Account Manager

At HotDoc, our purpose is to improve the healthcare experience for everyone in Australia, improving the way patients and doctors communicate. We are Australia's largest patient engagement platform, used by thousands of practices across general practice, allied health, dental, specialist and optometry. We're passionate about building products that have a real impact on patient health outcomes and delivering services that support the growth and sustainability of Australian healthcare.

The role

Our Account Management team is the commercial engine of HotDoc's customer base. We protect and grow the revenue our customers have entrusted to us, and make sure they get lasting, measurable value from what they've invested in.

As an Account Manager, you'll own a portfolio of Mid Market customers — established practices and groups who rely on HotDoc to run a significant part of their patient communication and engagement. You'll build trusted relationships with practice managers and principals, own the commercial performance of your portfolio end to end, and find and convert the opportunities to grow it.

Why this role matters

You'll be the primary commercial owner for your accounts. Your work has a direct, measurable line to revenue retention, portfolio growth and the customer advocacy that drives HotDoc's reputation in healthcare.

What you'll do

• Own retention and growth revenue for your portfolio against targets you help build from the bottom up.
• Lead renewal conversations with confidence — showing the value HotDoc delivers and handling objections with evidence and empathy.
• Find and close upsell, cross-sell and expansion opportunities, and make sure every customer is on the right plan and product mix.
• Run product demonstrations that connect HotDoc's features to each practice's goals.
• Spot risk early — using health data, predictive churn signals and strong relationships — and act before it shows.
• Run regular business reviews and partner with our Training team to lift best-practice use of the platform.
• Use AI tools to surface expansion signals, flag risk and automate reporting.
• Bring the voice of the customer to Product, Marketing and Engineering.

What you'll bring

• A track record of managing and growing a portfolio of accounts against retention and revenue targets in Account Management, Sales or Customer Success — ideally in B2B SaaS.
• Commercial acumen: you understand how customer health, retention and revenue connect, and you own your number.
• Confident written and verbal communication, including presenting to senior stakeholders and running business reviews.
• The ability to influence decision-makers to reach commercial outcomes.
• Sharp prioritisation — you know which accounts and actions move the number.
• Hands-on use of a CRM (HubSpot preferred), data tools such as Metabase, and AI platforms such as Claude or ChatGPT.

Bonus points

• Experience in or alongside the Australian healthcare sector.
• Experience running strategic or quarterly business reviews (SBRs / QBRs).
• We value demonstrated commercial results over formal qualifications. A degree in business, marketing, health administration or similar is welcome but not required.

Why HotDoc

• A generous, uncapped incentive structure that rewards significant commercial outcomes.
• Flexibility to work from home and from our Melbourne HQ.
• Access to our comprehensive Health & Wellbeing Program.
• A generous Learning and Development budget.
• Parental leave benefits program, including paid baby sleep school, first aid courses and EAP for primary and secondary caregivers.
• Company-wide events at our Melbourne HQ several times a year.
• Private and confidential EAP for all employees from day one.
• In-house Career and Strengths Coaching.

Our values are Care, Honesty, Ownership and Fun. We're an employee-first company — we can't provide a great patient and customer experience without first looking after our people.

We ask that all local staff make an effort to attend our Melbourne HQ once a week to build relationships and meet colleagues they may not encounter during a normal working day. If this is not possible, please let us know during the recruitment process so we can discuss flexible working considerations.

HotDoc prides itself on being an inclusive and diverse workplace; in fact, we celebrate it. We encourage applications from all backgrounds, communities and industries. If there are any alternative considerations you might require to perform this role, or anything we can do to assist you in the application process, please let us know.