Digital Customer Success Manager

About Hopper Healthcare

Hopper Healthcare addresses a key challenge in the healthcare sector: the fragmentation of clinical, operational, and financial systems. These disparate systems have historically hindered efficiency, consistency, and increased risks. Hopper has developed a configurable, intelligent healthcare platform that integrates data, workflows, and personnel throughout the care continuum. By consolidating infrastructures and utilizing embedded intelligence, Hopper enables improved clinical outcomes, operational performance, and equitable care access.

Within this ecosystem, Hopper Patient Management (myrecovery) delivers a seamless experience connecting patients, clinicians, and care teams across the entire care journey—from digital onboarding and risk evaluation to remote surveillance, virtual consultations, and patient feedback. Myrecovery is accessible to patients through both the Apple App Store and Google Play Store.

Role Overview

With expansion efforts in Australia, Hopper is seeking a Digital Customer Success Manager who will spearhead the deployment of myrecovery technology among private and public healthcare providers. Reporting to the Vice President of Australia and New Zealand and collaborating closely with the global Customer Success team, this position demands a proactive leader passionate about digital healthcare transformation and patient care improvement.

Key Responsibilities

• Lead end-to-end implementation of the myrecovery platform, from gathering initial client needs to user training, launch, and transition into business-as-usual operations.
• Adhere to established implementation methodologies while working with the global Customer Success team to refine processes for scalability.
• Build and maintain strong relationships with diverse stakeholders, including clinical and operational personnel, as well as life sciences partners.
• Deeply understand customer objectives and definitions of success to ensure solutions provide measurable value.
• Coordinate with internal teams across the USA and Europe to guarantee timely and accurate platform deployments.
• Collaborate with the Product team by communicating patient and clinician feedback to inform future improvements.
• Monitor product adoption trends and customer health metrics based on data and KPIs, taking intervention actions as needed.
• Drive high customer satisfaction levels that facilitate smooth contract renewals.
• Identify opportunities for client expansion and upselling to hand off to the business development team.

Required Qualifications and Skills

• A minimum of 5 years in technology, consulting, or customer success roles; healthcare experience is beneficial but not mandatory, while a strong interest in health technology is essential.
• Exceptional communication capabilities to develop strong partnerships with varied stakeholders.
• Demonstrated project management ability managing multiple deployments or projects concurrently.
• Skill in managing multiple priorities in a dynamic, fast-moving environment.
• Meticulous attention to detail.

Preferred Qualifications

• Experience deploying transformational health technology solutions is highly advantageous.
• Willingness to travel when necessary.
• History of collaboration within larger Customer Success teams and eagerness to share insights as the team grows.

Compensation and Benefits

• Competitive salary commensurate with experience.
• 20 days of annual leave plus public holidays.
• Superannuation contributions.
• Annual budget allocated for training and development.
• Allowance to set up a home office.
• Flexible work options including hybrid and fully remote arrangements.

Additional Information

The recruitment process includes initial video interviews with the VP of Australia & New Zealand or HR, followed by interviews involving the VP of Customer Success, and concluding with a discussion with a senior executive.