Role Description We are seeking a motivated Customer Success Associate to join our team. This is the entry point into our Customer Success function, ideal for someone who genuinely loves working with customers, is technologically savvy, and is motivated by delivering great outcomes for the people they support. Your primary focus will be maintaining regular contact with our lower-touch customers, checking in on how they are using the platform and being their first port of call when something is not working. You will triage concerns as they come in and escalate anything complex or urgent to a Customer Success Manager or Team Lead, with clear context so nothing gets lost. This is a relationship and communication role, not a contract or paperwork role. You will report to our Director, Customer Success ANZ, and join a small, close-knit CS team where you will get direct visibility and mentorship rather than getting lost in an org chart. This role suits someone who is proactive, technologically savvy, and comfortable juggling multiple customer conversations at once in a fast-moving, remote-first team. - Maintain regular, proactive contact with a portfolio of lower-touch customers, checking in on their experience and usage of the platform - Act as the first point of contact for customer queries and concerns, triaging issues and identifying the right internal owner - Escalate complex, at-risk, or urgent issues to a Customer Success Manager or Team Lead promptly, with clear context - Support onboarding: Check-ins post-implementation, and welcome sequences for new clients - Maintain accurate account records and health data in our CRM (HubSpot) - Help prepare materials for business reviews and track follow-up actions. Qualifications - Genuinely enjoys working with customers, and is motivated by delivering great outcomes for them - Technologically savvy - quick to learn new tools and systems, and comfortable troubleshooting simple issues independently - 0-2 years experience in a customer-facing, administrative, or support role (SaaS or software exposure desirable but not essential) - Highly organised, with strong attention to detail - A clear, confident communicator, comfortable liaising with clients and internal teams - Comfortable working with CRM and reporting tools (HubSpot or similar) - Able to work independently in a remote setting while staying closely connected to a distributed team. Requirements - Consistent, proactive contact maintained across your portfolio of lower-touch customers - Customer queries and concerns triaged and, where needed, escalated within agreed response times - Account records and health data kept accurate and up to date in HubSpot - Positive feedback from the CSMs and clients you support Benefits - Fully remote role with flexibility and autonomy - A one-off home office subsidy to help set you up in a productive working environment - A clearly defined growth path - this role sits at the first level of our Customer Success ANZ Career and Growth Framework, with a track through to Customer Success Manager and beyond - Enhanced parental leave policies - Flexible holiday swaps plus an additional day off for your birthday - Regular team events - monthly breakfasts, mid and end of year parties and volunteer days - A supportive, innovative culture where your input is valued and your growth encouraged Company Description We welcome applications from people of all backgrounds and encourage candidates from marginalized communities to apply. If you need adjustments during the interview process, please let us know — we’ll do our best to support you. Please note: You must have the legal right to work in Australia. A police record check will be required as part of the process.

• Troubleshoot and resolve complex technical issues — including application installation, network connectivity (VPN, DMZ, firewall-related), and device management issues — through debugging, log analysis, and API-level investigation. • Design and implement technical solutions, integrations, and workarounds tailored to customer environments, including custom API interactions and scripting (Bash/Python) for workflow automation. • Monitor customer health metrics and proactively flag technical risks that could affect retention. • Serve as the primary technical point of contact for a portfolio of customer accounts throughout their lifecycle. • Lead technical onboarding calls, product demos, and training sessions for customers during PT business hours. • Partner with Customer Success Managers to ensure smooth onboarding, adoption, and renewal of accounts.

• Fuel solutions ensuring every customer request makes the deepest impact possible • Be a Splunk expert and guide account teams and customers on optimal use of Splunk Platform • Deliver workshops, prescriptive guidance, and achieve onboarding milestones • Engage with Technical Success Engineers to assess account health • Collaborate with Customer Success Executives on adoption opportunities • Conduct strategic, case-based technical consulting (up to 90 days) • Provide recommendations for improving customer’s overall technical health • Maintain strong partnerships with Sales/Customer Success roles

Role Description Você será responsável por impulsionar resultados reais para nossos clientes, garantindo que cada parceria evolua com valor, previsibilidade e impacto. Seu papel é atuar como consultor estratégico, conectando necessidades de negócio, dados e soluções da Telavita para gerar crescimento sustentável — tanto para o cliente quanto para a empresa. Você será a voz do cliente dentro da Telavita e, ao mesmo tempo, o embaixador da nossa excelência junto às organizações que atendemos. - Impulsionar Resultados de Negócio: - Apoiar clientes na geração de impacto mensurável - Monitorar indicadores-chave e construir planos de ação para riscos e oportunidades - Produzir análises estratégicas, relatórios executivos e apresentações que evidenciem o impacto das soluções da Telavita - Navegar em Ambientes Complexos: - Atuar com múltiplos stakeholders, equilibrando expectativas, prioridades e ritmos distintos - Conduzir as entregas internas garantindo coerência com o diagnóstico e objetivos do cliente - Orquestrar a Jornada do Cliente: - Atuar como guardião da experiência do cliente, resolvendo questões operacionais com agilidade e foco em resultado - Conduzir onboarding, evolução e expansão, garantindo uma experiência fluida e consultiva para entrega de valor acordada - Realizar reuniões táticas, workshops, visitas e follow-ups com decisores e influenciadores, fortalecendo engajamento e evolução da parceria - Transformar Dados em Estratégia: - Interpretar cenários, analisar métricas e traduzir informações complexas em insights acionáveis e narrativas de impacto - Transformar dados operacionais em inteligência de gestão, gerando recomendações práticas e insights de negócio - Consolidar feedbacks para impulsionar melhorias contínuas em produtos, processos e experiências Qualifications - Formação em ensino superior completo em áreas correlatas a saúde (Psicologia, Enfermagem, Medicina, Nutrição, Fisioterapia, etc.) - Mais de 5 anos de experiência em Customer Success atuando B2B - Fortes habilidades de comunicação clara e objetiva, relação interpessoal e escuta ativa - Experiência em análise de métricas e indicadores de performance - Capacidade analítica e organização para priorizar demandas com foco no cliente - Excel intermediário/avançado e domínio das ferramentas de análise de dados Requirements - Experiência com empresas no segmento de saúde e tecnologia - Experiência em healthtechs ou startup - Vivência com contas complexas, produtos digitais Benefits - 💙 Impacto real na saúde mental de milhares de pessoas - 💡 Ambiente dinâmico e inovador, com autonomia e desafios estratégicos - 📈 Oportunidade de crescimento, atuando diretamente na evolução de um dos principais produtos de saúde mental digital do Brasil