Customer Success Manager at Harrison.ai

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

18 Jan, 26

Salary

0.0

Posted On

20 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Clinical Support, Technical Proficiency, Communication Skills, Negotiation Skills, Interpersonal Skills, Data Analysis, Reporting, Healthcare IT, Medical Imaging, Change Management, Sales, Consultative Engagement, Product Adoption, Customer Satisfaction, Stakeholder Management

Industry

Hospitals and Health Care

Description

Why join us? 🌍 Innovate for Global Good. Join us to pioneer world-first AI technology that transforms patient outcomes and helps build a healthier, fairer world. 🤝 Collaboration Across Continents. Work with brilliant minds from every corner of the globe in a culture built on trust, autonomy, and genuine teamwork. 🚀 Well-Funded & Global. Backed by world-class investors including Aware Super, Blackbird Ventures, Skip Capital, and Horizons Ventures, we’ve raised over US$240M to accelerate our global impact. 🌱 Scale Your Potential. Tap into yearly L&D budgets, mentoring, hackathons, and secondments—all supported by a transparent growth framework to grow your career. 💻Flex for Life. Work when and where you do your best—with WFH options, flexible hours, and the autonomy to make an impact your way. 🙌 Support for Every Family Journey. From fertility to parenthood, loss, and even grandparenthood—we provide inclusive, thoughtful policies to support families in every stage. About Your Role We are in an exciting phase of rapid growth at Harrison.ai and as we continue to grow, we have identified the need to find a commercially astute Customer Success Manager (CSM) to join us. Your role will involve partnering with our sales and services teams to lead customer engagements for the planned expansion of our company and our sales strategies across ANZ as new customers are onboarded and new products are brought to market. The CSM role is responsible for ensuring our customers realise true value from the Harrison.ai portfolio of products. The CSM will use Harrison.ai's innovations and technologies to help achieve the customer’s goals and solve their needs - driving greater value across multiple domains including clinical, operational and financial. This multifaceted customer facing role will see you become a trusted advisor, partnering with customers in the pre-sales phase and then providing on-going clinical, technical and commercial engagement post-sales. The result is increased product adoption, customer satisfaction and long-term retention. As part of our Commercial team, this role will see you collaborate and build strong relationships across a wide range of internal and external stakeholders. You will work closely with our sales and presales solution, professional services, marketing and product management teams. Through joining our exciting, agile and fast-growing organisation – you will be given the autonomy and rare opportunity to truly make your mark on our commercial sales evolution and help us establish ourselves globally with a strong client base. In doing so, you will play a vital role in helping us achieve our goal of scaling medical predications globally to improve patient outcomes and make a positive impact for the world. What You Do: Ownership and responsibility for customer satisfaction with Harrison.ai products and services, Design, develop and deliver customer onboarding and training of new releases, upgrades and / or versions (changes) to ensure the most effective use of the Harrison.ai Enterprise products, Design, develop and deliver change management initiatives in collaboration with internal stakeholders like Marketing and Product Management, Understand customer workflow, provide clinical support to projects in implementation, including end-user application training, customer adoption and success, Conduct customer discovery in a consultative manner, developing statements of work and success criteria as part of presales engagements and partnering with customers to help achieve their business goals, Develop customer success plans post sale to ensure we deliver on the customer’s business goals and achieve maximum value from their Harrison.ai investment, Work closely with installed base customers to identify cases which highlight the benefits of Harrison.ai Enterprise solutions, forming the basis of case studies developed in collaboration with marketing teams, Collaborate with our Product Management team to gather customer insights and feature requests that will guide product roadmap changes, and Work closely with installed base customers for ongoing clinical engagement and support, and identify upsell opportunity for future products. What You Bring: Bachelor’s degree level education in Medical Imaging, Healthcare IT or equivalent BSc, Good understanding of clinical workflows given prior experience working with clinicians and leadership (executives, C-suite) in a similar healthcare role, Technical proficiency with medical imaging IT systems (i.e. PACS/RIS software, DICOM/HL7 standards), Highly developed communication, negotiation and interpersonal skills, Experience with survey tools, data analysis and reporting, Results driven and collaborative team player, and Willing to travel up to 25-40% of the time for the role as needed. Nice to have skills and characteristics: Previous experience in Clinical Applications, Customer Success Experience and/or Sales within the healthcare industry, Formal qualifications including project or change management certifications, and Previous experience with Salesforce. What we’re about At Harrison.ai, we’re redefining what’s possible in healthcare. Through our diagnostic AI solution, we’re building AI tools that help clinicians deliver earlier, more accurate diagnoses and raise the standard of care for millions of patients worldwide. Our mission is bold but simple: to scale global healthcare capacity and create a fairer, healthier world. By using AI as a co-pilot for clinicians, we’re tackling one of healthcare’s biggest challenges, the shortage of human expertise, and giving every patient the chance to access timely, high-quality care, no matter where they live. Because while we’re building cutting-edge AI, what we’re really building is hope—that everyone can access the healthcare they deserve. And we’re just getting started. What's next? If you’re inspired by what we're up to, please apply now and we'll be in touch soon. We are proud to be an Equal Opportunity Employer. Diversity’s not a buzzword here, it’s in our DNA. Diverse perspectives shape our culture and make our work better. We’re committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.

Responsibilities

The Customer Success Manager will ensure customers realize true value from Harrison.ai products by leading customer engagements and driving product adoption. This role involves collaborating with sales and services teams to enhance customer satisfaction and retention.