience working with healthcare practices, knowledge of Australian practice management systems, or a clinical/allied health background.
Employment type Full-time
Location Remote – Australia
Department Customer Success
Start date Immediate availability preferred
What we offer
Competitive salary commensurate with experience
A clearly-defined 90-day onboarding plan with measurable milestones
Direct access to the founding team and meaningful input into the product roadmap
Flexible working arrangements to suit your lifestyle
Work with real healthcare businesses making real decisions based on your expertise
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