Customer Success Program Manager

1 week ago

Sydney, Australia Perx Health Full time

Perx Health is a Digital Care company building the world’s highest engagement programs for daily condition management. We empower people through world-class engagement that leaves no one behind, bridging the intention-action gap with behavioural science and ultimately strengthening the habits for better health. Whether in clinical research or large, real-world programs, Perx is proven to improve health and business outcomes.

We are looking for an Australian-based Customer Program Manager to proactively support Perx’s enterprise customers. You will be the main point of contact and will manage the relationship from onboarding, launch and onwards to mutual success. We aim to partner with our customers for the long-term, and you will be at the forefront of ensuring they have an excellent experience with both our product and our company.

**Your day-to-day will involve**:

- Oversee a portfolio of half a dozen enterprise customers, managing their success throughout the entire customer lifecycle
- Gain a detailed understanding of the customer's needs, starting from the sales handoff. Deliver an onboarding experience and product training tailored to their workflow
- Proactively build a strong relationship with customers, promoting the full value of Perx and driving end-user adoption
- Utilising the expertise of Perx’s marketing and program evaluation experts to collaboratively demonstrate results back to our customers and communicate program impact and ROI
- Use your understanding of their business to establish clear goals and milestones. Monitor for churn risk and drive expansion
- Manage contract renewals - driving expansion where possible, ensuring on-time payments, and setting goals for the upcoming year
- Collect customer feedback and communicate it back to our product team

**_Within 1 month, you will:_**
- Understand our customers, their industries and their staff
- Be able to run customer meetings with a little support from our Head of Programs
- Meet the entire company and learn the nuts and bolts of our business, and where we’re going

**_Within 3 months, you will:_**
- Run meetings and customer accounts completely independently
- Collect feedback from our key customers and frontline staff to improve our product or our services
- Co-ordinate other functions to deliver for your accounts

**_ Within 6 months, you will:_**
- Identifying opportunities to expand our relationship with customers
- Find ways to improve our customer program management playbook

**About you**
- You like to take responsibility
- You are excited by the opportunity to work alongside senior staff at our customers, and you can interact confidently with senior executives and C-suite for presentations and other communications
- You have several years of experience in a previous role that required project management and collaborative implementation with cross-functional teams.
- You have a track record in managing a wide range of customer stakeholders post-sale
- You have demonstrated success in problem-solving and outside-the-box thinking
- You have knowledge of/experience in the digital health industry (desirable but not required) or have evidence that you can quickly get up to speed on different industries

**Perks of working for Perx**
- As an early member of our Customer Program Management team, you will have the opportunity to help optimise current processes. You will work closely with our Founders and other important stakeholders like our Sales and Product teams
- Virtual-first, parent-friendly & support for flexible working arrangements. Work from anywhere in Australia.
- Meaningful equity
- Work at a high-growth, venture-backed digital health tech company
- Your own professional development budget for education courses, attending conferences and buying books
- “Perx Week” annually - our awesome company-wide retreat
- Perx team affiliate program - we give our team access to the awesome benefits of Perx which helps us all stay on track with our different health tasks and goals

**_ But, the real benefit is that at Perx Health, you'll get to do challenging, impactful work with smart and dedicated teammates._

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