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Are you passionate about helping customers realise real value from technology?
If you thrive on building trusted partnerships, driving adoption, and delivering measurable outcomes, we'd love to hear from you.
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 Manager (CSM) is responsible for managing and enhancing the end-to-end customer experience across the full customer lifecycle, from onboarding and adoption through to retention, renewal, and growth.
Acting as a trusted advisor, you will partner closely with customers to understand their strategic goals, ensure successful implementation and ongoing use of MediRecords solutions, and proactively identify opportunities to drive long‐term value. You will collaborate cross‐functionally with internal teams to resolve issues, improve product adoption, and deliver a consistently high‐quality customer experience.
This role plays a critical part in driving customer satisfaction, retention, and expansion, while supporting MediRecords' broader business objectives.
Role Responsibilities
Build and maintain strong, trusted relationships with senior stakeholders across assigned customer accounts.
Manage a portfolio of accounts, acting as the primary point of contact and escalation owner.
Develop and execute Customer Success Plans with clearly defined outcomes, milestones, and success metrics.
Drive adoption of MediRecords solutions by aligning features and workflows to customer goals.
Monitor usage, performance, and account health to identify risks, adoption gaps, and opportunities.
Lead QBRs/EBRs to demonstrate outcomes, value, and ROI.
Own the renewal lifecycle, proactively identifying and mitigating renewal risk.
Identify and support expansion opportunities in partnership with Sales and Account Executives.
Lead customer escalations and coordinate internal teams to resolve issues and maintain customer confidence.
Advocate for the customer internally, providing structured feedback to influence product and service improvements.
Maintain accurate forecasting, reporting, and customer success documentation, including success plans, health assessments, renewal plans, and value summaries.
About you
5+ years' experience in senior or strategic enterprise customer management (nationally or internationally)
Proven ability to engage at all levels of a healthcare organisation, from practice managers to executive leadership
Strong business acumen, including experience with contract negotiations and account renewals
Solid technical domain knowledge within SaaS and/or the healthcare industry
Strong technical aptitude with the ability to uplift customer capability
Project management skills enabling delivery across cross‐functional teams
Advanced experience using CRM platforms and Atlassian tools (highly desirable)
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.
Your application will include the following questions:
* How many years' experience do you have as a Customer Success Manager?
* Which of the following statements best describes your right to work in Australia?
* What's your expected annual base salary?
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