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Senior Customer Success Manager - Remote

HealthCare Logic Pty Ltd
Gold Coast QLD

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Job Details

Permanent | Full-time
10 days ago

Qualifications

SaaS
Leadership
Hospital experience
Nursing

Full Job Description

HealthCare Logic is a high growth emerging leader in hospital intelligence. We provide purpose-built intelligence platforms, experiences and services to help hospital systems achieve peak performance. We empower Public and Private, individual hospitals to networks, regions, State and National, to Departments of Health.

At HealthCare Logic we are empowering executive, clinical, and operational teams to make smarter, faster decisions that improve patient outcomes. Our flagship platform, SystemView, is embedded in and transforming over 170+ hospitals across Australia, Ireland, and the UK.

You’ll join a borderless team of data engineers, scientists, clinicians, product experts, and customer success pros - curious minds driven by impact. Together, we’re creating a globally connected network of high-performing hospitals.

We work at the intersection of AI, real-time data, and clinical strategy - and we’re looking for senior talent who thrives in complexity, leads with purpose, and wants their work to directly shape the future of healthcare.

If you're passionate about data with purpose, and ready to make your mark in a company that’s scaling fast and thinking big - we want to hear from you.

About the Role:

This is a senior, integrated customer-facing role for someone who's done customer success in healthcare or healthtech and is ready to operate as the trusted operational partner to hospital clinical and operational leadership.

You'll own the post-go-live customer experience end-to-end across a portfolio of Australian health service customers, driving sustained adoption, delivering training and enablement, leading Performance Accelerator programs, and running operational governance with domain leads in ED, OPD, Surgery, and Beds.

This role sits within a restructured Customer Success function. You'll be backed by a dedicated Business Analyst for customer health analytics, ticket trends, and data quality work; supported by the Head of Clinical Solutions for methodology and complex clinical escalations; and partnered with the Head of Strategic Partnerships, who owns the commercial and executive strategic relationship across the customer base.

Key Responsibilities:

Own the end-to-end operational customer relationship across a portfolio of Australian health service customers, from go-live through to renewal readiness
Deliver training and enablement across the portfolio, including onboarding, role-based training for clinical, administrative, and IT teams, refresher sessions, power user sessions, and use-case clinics
Lead Performance Accelerator programs in partnership with the Head of Clinical Solutions, ensuring programs are embedded into customer governance and translate into measurable performance outcomes
Lead Monthly Operational Reviews and contribute to Quarterly Business Reviews, delivering insight-led narratives that demonstrate platform value
Engage hospital clinical leaders, operational executives, domain leads, and governance forums to drive strategic alignment and adoption accountability
Drive proactive risk management, monitoring health scores, NPS, and churn signals to identify at-risk accounts early and safeguard retention
Build and develop customer-side champions, super users, and operational advocates to drive sustained adoption
Partner with the Business Analyst function to leverage ticket trends, usage data, and customer health signals to inform engagement strategy
Advocate for customer needs internally, working with Product, Engineering, and Service Delivery to inform roadmap decisions

About You:

Clinical, clinical operations, or healthcare operational background — nursing, allied health, hospital operations, clinical informatics, or similar (essential for credibility with hospital clinical and operational leadership)
Experience working in or alongside SaaS health tech environments, with comfort translating technology into practical clinical and operational use cases
Strong track record of delivering training, enablement, and go-live support in complex healthcare settings
Confident communicator who can engage and influence senior clinical and operational stakeholders
Hands-on experience with healthcare data, analytics platforms, or hospital intelligence tools
Strong project coordination skills, with experience running governance cadences in complex stakeholder environments
Comfortable working autonomously, remotely, and across distributed teams
Tertiary qualifications in health, clinical informatics, nursing, or a related field highly regarded

Why Join Us:

Competitive base salary and benefits
Opportunity for career growth within a rapidly scaling leader in hospital intelligence
Collaborative and supportive team culture
Flexible work environment
Opportunities to travel

How to Apply

For any role related questions, please contact [email protected]

To apply please submit your current CV and cover letter.

Please note applicants must have a legal right to work in Australia and answer all of the prerequisite screening questions. Candidates will require a police background check.

At HealthCare Logic we celebrate diversity and strive to create an inclusive environment where all individuals feel valued and empowered. We encourage applications from candidates of all backgrounds, including those from underrepresented groups, to join our dynamic team.

We believe diverse perspectives create stronger teams. If your experience doesn’t perfectly match this description, but you believe you’d bring value to the role, we encourage you to apply.

Company Overview

Please visit our company website for more information

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