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Enterprise Customer Success Manager

1 month ago

Perth, Western Australia Healthengine Full time

Company Description

This is your opportunity to join our team of forward-thinking, change-making individuals. Operating at the intersection of health and tech, you'll help us shape the future of healthcare.

Our Mission

Healthengine's mission is to improve access to healthcare by helping Australians find and connect with all primary care providers. We strive to achieve this through Australia's leading healthcare marketplace, bringing together over 4 million active Australians, and more than 10 thousand practitioners that are powered by our technology - and growing. We're all patients, right? So, it's easy to get behind a mission that seeks to improve the healthcare experience for all Australians.

Job Description

The Gig

The role of Enterprise Customer Success Manager (CSM) is dedicated to driving success for Healthengine's largest corporate and enterprise customers by ensuring seamless onboarding, maximising product value, and fostering long-term partnerships. As a trusted advisor, our CSM's proactively manage relationships, optimise performance, and drive renewals and growth. Your expertise will be key in aligning customer needs with our evolving enterprise solutions, coordinating internal teams to implement strategic initiatives, and reinforcing Healthengine's impact across all healthcare verticals.

Responsibilities:

  1. Serve as the primary advisor and advocate for customers, building strong relationships and ensuring their strategic goals align with our solutions.
  2. Proactively identify risks, address concerns, and reinforce product value to ensure long-term customer satisfaction and loyalty.
  3. Drive contract renewals, identify expansion opportunities, and support customers in scaling their usage, whether through new sites, increased volumes, or additional products.
  4. Seamlessly onboard new customer groups and sites, ensuring smooth adoption through training, demonstrations, and tailored success plans.
  5. Maintain deep knowledge of our evolving enterprise solutions, collaborating with Product teams to align development with customer needs.
  6. Monitor and report on key success metrics, guiding customers to optimise performance and maximise their ROI.
  7. Conduct regular Joint Business Reviews (JBRs) to assess value, track progress, and align on business goals.
  8. Assist in strategic planning, execution of new market initiatives, and coordinating internal teams to support customer-driven changes (e.g., regulatory updates, seasonal initiatives).
  9. Cultivate customer champions for referrals, testimonials, and case studies, reinforcing our market presence and credibility.

About You

You're the kind of person who takes accountability in a fast-paced, autonomous and flexible environment. Fast may be your default (like us) but you never, ever compromise on what's important, willing to take a steady, more informed approach when it comes to maintaining the trust of our team and customers. You handle change like a pro, and continuous improvement is a way of life. You are not afraid to speak up and share your thoughts respectfully, with the intention of making positive change. You take initiative and drive your own learning journey without waiting for someone to point you in the right direction. And ultimately, you care: about people, health and innovation.

Experience you'll bring:

  1. 5+ years' experience in Customer Success or Account Management, ideally within the tech or healthcare sectors.
  2. Proficiency in CRM platforms, client management systems, and reporting tools.
  3. Proven ability to drive continuous value and adoption of enterprise products.
  4. Analytical skills to interpret data and implement actionable strategies that enhance customer outcomes.
  5. Skilled in Google and/or Microsoft Office Suite for collaboration, analysis and presentations.
  6. Demonstrated success in building and maintaining long-term client relationships, driving renewals, and identifying growth opportunities.
  7. Demonstrates deep commitment to understanding customer needs, advocating for their success, and building strong, lasting relationships.
  8. Confident communicator who can engage and build trust with stakeholders at all levels, from operational teams to C-suite executives.

Additional Information

The perks behind the work

Healthengine is where you'll be your best self. You'll collaborate with smart, interesting people who will challenge you to be better. You will learn a lot and grow even more. Healthengine is the ideal workplace to bring ideas, make change and leave a lasting impact on your team and the industry.

  1. A hybrid workplace that offers flexibility to balance work and life.
  2. A vibrant social calendar of events, quarterly team-building activities and more.
  3. Unlimited coffee and snacks, and a subsidised vending machine in our Perth office.
  4. Awesome discounts and salary packaging options through our benefit partner, Maxxia.
  5. Access to learning resources to develop your personal and professional skills.
  6. Workplace wellness program, including extra leave and access to EAP and other wellbeing resources.
  7. Extra leave so you can recharge and focus on your wellbeing.
  8. Support for you when it comes time to grow your family with paid parental leave.

We're proud to share that Healthengine ranked 13th Best Workplace in Technology 2023 and are a certified Great Place to Work in Australia 2024.

Diversity and inclusion

At Healthengine, we believe in the power of a diverse work environment to fulfil our mission and better serve our providers and patients. We've created a culture that genuinely values diverse perspectives and backgrounds, knowing that our differences can inspire new ideas. We are fully committed to building and maintaining our inclusive environment where all voices are respected and heard. If you think you have what it takes but don't check all the boxes, reach out anyway - we'd love to hear from you.

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