Customer Success Manager

7 months ago

Sydney, Australia franklin.ai Full time

About us: Franklin.ai

Franklin.ai is a joint venture between global medical diagnostic leader Sonic Healthcare (ASX:SHL) and health technology game-changer Harrison.ai with a mission to raise the standard of healthcare for millions of patients every day.

Globally, pathology faces a stark skills shortage, with the number of US pathologists decreasing 18% between 2007 and 2017 despite an increase in workload. Building comprehensive AI solutions for pathology will help scale the capacity of diagnostic care across the globe. This new partnership combines Harrison.ai's depth of expertise and comprehensive AI methodologies with Sonic Healthcare's global clinical experience and distribution. The collaboration will unlock digital pathology to provide pathologists with a second set of eyes, using state-of-the-art AI technology to deliver efficient and accurate diagnosis support.

We’re redefining what’s possible in healthcare, through AI technology.

As Customer Success Manager at franklin.ai you will play a vital role in building and leading our customer success team and ensuring that our customers achieve tangible business impact with our solutions.
- You will collaborate with the sales and marketing teams to design, develop, and deliver client-specific product training, addressing any identified performance or knowledge gaps. By doing so, you will play a crucial role in ensuring that our customers are equipped with the necessary skills to maximize the value of our solutions. As the Customer Success Manager, you will actively gather customer insights and feature requests, acting as the voice of the customer to guide our Product Management team in shaping product roadmaps. Your understanding of customer needs and feedback will be instrumental in driving product enhancements and improvements. This role presents an exciting opportunity to shape the frameworks and processes that will guide our interactions with future customers.

**What you'll be doing**:

- Building and leading our customer success team
- Developing a deep understanding of our customers’ needs and challenges, particularly pathologists at various stages of the Digital Pathology/AI trust cycle
- Utilizing your growing expertise in digital pathology and our AI solutions to proactively identify growth opportunities within our existing customer base, including up-selling and cross-selling
- Collaborating with customers to define and develop compelling business cases, providing best practice guidance on the effective use of AI in pathology
- Leading the onboarding and product training process for new customers, ensuring seamless integration and configuration of our product within clinical settings
- Designing, developing and delivering client specific product training in collaboration with the sales and marketing teams
- Gathering customer insights and feature requests for the Product Management team to guide product roadmaps

**What we're looking for**:

- Experience within a Digital Pathology setting and an understanding of the challenges and opportunities associated with Digital Pathology and AI
- Proven ability to build rapport and trust with pathologists and other key stakeholders including IT managers and C-suite executives
- Experience in delivering product training or conducting workshops for clinicians

**Nice to have (but not essential)**:

- Experience in Customer Success roles within pathology
- Experience in a start-up or scale-up environment, where you have contributed to building customer success frameworks and processes from scratch
- Familiarity with Digital Pathology tech stack (IMS/LIS/WSIV/Scanners/storage, DICOM/HL7 standards) & AI technologies

**Why join us?**

**Do work that matters**: our pioneering Pathology AI solutions will help detect cancer, improve diagnostic accuracy and potentially save millions of lives.

**Flexible working**: we have a remote-first environment with a cool office for social events and brainstorming sessions, or even full-time onsite if you prefer.

***Grow your career with us**: we are believers in lifelong learning. You’ll have access to a variety of resources and continuous career development opportunities.

**Competitive salary and equity**:we’re constantly analysing market rates to keep our compensation up to date, in addition to offering a generous stock options program.

**Stay at the top of your game**:work with diverse teams of industry experts and leaders who are passionate about what they do.

**Vibrant culture**: with sponsored team activities, fun social events and a supportive work environment, your holistic wellbeing is top of mind.

**What’s next?

  • Manager, Customer Success

    6 months ago

    Sydney, Australia Basware Full time

    Manager, Customer Success Join our team at Basware and lead the charge in driving customer success! As the **Manager, Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience,...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Informatica Full time

    **Customer Success Manager** The **Customer Success Manager** is responsible for managing a portfolio of Informatica customers from purchase to renewal and growth throughout their lifecycle. Through the CSM partnership, Informatica's customers derive maximum value from their investment, including accelerated timelines and realization of business goals. The...

  • Manager, Customer Success

    7 months ago

    Sydney, Australia SafetyCulture Full time

    **Manager, Customer Success**: - Sydney- Sales & Success - Leadership & Support /- Full-time Permanent- / Hybrid- SafetyCulture is a customer and product-led SAAS company, our mission is to help working teams get better every day, our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Teradata Full time

    What You'll Do The Customer Success Manager (CSM) is a strategic customer facing position focused on increased adoption of Teradata technologies and customer value realization of their investment. You will advocate for Teradata to drive success across multiple customer outcomes. The Customer Success Manager is highly respected for their knowledge, skills,...

