Job Description

About HotDoc

At HotDoc, our purpose is to improve the healthcare experience for everyone in Australia, improving the way patients and doctors communicate. We are Australia's largest patient engagement platform, used by thousands of practices across general practice, allied health, dental, specialist and optometry. We're passionate about building products that have a real impact on patient health outcomes and delivering services that support the growth and sustainability of Australian healthcare.

The Role

HotDoc's SMB customers are our largest customer population — thousands of practices where most engagement happens through automated, digital channels. As our Scaled Customer Success Manager, you own retention across that segment.

You'll use data, automation and AI to spot risk early and act before it becomes churn: building the lifecycle emails and self-guided resources that reach every customer, and stepping in directly when the signals say a practice needs a conversation. You'll work hand in hand with our Account Executive, Upsell on the same segment — you protect what HotDoc has already won; they grow it.

Why this role matters

You protect a foundational share of HotDoc's revenue base, at scale. How well you read risk signals and how good the engagement program you build is will directly shape retention across our largest customer group.

What You'll Do

• Own logo, seat and product retention across the SMB segment against agreed targets.
• Work with cross functional teams to build, measure and continually improve automated engagement — lifecycle email and self-guided resources, including our Training Academy.
• Detect and monitor at-risk customers using data and automation, triage the signals, and intervene where it matters most.
• Apply retention concessions within a defined framework, and know when to escalate.
• Spot expansion signals and hand them cleanly to the Account Executive, Upsell.
• Produce segment health and retention reporting that stakeholders trust, and use it to refine what you build.
• Use AI tools and agents to surface risk, automate engagement and speed up analysis — building them yourself or with our Revenue Operations team.
• Feed customer insight back to Product, and share what works with your Customer Success peers.

What You'll Bring

• A track record in Customer Success or Account Management, ideally in a high-volume, digitally-led SaaS environment.
• Evidence of managing retention outcomes across a large customer base without relying on named 1:1 relationships.
• Strong data literacy — you can find patterns and risk signals across a pooled customer base.
• Clear written and verbal communication, including content that works at scale.
• Sound commercial judgement — applying concessions within a framework and knowing when to escalate.
• The ability to triage a high volume of signals and focus where intervention matters.
• Hands-on use of a CRM (HubSpot preferred), a data platform (Metabase or similar) and AI tools such as Claude or ChatGPT in your day-to-day work.

Bonus points

• Experience in or alongside the Australian healthcare sector.
• Experience building or optimising automated lifecycle or in-app engagement programs.

Demonstrated results matter more to us than formal qualifications or years in a seat. If you've done this work, we want to hear from you.

Why HotDoc

Our values are Care, Honesty, Ownership and Fun. We're an employee-first company — we can't provide a great patient and customer experience without first looking after our people.

• Flexibility to work from home and from our Melbourne HQ
• Access to our comprehensive Health & Wellbeing Program
• A generous Learning and Development Budget
• Parental leave benefits program including paid baby sleep school, first aid courses, and EAP for primary and secondary caregivers
• Company-wide events and activities at our Melbourne HQ several times a year
• Private and confidential EAP program for all employees from day one
• In-house Career and Strengths Coaching tailored to every employee

We ask that all local staff make an effort to attend our Melbourne HQ once a week to better build relationships and meet colleagues they may not encounter during a normal working day. If this is not possible, please speak to us during the recruitment process so we can assist with flexible working considerations if required.

HotDoc prides itself on being an inclusive and diverse workplace; in fact, we celebrate it. If there are any alternative considerations you might require to perform this role, or if there is anything we can do to assist you in the application process, please let us know. We will do our best to make this a great experience for you.