Customer Success Manager

Reports To: Head of Customer Success

Location: Remote, ANZ

Employment Type:  Full-Time

Department: Commercial

The Role

This role supports the delivery of Foxo’s onboarding and adoption programs and plays a key part in ensuring customers adopt Foxo and see value quickly. Our onboarding is human-first, and deeply workflow-driven, which is a big part of why customers love us.

Working alongside the Head of Customer Success, you’ll help roll out Foxo out across a range of healthcare organisations from initial sales handover through go-live and beyond. You’ll help guide the customer through their onboarding journey, run structured activities, support workflow configuration and rollout execution, deliver customer enablement sessions, and create practical training resources to help Customer Champion teams to adopt Foxo confidently.

You will become a product expert and trusted partner for Customer teams balancing hands-on implementation with customer education and a deep understanding of context, ensuring every rollout feels personal, structured, and supported. 

What you’ll doOnboarding & Implementation

• Execute rollouts using Foxo’s established onboarding frameworks to deliver smooth implementations, strong adoption, and measurable outcomes.
• Own onboarding activities from sales handover through go-live and beyond.
• Support customer workflow workshops, account setup, and structured hypercare.
• Facilitate onboarding sessions for clinical, administrative, and technical users.
• Keep customers informed and confident through clear, proactive communication. 
• Coordinate with Product, Engineering, and Support to resolve issues and keep momentum high.

In short: you help customers move from “we’ve signed” to “this is working really well for us.”

Change Management & Ongoing Success

• Support customers through workflow and behaviour change with thoughtful planning, communication, and training to give clinicians, executives, and administrative staff confidence in adopting new ways of working.
• Partner with the Head of Customer Success to maintain strong stakeholder relationships beyond go-live.
• Create and maintain scalable customer-facing enablement content (videos, guides, micro-learning modules).
• Help review, improve, and keep Foxo’s Help Hub fresh and useful.

Product Knowledge

• Develop deep platform expertise
• Assist with release communications, enablement, and customer education for new functionality.
• Support customer-facing product demos for buyers and stakeholders when needed
• Prepare and interpret organisational health reports, dashboards, and usage insights to drive long-term success

What we will look for

• 3+ years in customer success, implementation, onboarding, training/enablement, solutions consulting, or a highly customer-facing role.
• Experience working in digital health, health networks or complex clinical environments is a big plus.
• Ownership mindset: you’re proactive, collaborative, you follow through, and you don’t need to be chased.
• Strong relationship builder & customer advocate: you care about people, build trust quickly, and represent the customer’s needs internally in a practical, solutions-focused way.
• Responsive & reliable: you keep momentum, close loops, and make customers feel supported - responsiveness is a big part of Foxo’s brand.
• Change management mindset: you understand adoption is about humans and habits, not just software.
• Tech fluency: you’re comfortable learning SaaS tools, troubleshooting workflow questions, and creating clear documentation.

At Foxo, we look for people who care deeply about improving healthcare and who bring curiosity, drive, and heart to what they do. If you’re passionate about our mission and believe you can contribute meaningfully, even if you don’t tick every single box, we’d still love to hear from you.

Why Join Foxo? (Benefits & Culture)

• Own Your Impact: We offer competitive remuneration commensurate with experience, plus the opportunity to share in our success through our Employee Share Option Plan (ESOP).
• Remote-First & Equipped: We are a fully remote and highly flexible workplace. To ensure you are set up for success, we provide a Home Office Budget to get your workspace comfortable, ergonomic, and ready for action.
• Continuous Growth: We back your professional evolution with a dedicated Learning & Development Budget. Whether it’s specialised training, conferences, or upskilling, we want you to grow as we grow.
• Startup Agility, Scale-Up Ambition: Join a rapidly growing team at a pivotal moment as we transition from startup to scale-up. You will play a critical role in shaping our future without the red tape of legacy corporates.
• Celebration & Wellbeing: We believe in celebrating our people. On top of your standard leave, enjoy our "Never Work Your Birthday" policy to take time for yourself.
• Make a Change for Good: This is more than just software; it’s a mission to modernise healthcare. Your work will directly support clinical teams, improving connectivity and patient outcomes across the health system.