Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Manage a portfolio of enterprise healthcare accounts from the initial contract phase to renewal, ensuring measurable value realization at every step of the lifecycle.

• Develop and maintain commercial relationships with senior clinical and operational stakeholders, including the identification and activation of clinical champions to facilitate adoption within their organizations.

• Independently lead renewal and expansion discussions, handling negotiations and contracts. Clearly articulate value and ROI, constructing the commercial rationale that ensures renewal is a foregone conclusion rather than a last-minute effort.

• Take responsibility for the commercial performance of your portfolio. Analyze usage and adoption data to proactively identify upsell opportunities, address risks before they lead to churn, and hold yourself accountable for revenue retention targets.

• Conduct executive business reviews that link product usage to clinical outcomes, providing customers with a clear understanding of their return on investment.

• Act as the primary advocate for your customers within the organization, collaborating with product and implementation teams to resolve issues and influence the development roadmap.

• Pilot and refine the enterprise success playbook, creating repeatable processes that elevate the entire function.

⛳️ Requirements

• A demonstrated history of managing the entire commercial lifecycle in an enterprise B2B setting, encompassing renewals, expansions, and multi-stakeholder negotiations.

• The analytical skills necessary to evaluate account health, interpret usage data, and convert insights into a clear commercial action plan.

• Experience in or closely associated with the healthcare sector, preferably within hospitals, health systems, or clinical settings.

• The credibility and communication abilities to engage effectively with C-suite and clinical leaders, along with the forthrightness to conduct difficult conversations when necessary.

• A revenue and growth-oriented mindset, understanding the distinction between a managed account and one that is actively grown.

• Preferred: Experience in managing implementation transitions and collaborating cross-functionally with product or technical teams.

• Familiarity with Australian hospital systems, public health procurement processes, or large enterprise health networks.

• Previous experience in a high-growth startup where the operational framework was still under development.

🏝️ Benefits

• Parental Leave - 14 weeks of paid leave for primary caregivers and 4 weeks for secondary caregivers.

• Flexible Work - a hybrid model for our Melbourne team, acknowledging that great work occurs beyond the office.

• Health & Wellbeing - wellness initiatives, annual flu vaccinations, and complimentary confidential access to our Employee Assistance Program.

• Work from Anywhere - the opportunity to work from any location that inspires you for up to 6 weeks a year.

• Career Development - coaching, mentoring, courses, and lunch and learns. Growth is intentional here, and we invest in it deliberately.

• Social Club - monthly team lunches and quarterly offsite events, because work is more enjoyable when you genuinely like your colleagues.

• Breakfast & Snack Bar - a fully stocked kitchen, including kombucha.

• Referral Program - earn real rewards for introducing great talent to our exceptional team.