Customer Success Manager
Help healthcare practices onboard, hit their KPI goals, and extract genuine, measurable value from the PratixBI platform each quarter.
About the role
PratixBI helps Australian dental practices, GP clinics, and cosmetic clinics understand and act on their performance data. Our platform surfaces the KPIs that drive practice health — revenue, patient retention, chair utilisation, and more — and delivers them in a clear, actionable format to every person in the practice.
As Customer Success Manager, you will be the primary point of accountability for ensuring our practice customers onboard successfully, adopt the platform deeply, and achieve measurable outcomes. You will own the post-sale relationship — guiding practices through setup, running quarterly performance reviews, and being the internal voice of the customer when it comes to product and process improvements.
This role sits at the intersection of healthcare operations, data, and relationship management. You'll need to be comfortable discussing financial metrics with practice owners, interpreting KPI trends, and translating data insights into concrete actions that practices can take immediately.
Key responsibilities
- Own the onboarding process for new practice customers — from initial data integration through to first live dashboard and quarterly review cadence
- Conduct structured quarterly performance reviews with practice owners and managers, interpreting KPI trends and identifying improvement opportunities
- Proactively monitor customer health metrics and intervene early when engagement or outcomes trend in the wrong direction
- Build and maintain strong relationships with key stakeholders across each practice — owners, practice managers, and clinical leads
- Serve as the internal advocate for customer needs, feeding structured insights into product development and operational processes
- Develop and maintain customer success playbooks, onboarding guides, and best-practice documentation
- Identify expansion opportunities within the existing customer base and collaborate with the broader team on renewals
What we're looking for
- 3+ years in a customer success, account management, or client services role, ideally within SaaS or a data-driven product environment
- Strong analytical mindset — you're comfortable interpreting business performance data and translating it into clear, actionable insights for non-technical stakeholders
- Excellent verbal and written communication skills; the ability to build trust with busy, professional stakeholders
- A structured, process-oriented approach to managing a portfolio of accounts simultaneously
- High degree of ownership — you follow through, you proactively solve problems, and you don't wait to be asked
Preferred: Experience working with healthcare practices, knowledge of Australian practice management systems, or a clinical/allied health background.
Role details
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Employment typeFull-time
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LocationRemote – Australia
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DepartmentCustomer Success
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Start dateImmediate availability preferred
What we offer
- Competitive salary commensurate with experience
- A clearly-defined 90-day onboarding plan with measurable milestones
- Direct access to the founding team and meaningful input into the product roadmap
- Flexible working arrangements to suit your lifestyle
- Work with real healthcare businesses making real decisions based on your expertise
Ready to apply?
Send your CV and a brief note about yourself to our people team.
people@pratixbi.comInterested in this role?
Send your CV and a brief introduction — tell us about your experience with customer success, what draws you to healthcare, and why PratixBI interests you. We read every application and aim to respond within 5 business days.
Apply via people@pratixbi.com