  • Manager, Customer Success

    7 months ago

    Sydney, Australia WalkMe Full time

    WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Trintech Technologies Ltd Australia Full time

    Trintech is currently seeking a growth focused, results-driven, and highly motivated individual to join our growing Customer Success team. As a Customer Success Manager (CSM), you will have a key role in driving product adoption, building trusted advisor relationships within assigned customer accounts and increasing customer satisfaction and retention. In...

  • Customer Success Manager

    6 months ago

    Sydney, Australia AvePoint Full time

    **Customer Success Manager - Sydney or Melbourne, Australia** **About AvePoint** At AvePoint, we are committed to investing in our people: we believe agility, passion and teamwork sets us up to do our best work and fosters a culture where you feel empowered to take initiative, learn from others and craft your career with the intention to unleash the power...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Basware Full time

    Join our team at Basware and lead the charge in driving customer success! As the **Manager of Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in...

  • Customer Success Manager

    7 months ago

    Sydney, Australia London Stock Exchange Group Full time

    Customer Success Manager At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change. As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who use our Desktop Solutions...

  • Customer Success Manager

    3 months ago

    Sydney, Australia Trintech Technologies Ltd Australia Full time

    Trintech is currently seeking a growth focused, results-driven, and highly motivated individual to join our growing Customer Success team. As a Customer Success Manager (CSM), you will have a key role in driving product adoption, building trusted advisor relationships within assigned customer accounts and increasing customer satisfaction and retention. In...

  • Manager, Customer Success

    8 months ago

    Sydney, Australia Procore Technologies Full time

    As **Manager **of our** Commercial Customer Success **team, you will play a crucial role in driving the retention and expansion of our customer base, through increased adoption and engagement. You will be responsible for overseeing a team of dedicated Customer Success Managers, aligning their efforts with company objectives, and fostering a customer...

  • Manager, Customer Success

    7 months ago

    Sydney, Australia Baseware Full time

    Join our team at Basware and lead the charge in driving customer success! As the **Manager, Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in value...

  • Customer Success Manager

    6 months ago

    Sydney, Australia UpGuard Full time

    **Why are we hiring for this role?** As a Customer Success Manager, you'll work closely with other CS team roles and cross-functionally with other departments, and you’ll report to the Lead CSM. You’ll be proactive in driving product value and success for our customers, analyzing the causes of their greatest pain points, and working closely to mitigate...

  • Customer Success Manager

    7 months ago

    Sydney, Australia LMS365 Full time

    **Customer Success Manager - Hybrid or remote work with notable benefits** **Who are we?** We’re LMS365. As a solution, we are the only learning platform built into Microsoft 365 and Teams. As a company, we are a talented group of individuals with a mission to empower people to learn for life. For us learning is who we are, what we do, and all that we...

  • Customer Success Manager

    7 months ago

    Sydney, Australia LMS365 Full time

    **Customer Success Manager - Hybrid or remote work in a global team** **Who are we?** We’re LMS365. As a solution, we are the only learning platform built into Microsoft 365 and Teams. As a company, we are a talented group of individuals with a mission to empower people to learn for life. For us learning is who we are, what we do, and all that we...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Weel Full time

    Customer Success Manager As a Customer Success Manager at Weel, you will create exceptional experiences and sustained value for Weel customers by acting as their technical and trusted advisor and advocate from post-sale through renewal and beyond. You will guide them through the journey of meeting and exceeding their ROI goals and drive strong adoption of...

  • Customer Success Manager

    7 months ago

    Sydney, Australia LSEG (London Stock Exchange Group) Full time

    At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change. As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who use our Desktop Solutions through the customer...

  • Customer Success Manager

    7 months ago

    Sydney, Australia London Stock Exchange Group Full time

    At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change. As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who use our Desktop Solutions through the customer...

  • Customer Success Manager

    2 weeks ago

    Sydney, Australia Zensai Full time

    At Zensai, we believe that customer success is an essential driver for sustained profitable growth in a SaaS business. If you share this belief, you could be the right fit for this exciting role! Are you passionate about customer success? Do you have experience and interest in the employee learning, engagement and performance space and enjoy working in a...

  • Customer Success Manager

    4 months ago

    Sydney, Australia Motorola Solutions Full time

    **Company Overview**: At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across...