Customer Success Manager (Onboarding)

At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.

Grow With Us We are looking for a PH-based full-time, dedicated, and passionate Customer Success Managerto join our growing team. This person will be a core member of our Customer Success team, and you will be well-positioned to succeed. The entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! This role will be remote (you can work from home) but you must be able to work Australian Eastern Standard time hours (9am - 6pm AEST).

1. Account Ownership & Growth

• Own a portfolio of clients post-onboarding and serve as their trusted advisor.
• Conduct regular outbound calls to drive seat expansion, plan upgrades, and usage growth.
• Proactively identify high-value opportunities using customer data and product usage trends.
• Collaborate with Operations and CS leadership to execute strategic growth plans for key accounts.

2. Customer Engagement & Success

• Maintain strong relationships through purposeful check-ins and tailored guidance.
• Help customers adopt underused or newly released product features.
• Guide clients through best practices to improve value realisation and workflow efficiency.
• Create or contribute to customer-facing content (webinars, videos, help docs, templates).

3. Operational Excellence

• Maintain accurate, detailed notes and next steps in HubSpot and ChurnZero.
• Prioritise tasks effectively, managing time across calls, follow-ups, reviews, and CRM hygiene.
• Work cross-functionally with Support, Sales, Product, and Marketing to solve customer issues and deliver an exceptional experience.

4. Product & Customer Insights

• Analyse customer behaviour data and translate insights into clear action plans.
• Educate customers on new features and product updates.
• Escalate issues effectively — distinguishing between user error, training gaps, bugs, and feature requests.
• Advocate for customers by sharing insights with the

Who You Are Sales-driven with proven experience identifying and converting expansion opportunities. Proactive communicator who thrives on making calls, building relationships, and guiding clients. Excellent time manager with the ability to prioritise outreach, follow-ups, and CRM tasks. Comfortable interpreting customer data and using insights to drive actions. Tech-savvy and quick to learn new tools, concepts, and systems. Empathetic, patient, and able to explain product concepts clearly and concisely. Detail-oriented, especially in CRM documentation and account planning. Long-term mindset — eager to grow with ShiftCare over the next several years.

• 2+ years of experience in an Onboarding, Training, Support, or similar customer-facing role, ideally in SaaS.
• Demonstrated success in a role involving customer enablement, product education, or workflow optimisation.
• Proficiency with customer data tools, Google/Office suites, and CRMs (HubSpot/ChurnZero preferred).
• Strong English communication skills (phone-first).
• PH-based and able to work AEST hours.
• High-speed and stable primary + backup internet connection (min 10 Mbps).
• A screenshot of your speed test results will be required.

Nice to Have

• Experience working in a startup environment.
• Process-building experience using tools like HubSpot, Intercom, or ChurnZero.
• Exposure to workflow, scheduling, or health

Why Join ShiftCare?

• Fast-track Growth:
• Experience quick career advancement in our growth-oriented environment, ensuring your potential is recognised and rewarded.
• Job Security:
• Rest easy with stable ownership and meticulous team growth management, building your career on a foundation of stability and forward-thinking.
• Professional Development Opportunities:
• Access various training programs, online courses, workshops, and coaching sessions for continuous professional and personal growth.

At Shiftcare, we prioritise creating a workplace where employees can thrive both professionally and personally. If you are a driven and experienced Customer Success Manager with a passion for health-tech and want an opportunity to be immersed in career defining work, we encourage you to apply