Senior Customer Success Specialist - Health Tech (Healthcare Technology)

Location: Bourke Street, Melbourne, Australia; hybrid model with 3 days working from home per week

Company

hirify.global provides clinical information and healthcare technology solutions, including UpToDate, LexiDrug, and Expert AI, to healthcare and academic institutions worldwide.

What you will do

• Design and execute customer success awareness, onboarding, training, and product adoption programs for hospitals and academic institutions.
• Build relationships with healthcare leaders, clinicians, administrators, and clinical advocates while leading engagement initiatives.
• Manage large-scale national and international projects and develop tailored customer success plans.
• Create onboarding workflows, communication materials, user guides, campaigns, and training content while gathering customer feedback.
• Analyze usage data, identify early warning signs, support retention, upselling, and cross-selling, and proactively address customer issues.
• Troubleshoot access and integration issues, provide technical support for UpToDate and LexiDrug, conduct train-the-trainer sessions, and maintain Salesforce records.

Requirements

• Clinical practice experience is essential.
• Strong technical aptitude and understanding of EMR systems.
• Strong strategic communication skills adapted to different audiences.
• Ability to analyze customer behavior, needs, and performance metrics.
• Comprehensive product knowledge and proficiency with CRM software and support tools.
• Willingness and ability to travel to customer sites, with up to 60% travel depending on the quarter.

Culture & Benefits

• Work with market-leading healthcare technology solutions and contribute to healthcare quality and patient outcomes.
• Join a high-performing and growing APAC sales organization.
• Permanent, full-time employment with a competitive salary, commission plan, and benefits.
• Career development and advancement opportunities within a global organization.
• Flexible working arrangements, including hybrid work and work-from-anywhere flexibility.

Hiring process

• Participate in interviews without AI tools or external prompts; the process evaluates individual skills, experience, and communication.
• Interviews may include an in-person meeting and may require attendance onsite at a hirify.global office.