Customer Success Manager

About Medow Health

Medow Health is an AI-powered platform designed to make clinical documentation seamless for Specialist Physicians and Surgeons. Our tool is already supporting thousands of specialist doctors across the Asia Pacific and we're growing fast. We're building a future where every doctor has a digital co-pilot, and we're actively developing new AI-native products that will redefine how doctors work. We need the right people to help us get there.

We're looking for a Customer Success Manager to join our CS team and ensure doctors get exceptional, lasting value from Medow.

The Role

• Location: Sydney (Bondi Junction)
• Type: Full-time (4 days in office)

As a CSM at Medow, you'll own the relationships that matters most: our doctors. You'll be the dedicated point of contact for a portfolio of accounts; responsible for onboarding new users, nurturing ongoing engagement, and ensuring every doctor continues to see real value from the product over time.

You'll work within a CS team that partners closely with Support, Product, and Ops, meaning you can focus on what CSMs do best: building relationships, growing accounts, and being a trusted partner to the doctors you work with. This role is ideal for someone early in their career who's highly organised, people-oriented, and looking to grow in a mission-led, fast-paced startup.

Key Responsibilities

Onboarding and Activation

• Own the onboarding process for new doctors, ensuring a structured and smooth experience from day one
• Lead intro calls, send tailored welcome packs, and follow up on key activation milestones
• Drive activation within the first 1-2 weeks and proactively remove any blockers alongside the Support team
• Monitor early usage and ensure new users are set up for long-term success

Relationship Management and Account Growth

• Serve as the primary relationship holder for a portfolio of accounts
• Build genuine rapport with doctors via email, video/voice calls, and async communication
• Track engagement metrics and identify opportunities to deepen product usage and account health
• Flag at-risk accounts early and work with senior team members to develop retention strategies
• Support growth by ensuring doctors are continuously realising value and know about new features that can help them

Cross-functional Collaboration

• Partner closely with Support, Product, and Ops to advocate for your accounts
• Be a meaningful voice in product development by collecting structured, high-quality feedback from doctors and translating it into clear insights the Product team can act on
• Help identify patterns across accounts that inform product direction, not just fix individual issues
• Help build and refine internal processes, checklists, and CRM workflows as the team scales

What We're Looking For

• 1-2 years in a client-facing or coordination role (e.g. admin, customer support, account management)
• Strong communication skills: written, verbal, and async
• Exceptionally organised and detail-oriented; you follow up and follow through
• Confident using tools like Google Suite, Slack, and CRMs (HubSpot experience a plus)
• Comfortable working across time zones with remote teammates
• Bonus: Experience in healthcare, SaaS, and/or early-stage startups

Why Join Medow

• Mission-led: Help doctors provide better care through AI
• World-class team: Learn from experienced CS leaders and work alongside experts in AI, healthcare, and strategy
• Tight-knit team: Work alongside people who are ambitious and accountable, but also genuinely enjoy each other’s company inside and outside of work
• Growth opportunities: Step into pod leader roles or explore paths in Ops, Product, or Strategy
• Inclusive environment: We're committed to building a diverse team and warmly welcome applicants from all backgrounds and identities

How to Apply

We value clarity, curiosity, and initiative. Please submit your resume and a brief cover note explaining why you're excited about Medow and this role.