Customer Success Manager

Visualcare is a fast-growing Australian SaaS scale-up building care management software for aged care, community care and NDIS providers across Australia. Our platform supports mission-critical services and helps care teams focus on what matters most — delivering better outcomes.

We’re looking for a Customer Success Manager to join our growing team and help build and evolve our Customer Success function as the business scales. This is a hands-on role for someone who enjoys ownership, shaping processes, and working in an environment where not everything is perfectly defined (yet).

You’ll work closely with Sales, Product and Marketing to ensure customers see ongoing value from the platform, while helping Visualcare mature how we approach retention, expansion and customer engagement.

What you will be doing:

• Owning and nurturing relationships with a portfolio of customers
• Driving retention and identifying expansion and upsell opportunities
• Using customer data and health insights to proactively manage risk and value
• Running regular check-ins and business reviews aligned to customer goals
• Managing any escalations from critical customers in your portfolio
• Supporting adoption through best-practice guidance, insights and occasional training
• Contributing to the development of Customer Success processes, playbooks and ways of working
• Acting as the voice of the customer internally and influencing product improvements

You will have:

• 3+ years’ experience in a Customer Success, Account Management or client-facing role, within a SaaS business
• Experience working in a start-up or scale-up environment, or comfort operating where things are evolving
• A proactive, pragmatic approach and the ability to work through ambiguity
• Strong relationship-building and stakeholder management skills
• Experience managing ongoing customer relationships and delivering measurable value
• A proactive, consultative approach with strong communication skills
• Confidence working cross-functionally with Sales, Product and Marketing teams
• Tertiary qualifications in Business, Marketing or a related field (helpful but not essential)

Why join Visualcare

• The trust and autonomy to work from (almost) anywhere in Australia - East coast or Adelaide.
• Purpose-driven product with real impact in the care sector
• Supportive, flexible, and collaborative team culture
• Room to grow your role and influence as the business scales

If you enjoy building relationships, creating structure where it doesn’t yet exist, and want to be part of a scale-up making a genuine difference — we’d love to hear from you.