Customer Success Manager

Customer Success Manager / Melbourne, APAC

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 in making a difference in healthcare…every day. 

We’re searching for an accomplished Customer Success professional based in Melbourne, to join our team so we can continue delivering high-impact outcomes and long-term value for our mid-market customer base. In this role, you will manage a portfolio of customers and provide strategic guidance, hands-on support, and data-driven recommendations that strengthen adoption and drive measurable business results. 

• Managing a portfolio of mid-market customers and translating their business goals into actionable success plans

• Troubleshooting complex customer challenges and resolving issues in coordination with cross-functional teams

• Delivering data-driven recommendations, strategic insights, and tailored guidance to support adoption, renewals, and account growth

• Optimizing customer engagement workflows and streamlining success processes to improve operational efficiency

• Crafting clear, compelling communications—including executive summaries, program updates, and value-focused messaging

• Facilitating cohort-based programs, structured outreach, and scalable engagement activities across your portfolio

• Monitoring customer health metrics, identifying risk or opportunity areas, and driving proactive interventions

• Building strong relationships with customer stakeholders and serving as a trusted advisor for best practices

• Identifying recurring customer challenges and contributing to scalable solution design and process improvements

• 3–5+ years of experience in Customer Success, account management, or SaaS customer leadership

• Demonstrated success managing mid-market portfolios through scalable engagement strategies

• Proven ability to drive adoption, optimize usage, and improve customer satisfaction or NPS outcomes

• Experience supporting customers through change management, product transitions, or platform migrations

• Strong analytical ability and comfort working with customer data, health metrics, and performance insights

• Excellent communication skills with confidence presenting to executives and guiding stakeholder discussions

• Ability to troubleshoot complex customer scenarios and align solutions with strategic business objectives

• Familiarity with customer success platforms, CRM systems, data tools, and productivity software (Excel, PowerPoint, Word)

• Experience managing mid-market SaaS portfolios in a high-growth or multi-product environment

• Background in designing scalable playbooks, processes, or programmatic engagement models

• Familiarity with AI-driven customer success tooling, analytics, or workflow automation

• Ability to translate complex operational issues into clear action plans for non-technical audiences

By enabling flexibility in how we work and prioritizing 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 or condition protected by law.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [email protected].