Customer Success Manager at RLDatix – Melbourne, Victoria

Title: Customer Success Manager
Location: Melbourne, AU

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members making a difference in healthcare…every day.

We’re searching for an Advisory-level Customer Success Professional to manage and grow a dynamic mid-market portfolio through scalable engagement, strategic insight, and data-driven customer outcomes. In this role, you will act as a trusted advisor, helping customers realise value from our solutions while driving retention, satisfaction, and long-term growth.

How You’ll Spend Your Time

Driving Strategic Customer Value

• Analyse customer business context and operational trends to shape success initiatives aligned to organisational goals.
• Identify customer priorities and deliver tailored recommendations that drive measurable value.
• Troubleshoot complex business challenges using advanced expertise to support strategic outcomes.

Managing Relationships & Engagement

• Build and maintain strong partnerships with stakeholders at all levels.
• Share best practices in stakeholder engagement and resolve complex relationship challenges.
• Proactively address escalated issues to improve customer experience and satisfaction.

Delivering Clear Communication

• Craft and deliver compelling customer communications that articulate value and strategy.
• Present insights through executive briefings, webinars, and digital channels.
• Manage escalated messaging with clarity to ensure understanding and action.

Optimising Processes & Workflows

• Identify inefficiencies in customer success workflows and redesign processes for efficiency.
• Apply continuous improvement principles to enhance account management.
• Deliver measurable operational gains through improved engagement models.

Using Data to Drive Success

• Leverage customer health metrics to inform renewals and proactive interventions.
• Analyse complex data to identify risk and growth opportunities.
• Integrate insights into portfolio planning and decision-making.

Delivering Scalable Solutions

• Identify patterns in customer challenges and design repeatable solutions.
• Develop systematic responses to recurring portfolio needs.
• Improve outcomes through efficient, scalable engagement strategies.

Managing Portfolio & Renewals

• Manage mid-market portfolios using cohort-based engagement models.
• Monitor health and intervene early for at-risk accounts.
• Optimise renewal processes while identifying growth opportunities.

What Kind of Things We’re Most Interested in You Having

• 3–5+ years in Customer Success, Account Management, or SaaS leadership (mid-market or enterprise).
• Proven success improving customer satisfaction, sentiment, and NPS.
• Experience managing mid-market portfolios through scalable engagement strategies.
• Change management experience supporting product, platform, or process transitions.
• Ability to influence stakeholders and align success plans with strategic goals.
• Strong analytical skills with ability to turn data into insight.
• Proficiency with CRM, customer success platforms, and data tools (Excel, PowerPoint, Word; AI a plus).
• Exceptional communication skills, including executive-level presentations.
• Experience optimising workflows and implementing continuous improvement.

What You Will Gain

Joining our team as an Advisory-level Customer Success professional gives you the opportunity to become a trusted expert managing a diverse mid-market portfolio. You will develop advanced skills in scalable account management, drive meaningful impact on customer outcomes, and collaborate with senior stakeholders across the business. This role empowers you to solve complex challenges independently, influence operational strategy, and accelerate your career in a supportive, innovation-driven environment.

By enabling flexibility in how we work and prioritising employee wellness, we empower our team to do and be their best.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, sexual identity, national origin, disability, marital status, or any other status protected by law.

As part of RLDatix’s commitment to inclusion, we provide reasonable accommodation throughout the hiring process. If accommodation is needed, please contact accessibility@rldatix.com.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status