Manager, Customer Success Team
HotDoc, Australia

HotDoc’s mission is to improve the health care experience for everyone in Australiaalready more than half of Australia’s GPs and 1 in 4 Australians use the platform. Our technology helps better connect patients and doctors by making interactions between both parties accessible and easy across the entire patient journey, from bookings through to post-appointment follow-ups. Now we’re going one step further, developing products aimed at proactively improving patient outcomes by encouraging patients to play a more leading role in the management of their own health.

You will get to take on the challenge of scaling a Customer Success team. We foster a collaborative work environment where you’ll get to work cross-functionally with members of the marketing, product, sales and the wider CX teams in your day to day work. You will enjoy flexible work arrangements while thriving in an ethically driven company that fosters inclusivity, and where action on personal and professional development is actively encouraged.

In this role, you will be leading the Customer Success Function for Small and Medium-sized businesses to deliver best in class customer value and experience. Supporting you in achieving this, are a small number of Customer Success and Oboarding Team Leaders who will directly manage your indirect reports within the Customer Success team.

You will be responsible for driving mutually beneficial relationships between HotDoc and the Customer. This is measured through Customer time to value, loyalty and retention, as well as optimising for product adoption and utilisation across the end to end post sales lifecycle.

HotDoc has set the expectation for our Customers and Employees that we will be a gold standard in Customer Success and Onboarding and we see this as an integral part of our overall Customer Experience. As the functional leader of this team, you are an energised Customer Success tactician, enthusiastic about scaling a function for success whilst managing cost to serve and cost to onboard.

• Lead the Customer Success and Onboarding function for small and medium sized portfolios in achieving objectives and key results specifically and not limited to cost to serve and onboard, customer loyalty, customer retention, up-sell and expansion management
• Be responsible for the successful execution of the Customer Success and Onboarding Strategies, scaling the team through self service in onboarding and product adoption.
• Identify and ensure delivery of continuous improvement across all Customer Success and Onboarding processes, frameworks, knowledge management and training materials
• Partner closely with key stakeholders at HotDoc including Sales, Marketing, Finance, Product and Technology to drive improvement in customer experience by identifying, synthesising and delivering customer insights that shape their priorities and roadmaps
• Drive excellence in product and domain learning, career development and performance management of both direct and indirect reports (supported by team leaders), including training and hiring of new team members
• Ensure at all times the team is the right size, has the right skill set and that performance is adequately measured to deliver an exceptional experience
• Lead and manage the execution of Customer Success and Onboarding improvement initiatives, playing your part in the delivery of the overall CX strategy
• Partner closely with the Head of Customer Experience and all members of the CX Leadership team in lifting CX maturity at HotDoc and driving a culture of customer first
• Be an active contributor to the voice of the customer program and in the product delivery framework, providing relevant insights and data as required

Requirements

• Minimum of 3-5 years leadership experience in a team of 10-15+ direct/indirect reports
• Be a Customer Success and / or Onboarding tactician, you’ve earned these stripes in similar roles before
• Experience in a Customer facing leadership role in a SaaS scale up company, highly desired
• Tertiary Qualifications in a Business, Science or Social Science related field
• Evidence of a strong track record in people management and leadership
• Demonstrated application of customer experience/customer success frameworks and methodologies to lift the maturity of a Customer Success and Onboarding function.
• Demonstrated ‘customer and people first’ mindset and proactive nature to go above and beyond to delight customers and employees and create lasting customer and employee relationships
• Ability to test and learn methods in driving increased customer loyalty, retention and product expansion and a track record in achieving strong results in these accountabilities.

Job Rewards and Benefits