Customer Success and Implementation Manager

About DCRM

DCRM is a CRM and automation platform for private dental practices in Australia. We help practices improve lead response, appointment conversion, missed-call handling, client communication and marketing attribution.

We are hiring a Customer Success and Implementation Manager to own the client journey from signed agreement through implementation, onboarding and ongoing success.

This is not a general virtual assistant, documentation or customer support role. You will assess situations, recommend the next action, coordinate the people involved and drive work through to completion.

DCRM is still developing some of its operating playbooks. You will work closely with our Process and Knowledge Coordinator, who owns process documentation, templates, checklists and knowledge maintenance. Your responsibility is to make sound operational decisions, lead client outcomes and identify recurring situations or process gaps for documentation.

What you will own

• Sales-to-Customer-Success handover
• Client implementation plans, deadlines and dependencies
• Data collection and implementation readiness
• Client onboarding and training calls
• Pre-launch testing and quality control
• Coordination with technical and operations team members
• Clear client updates, expectations and next steps
• Escalations with a recommended decision
• Account health, adoption and retention
• Identification of recurring issues and process gaps for the Process and Knowledge Coordinator

What the Process and Knowledge Coordinator owns

• Building and maintaining playbooks
• Updating checklists, templates and the Customer Success knowledge base
• Documenting repeatable lessons from completed client work
• Maintaining ClickUp process records
• Supporting consistent execution across the team

What success looks like

• Clients always know what is happening, who owns the next step and when they will hear from us
• Risks are identified before they affect a launch
• Technical issues are explained in simple language
• Work progresses without constant founder follow-up
• Client communication is concise, confident and action-oriented
• Implementation tasks are completed accurately and on time
• Process gaps are identified clearly and handed to the Process and Knowledge Coordinator after the operational decision is made

Required experience

• 3 or more years in B2B SaaS customer success, software implementation, account management or a similar client-facing role
• Experience owning client onboarding from handover through launch
• Strong spoken and written English
• Experience coordinating technical delivery without needing to be a developer
• Confidence leading video calls with Australian business clients
• Strong CRM and project-management experience
• Sound judgment when information is incomplete
• Reliable internet, professional video-call setup and availability during Australian business hours

Preferred experience

• Australian client experience
• Healthcare, dental, agency or professional-services experience
• Experience with GoHighLevel or a comparable CRM automation platform such as HubSpot, Salesforce or ActiveCampaign
• Experience managing multiple client accounts
• Experience working alongside process, quality or knowledge-management roles
• Commercial awareness around retention and account growth

How to apply

Please provide these details in writing:

• Your location
• The Australian business hours you are available to work
• Your years of relevant experience
• Your current or most recent role
• Your expected monthly salary
• A link to your Loom video

Loom video assessment

Record one continuous Loom video of no more than 5 minutes. No editing or special production is required. Answer all five questions in your own words:

1. Summarise your most relevant Customer Success or implementation experience.

2. Describe your GoHighLevel or CRM implementation experience. Explain what you personally owned rather than what your wider team delivered.

3. Give one example where you received an unclear client problem, formed a recommendation and drove it to resolution.

4. A dental practice is launching its new CRM in three days. SMS is not working, the developer says implementation is complete, required information is missing and the Practice Manager wants an update today. Explain what you would say to the Practice Manager and what you would do next.

5. Explain why you are suited to working in a business where some playbooks are still being developed.

We assess clarity, judgment, ownership, concision and client communication. We do not assess accent, camera quality or video editing.

Selection process

• Application review
• Short video and written scenario assessment
• Live interview
• Paid practical trial for finalists
• Reference check

Compensation

PHP 63,000 to PHP 74,000 per month, based on demonstrated experience and practical assessment.

This is a full-time, long-term remote role with direct access to the DCRM business owner and meaningful ownership of client outcomes.