Job Description

Welcome to HotDoc

Founded in Melbourne in 2012, HotDoc is Australia's largest patient engagement platform, with over 8 million app downloads. We work with 21,000+ practitioners across General Practice, Allied Health, Dental, Specialists and Optometry, and have helped over 13 million Australians book healthcare appointments. We have ambitious goals to improve healthcare for everyone in Australia — and we're looking for extraordinary people to help us get there.

About the Role

As a Customer Success Manager for our Enterprise & Mid-Market customers, you'll own the post-sales relationship for a high-volume portfolio — driving value, adoption, retention and expansion. You'll be commercially savvy, proactive and organised, comfortable influencing senior stakeholders, and motivated by hitting retention and upsell targets.

This is a 12-month fixed-term contract with the possibility of extension.

What You'll Be Doing

• Own a portfolio of Mid-Market customers and their renewal, retention and growth.
• Hit targets across NRR, revenue growth, churn and NPS.
• Identify and pursue upsell and expansion opportunities.
• Run structured churn-mitigation and Customer Success Plans.
• Be the voice of the customer, and a HotDoc product expert.
• Use AI to work smarter across your portfolio — uncovering account opportunities, meeting and SBR prep, and customer communication, so you spend more meaningful time doing the things that matter.
• Turn portfolio and usage data into compelling value stories — using AI to translate the numbers into clear, tailored ROI narratives that land with everyone from Practitioners or Practice Managers to the C-suite stakeholders.

What You'll Bring

• 2+ years in Customer Success or Account Management (SaaS preferred).
• Exceptional communication and stakeholder influence, including C-suite.
• Commercial acumen and a genuine sales mindset.
• Data storytelling to demonstrate ROI.
• Comfort with ambiguity and a fast-paced, autonomous environment.
• CRM familiarity (HubSpot a bonus).

Could Have (bonus, not expected)

• Experience with a customer-success platform (Gainsight, Vitally).
• Voice-of-Customer / customer-insights exposure.

What Do Our Employees Love About Working for HotDoc?

• An employee-first culture with genuine flexibility (WFH + Melbourne HQ).
• Comprehensive Health & Wellbeing Program and confidential EAP from day one.
• A generous Learning & Development budget.
• Parental leave benefits including paid baby sleep school and first-aid courses.
• In-house Career and Strengths Coaching, plus company-wide events.

HotDoc Is a Place Where You Can Be You

HotDoc prides itself on being an inclusive and diverse workplace — in fact, we celebrate it. If there are alternative considerations you need to perform this role, or anything we can do to support you through the application process, please let us know in your application questions