Customer Success & Support Specialist
Salary: $70,000 – $90,000 per year
Customer Success and Support Lead
About the role
This is a new role reporting to the CEO and co-founder. Our integration and onboarding lead gets clinics connected and live. From there, you own them.
Your job is to make sure every clinic uses CoTreat every day, gets real value from it and stays. That’s the outcome. How you get there is the interesting part.
We have 80+ clinics and growing. One person can’t give each of them a monthly meeting, answer a phone line and write every report by hand. We want someone who looks at that problem and designs a better system.
So the role has two aspects.
Working in the business (about 70%)
Own the relationship with every clinic after onboarding
Track health, engagement and adoption, and step in early when a clinic slips
Run check-ins, refresher training and reviews that show clinics the value they’re getting
Help clinics fit CoTreat into their day: notes, treatment planning and case acceptance
Handle support across chat, email and phone, and close the loop on bugs
Find renewals, testimonials, case studies and referrals
Report on health, adoption, retention and churn to the CEO each week
Be the voice of the customer inside the business
Working on the business (about 30%)
This is protected time. It’s how the first half scales.
Design the support front door. Decide how chat, phone, email and the help centre fit together, and where AI agents answer, triage and hand over
Build automated health scoring, at-risk alerts and usage-based check-ins in HubSpot
Build self-serve help: articles, short videos and in-app guidance, so clinics solve common problems without waiting on a person
Set up the bug process with product: one owner, a set response time, and updates back to clinics when fixed
Design a tiered service model. Large groups get regular catch-ups and data reviews. Smaller clinics get automated touchpoints and a person when it counts
Work with product to shape what gets built, like monthly activity reports for every clinic
Test new tools, measure what works and kill what doesn’t
What success looks like in six months
Every clinic has a health score, and at-risk clinics are flagged before they churn
Most support questions are answered without you
Clinics receive a regular view of what CoTreat is doing for them, without you building it by hand
Churn is down and testimonials and referrals are up
The system you built could handle twice as many clinics without a second hire
About you
Experience in a dental clinic (treatment coordinator, practice manager or similar) or in SaaS customer success or support. Both is ideal
You think in systems. When something goes wrong twice, you fix the cause, not the case
You’ve built automations, workflows or AI tools before, or you’re itching to. HubSpot, Zapier, Intercom, voice and chat agents are familiar ground or easy to pick up
Data-minded. You track engagement, adoption and retention, and you act on what you see
Proactive. You notice what needs fixing and fix it
Self-directed. You run your own work with little supervision
A clear communicator with clinics and inside the business. You can show the value of your work in numbers
Organised, with strong follow-up habits
About us
CoTreat is an AI platform built for dental clinics. It helps clinicians and front-desk teams with clinical notes, treatment plans, patient communication and case acceptance, so they spend less time on admin and more time with patients. We partner with clinics across Australia and are growing quickly.