Role Description As a Client Success Manager at hc1, you are the primary architect of the long-term relationship between hc1 and our Health System and clinical laboratory partners. Your number one goal is Client Retention. You will act as a strategic advisor, ensuring that clinical and business executives realize the full potential of our SaaS solutions and consulting services to drive measurable ROI. - Strategic Relationship Management - Multi-Tier Engagement: Build and nurture deep-rooted relationships across your assigned accounts, ranging from C-Suite executives (CMOs, Chief Quality Officers) to laboratory directors and administrative managers. - Alignment: Lead the "Alignment" phase of the client journey by establishing a clear Definition of Success and identifying key resources needed for a meaningful partnership. - Account Planning: Develop and execute comprehensive account strategies to improve engagement and satisfaction, ensuring hc1 remains essential to the client’s long-term business strategy. - Operational Excellence & Review Cadence - Quarterly Business Reviews (QBRs): Own the executive-level QBR process. You will prepare and present structured reports on adoption, performance against SLAs, and—most importantly—demonstrated clinical and financial ROI. - Monthly Operational Reviews: Facilitate regular touchpoints with software users to ensure day-to-day system effectiveness, review AI-powered care gap alerts, and drive feature adoption. - Internal Account Stewardship: Manage monthly internal reviews of your client portfolio to update leadership on account health, potential risks, and strategic opportunities. - Product Advocacy & Growth - The Feedback Loop: Serve as the "Voice of the Customer," gathering feedback via QBRs, CSAT, and NPS surveys to influence the hc1 product roadmap. - Upsells & Renewals: Proactively identify expansion opportunities where hc1’s Ops IQ, Source IQ, or Clinical IQ platforms can solve emerging client challenges. You will partner with the Growth/Sales team to ensure seamless contract renewals. - Training & Enablement: Ensure high platform "stickiness" by coordinating training for new users via the hc1 Academy and rolling out new functionality. - Data-Driven Account Management - Client Universe CRM: Maintain real-time accuracy of client data, contract details, and health status (Red/Yellow/Green) within our proprietary CRM, Client Universe. - Value Delivery: Use data to prove outcomes such as 30–50% reductions in unnecessary blood transfusions and 40% improvements in care gap closure rates. Qualifications - Experience: 5+ years in a SaaS Client Success or Account Management role, preferably within the healthcare, health-tech, or laboratory diagnostic space. - Domain Expertise: A strong understanding of hospital lab operations, healthcare clinical workflows, and the financial drivers of US Health Systems. - Executive Presence: Proven ability to command a room of clinical executives and translate complex data into a compelling "ROI story." - Technical Proficiency: Comfortable navigating complex data environments and using CRM tools (like Client Universe) to track KPIs and account health. - Proactive Mindset: You don’t wait for a support ticket to reach out; you anticipate client needs and identify risks before they impact retention. Requirements - Net Revenue Retention: Your primary measure of success. - Client Health Score: Maintaining positive "Green" status across your portfolio in Client Universe. - Product Adoption: High usage rates across key features of the hc1 IQ Platform. - CSAT/NPS: Direct feedback from your executive and administrative sponsors.

• Take full ownership of the CRM ecosystem and customer database. • Improve database quality, structure, and integrity. • Develop scalable CRM processes and systems. • Ensure accurate tagging, segmentation, and customer categorisation. • Maintain database hygiene and data accuracy across all systems. • Conduct a comprehensive audit of existing CRM systems and customer databases. • Develop and implement a long-term CRM and lifecycle marketing strategy. • Create a structured framework that aligns customer data, marketing activities, and commercial objectives. • Identify opportunities to improve customer engagement and revenue generation. • Build and manage intelligent customer segments based on: - Business size - Customer value - Purchase history - Event attendance - Lead source - Engagement levels - Buying behaviour - Customer lifecycle stage - Recent activity - Lifetime value • Design and manage lead scoring models to identify high-intent prospects. • Use behavioural, engagement, and demographic data to prioritise opportunities. • Work closely with marketing and sales teams to improve lead quality and conversion rates. • Develop and optimise automated customer journeys covering: - New enquiries - Lead nurturing - Webinar registrations - Event registrations - Event reminder sequences - Non-attendee follow-up campaigns - Customer onboarding - Repeat customer engagement - High-ticket prospect nurturing - Upsell and cross-sell campaigns - Renewals - Reactivation campaigns • Plan, coordinate, and launch campaigns across: - Email marketing - SMS marketing - Marketing automation workflows - Behaviour-triggered sequences • Collaborate with copywriters, designers, and the wider marketing team to maximise engagement and conversion performance. • Monitor, analyse, and improve key performance indicators, including: - Open rates - Click-through rates - Conversion rates - Presentation bookings - Webinar registrations - Event attendance - Revenue generated - Customer engagement metrics • Provide data-driven recommendations and continuously optimise campaign performance.

• Conduct a high volume of outbound and inbound calls to prospective and current clients who have expressed interest in financial services • Generate interest and qualify clients for meetings with Financial Advisors to discuss goals, investment strategies, and financial planning needs • Schedule and confirm appointments, ensuring a high completion rate for advisor meetings • Engage clients via phone, chat, and email to answer questions, provide guidance, and enhance the client experience • Utilize pre-defined scripts and sound judgment to assess client needs and determine appropriate next steps • Gather and document client information, including financial needs, goals, and relevant screening details • Accurately record all client interactions in CRM systems • Partner with Financial Advisors regarding prospective client opportunities and handoffs • Troubleshoot issues related to the financial dashboard and escalate to technical support when needed • Route client inquiries to appropriate departments for additional support • Perform administrative and reporting duties as assigned • Ensure compliance with all regulatory requirements, policies, and procedures

Role Description As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management. This is a remote position with a requirement to be based in Australia. - Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams. - Connect customers’ marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps. - Collaborate with technical operations (Customer Integration Engineer) and the development team to integrate Talon.One and troubleshoot technical issues. - Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures. - Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets. - Drive retention and growth to your book of business, handling upsell and renewal conversations with a book of business. - Prepare and deliver strategic and business value to customers daily. Qualifications - Passion for tech and experience with SaaS products and APIs. - Founded experience working in Customer Success, Account Management, or another client-facing role. - Experience working with diverse stakeholders both internally and externally: Marketing, Developers, Sales, and Executives. - Exceptional communication skills in spoken and written English. - Empathetic, positive attitude with a desire to help our customers reach their goals. - Flexible approach and an ability to operate effectively with uncertainty and change. - Ability to manage a book of 15-20 accounts. - Experience working in the loyalty and promotion industry or relevant marketing-related experience. Benefits - 1,600 AUD annual learning budget. - 30 days of annual leave, plus extra paid days for your birthday and moving day. - 450 AUD home office setup budget, a 75 AUD monthly home office allowance. - Freedom to work from abroad for up to 90 days worldwide! - WeWork On-Demand access for flexible workspace solutions. - Mental health support with nilo.health. - Benefit from health insurance provided through our partner, including options with BUPA Australia and Aetna International. - We contribute the statutory 12% of your salary to your Superannuation fund.