We are seeking an experienced, innovative, and detail-oriented Customer Success Lead who will be obsessed with our customers’ successful engagement with our products and services. Our customers are leading employers, insurers, and providers in Australia and New Zealand. Reporting to the Chief Customer Officer, this role is responsible for maintaining and strengthening customer relationships, enhancing customer experiences, leading customer implementations and taking responsibility for upsell opportunities and renewals. 

Role and Responsibilities

• Be the primary point of contact and face of Osara Health to our customers. 
• Foster and manage relationships with customers across Australia and New Zealand, making every customer contact feel like a VIP.
• Lead customer account strategy by developing strategic plans, identify opportunities for growth, and overall success of customer relationships from implementation and beyond.
• Take ownership of strategic planning and progress tracking to ensure the timeliness, effectiveness and overall success of customer partnerships. 
• Convey a deep understanding of and passion for Osara Health’s products and services to customers.
• Be the voice for our customers within the team and ensure our services are aligned with customer requirements.
• Work cross-functionally with business development, marketing, and product teams to understand customer challenges and proactively surface opportunities for improvement.
• Feedback and contribute ideas on new product development.
• Communicate value to customers on a regular basis, using data to tell meaningful and actionable stories.
• Drive overall customer satisfaction, enrolments, and customer interest in additional products.
• Travel to customer locations as needed.

Skills & Experience

Necessary:

• Minimum 4 – 6 years of experience in a customer-facing role, such as customer success, professional services, or strategy.
• A relevant degree.
• Experience project managing and own the post-sale implementation in collaboration with technical teams.
• You have commercial acumen and know how to maximize both participant and customer outcomes. You make appropriate prioritization decisions.
• A level of experience in a customer-facing role, working towards upsell and cross-sell opportunities, and owning the renewal process.
• Natural ability to read and respond to a situation in the best interests of Osara Health and our customers.
• A track record of working creatively, in response to challenges both in and out of your control.
• Excellent written and verbal communication skills.
• Strong organisational skills and attention to detail.
• Proactive attitude that stays a step ahead of customer and company needs.
• Ability to multitask, prioritise, and manage time effectively.
• Ability to work in a remote team environment.
• A passion for forming and nurturing successful customer relations and helping customers succeed.
• Comfortable in a fast-paced environment and working independently without too much process or structure.

Preferred:

• Experience project managing and owning the post-sales implementation in collaboration with technical teams.
• Experience in field sales or account management working towards up-sell and cross-sell opportunities, and owning the renewals process.
• Experience in the healthcare industry, particularly in chronic disease prevention and digital health.

Benefits

• Established remote working culture.
• Opportunity to work for a market leader in the industry.
• Be part of a fast-growing company making a significant impact in healthcare, improving the lives of people living with cancer.
• Opportunities for professional growth and development.
• Flexible Time Off and wellbeing days to help you rest, recharge, and connect with loved ones.
• Generous parental leave.

Why Osara Health?

• Great team and company culture with 25 close-knit team members who are down to earth, hardworking, and kind.
• Opportunity to contribute to a start-up with a social purpose.
• We carefully hire the best talent, actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Osara Health is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, colour, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, marital status, sexual orientation, or any other basis protected by commonwealth laws.

About Osara Health

Osara Health was founded in 2015 by cancer specialists to transform the experience of living with cancer. We build support programs and technology designed to support and empower people impacted by cancer. We believe strongly in the power that positive healthy behaviours can have on clinical outcomes, which is why we aspire to be the leaders in behaviour change.

If this sounds like an exciting opportunity for you, please apply by sending your resume and cover letter to [email protected]. We look forward to receiving your application!

The Osara Health Team