About MediRecords
MediRecords is transforming the future of healthcare technology. Our innovative, cloud‐based solutions equip healthcare providers with modern, intelligent tools that streamline workflows and elevate patient care. Trusted by doctors, multidisciplinary clinics, hospitals, and government departments across Australia, we are a fast‐growing organisation that values collaboration, integrity, and innovation.
About the Role
The Customer Success Associate supports the end‐to‐end customer journey for SMB customers, ensuring successful onboarding, adoption, and ongoing value from MediRecords solutions. Acting as a trusted guide, you'll deliver scalable, high‐quality engagement, resolve issues, and empower customers to become independent users. Your work will directly contribute to customer satisfaction, retention, and long‐term growth.
Role Responsibilities
* Own the customer experience for SMB accounts, using a primarily self‐service approach.
* Build rapport through professional, consistent communication and regular touchpoints (check‐ins, reviews, group training).
* Guide customers through onboarding and adoption using scalable resources, automated journeys, and self‐service tools.
* Promote product adoption through low‐touch engagement: emails, guides, webinars, in‐app tips, and short training sessions.
* Monitor early adoption milestones, identify blockers, and intervene with targeted support.
* Identify at‐risk accounts and follow defined retention playbooks to maintain engagement.
* Act as the first point of contact for customer inquiries, resolving common issues and triaging escalations.
* Capture customer feedback, usage trends, and churn insights to inform product and process improvements.
* Identify and communicate expansion opportunities to drive adoption of additional features or modules.
* Document all account activity, risks, and actions in CRM/CS tools to maintain visibility and continuity.
* Convert common customer questions into reusable self‐service materials to enhance scalability.
About You
* 2–5 years in Customer Success, Customer Support, Account Management, Implementation, or SaaS environments.
* Proven experience managing post‐sale customer relationships and driving adoption.
* Comfortable engaging with healthcare professionals at all levels, from practice managers to executives.
* Strong analytical, communication, and time‐management skills.
* Ability to work collaboratively with internal teams and manage multiple priorities effectively.
What You'll Enjoy
* Ongoing training and professional development to support your career growth.
* Regular team‐building activities and social events that foster connection and collaboration.
* A personal wellbeing / birthday leave day.
* A modern office environment with great coffee, excellent amenities, and a friendly, supportive team.
* A flexible hybrid work model, balancing working from home with in‐office collaboration three days per week.
Application Questions
* Which of the following statements best describes your right to work in Australia?
* What's your expected annual base salary?
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