Voice Customer Success Manager

This is your opportunity to join our team of forward-thinking, change-making individuals. Operating at the intersection of health and tech, you'll help us shape the future of healthcare. 

Our Mission

Healthengine’s mission is to improve access to healthcare by helping Australians find and connect with all care providers. We strive to achieve this through Australia’s leading healthcare marketplace, bringing together over 4 million active Australians, and more than 10 thousand practitioners that are powered by our technology - and growing.

We’re all patients, right? So, it’s easy to get behind a mission that seeks to improve the healthcare experience for all Australians. 

The Gig

As the Voice Customer Success Manager, you will be the trusted advisor for practices adopting Healthengine's AI Receptionist solution. Your mission is to ensure every customer successfully implements, adopts and realises measurable value from the product.

This is a highly technical, customer-facing role that blends onboarding, product expertise, problem solving and customer success. You'll partner closely with practices throughout their first three months, ensuring the AI Receptionist is configured to meet their unique workflows, staff are confident using it, and the practice achieves a strong return on investment.

Working closely with Product, Engineering, Sales and Customer Success, you'll play a key role in shaping the future of both products by testing new features, gathering customer feedback and driving adoption of new capabilities.
 

Responsibilities:

Voice Customer Success

• Own the onboarding experience for AI Receptionist customers during their first 90 days.
• Configure Voice to suit each practice's phone system, workflows and business requirements.
• Deliver onboarding sessions and training for practice teams.
• Monitor customer health, usage and outcomes to ensure customers achieve their desired ROI.
• Proactively identify opportunities to improve customer outcomes and increase product adoption.
• Troubleshoot technical issues and work alongside Product and Engineering to resolve customer problems.
• Conduct Voice Quarterly Business Reviews (QBRs) with customers, demonstrating value, sharing insights and recommending improvements.
• Become the internal subject matter expert for Healthengine Voice.

Pre-Sales & Solution Consulting

• Partner with Sales to showcase the AI Receptionist product during customer demonstrations.
• Attend pre-sales meetings, particularly with enterprise and multi-site healthcare groups, to provide product expertise and technical guidance.
• Consult with prospective customers to understand their workflows and demonstrate how Voice can be configured to meet their operational needs.
• Answer technical and implementation questions, helping build customer confidence throughout the sales process.
• Support smooth handovers from Sales into onboarding, ensuring customer expectations are aligned from day one.

Product Partnership

• Partner closely with the Product Manager to test new functionality before release.
• Provide customer insights that influence product direction and prioritisation.
• Identify & drive adoption opportunities for newly released features.
• Help develop best practice implementation guides and customer playbooks.
• Act as the voice of the customer within the business.

Cross-functional Collaboration

• Work closely with Sales to ensure a smooth handover from implementation to success.
• Collaborate with Support on complex technical issues.
• Share customer feedback and recurring themes with Product and Engineering.
• Build internal documentation, training material and implementation resources.

About You

You're the kind of person who takes accountability in a fast-paced, autonomous and flexible environment. Fast may be your default (like us!) but you never, ever compromise on what’s important, willing to take a steady, more informed approach when it comes to maintaining the trust of our team and customers. You handle change like a pro, and continuous improvement is a way of life. You are not afraid to speak up and share your thoughts respectfully, with the intention of making positive change. You take initiative and drive your own learning journey without waiting for someone to point you in the right direction. And ultimately, you care: about people, health and innovation. 

Experience you’ll bring:

Essential:

• Experience in Customer Success, Onboarding, Implementation, Solutions Consulting or Technical Support.
• Strong troubleshooting and problem-solving skills.
• Excellent communication, presentation and relationship-building abilities.
• Experience managing customer projects from implementation through adoption.
• Ability to learn technical products quickly.
• Strong organisational and time management skills.

Desirable: 

• Experience with telephony, VoIP or AI voice products.
• Healthcare or SaaS experience.
• Experience configuring software platforms.
• Experience presenting software demonstrations to customers.
• Exposure to Product feedback, feature testing or beta programs.
• Understanding of customer success methodologies and value realisation.