Customer Success Manager

Job Description A Customer Success Specialist for an expanding healthcare technology startup. About Us We are a growing healthcare technology company, changing how dental practices connect with their patients. Founded by a practicing dentist, we serve practices across Australia and Europe, facilitating over 130,000 patient interactions monthly through our SAAS platform which improves patient satisfaction and accelerates practice growth. The Role We're seeking a Customer Success Specialist to become the trusted advisor for our dental practice clients. You'll ensure they unlock the full potential of our platform whilst driving measurable improvements in both patient care and business performance. As our customers primary champion, you'll guide practices through their digital transformation journey from onboarding through ongoing optimisation. Key Responsibilities Customer Advocacy & Growth  Lead end-to-end onboarding for new dental practices, ensuring seamless implementation and early value realisation.  Build strong, consultative relationships with practice managers, dentists, and administrative teams to drive engagement and satisfaction.  Identify growth and expansion opportunities, partnering closely with the sales team on upsell initiatives.  Monitor customer health metrics and proactively mitigate risks to reduce churn.  Proactively support practices in adopting new and existing features to maximize product value. Data-Driven Insights  Analyse patient feedback trends and engagement metrics to provide actionable insights  Develop customised improvement recommendations based on -specific data  Manage escalations with empathy and expertise, turning challenges into success stories Product Partnership  Partner with our product team to communicate customer needs and influence roadmap decisions  Participate in beta testing and gather user feedback for product enhancements Requirements Essential  2+ years in customer success, account management, or client services (SaaS preferred)  Exceptional communication and presentation skills  Strong analytical mindset with ability to translate data into actionable recommendations  Technical aptitude with SaaS platforms and quick learning ability Highly Valued  Healthcare, dental, or MedTech background  CRM platform experience (HubSpot, Salesforce)  High-growth startup experience