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Provides first-line customer support for a SaaS practice management platform through chat and other channels. Handles general, billing, subscription, and basic technical issues; coordinates small-business data imports; meets support SLAs and resolution targets; escalates complex or critical cases; maintains product knowledge; and shares customer insights with Product, Engineering, and Customer Success teams to improve processes, documentation, and customer experience.

Own splose’s public API and integration ecosystem strategy, including access governance, documentation, partner onboarding, marketplace curation, and build-versus-buy decisions. Develop third-party partnerships and collaborate across Engineering, Product, Growth, Design, and Customer Success. Establish AI enablement tools, templates, playbooks, and processes to accelerate Product and Engineering workflows and encourage shared learning and adoption.

Lead engineering enablement across Architecture, Security, Reliability, and Data. Own SRE and Data maturity, paved-road adoption, incident response, coding standards, CI quality gates, and on-call design. Manage senior engineering specialists, consultants, and managed-service vendors while supporting the CTO. Remain hands-on approximately 30% of the time with AWS infrastructure, Terraform, ADRs, and incident rotations. Build scalable enablement practices for a growing SaaS company, preferably with regulated or healthcare data experience.

Lead post-sale functions across ANZ and the UK, owning onboarding, support, renewals, expansion, revenue retention, customer health scoring, advocacy, and cross-functional feedback to shape product and commercial strategy.

Generate and qualify new business opportunities via inbound lead management and outbound prospecting. Conduct cold calls, email outreach and social selling, schedule qualified meetings for Account Executives, maintain CRM records, research target accounts, meet activity and pipeline targets, and collaborate with Sales and Marketing to improve lead quality.

Leads a team of 4–6 SDRs to generate qualified pipeline for Account Executives. Responsibilities include setting targets, coaching and performance management, refining sales playbooks, improving qualification and handoffs, forecasting pipeline health, partnering with Marketing, hiring and onboarding SDRs, and developing team members toward AE or leadership roles.

Drive outbound prospecting and manage the full sales cycle to acquire new business for splose's practice management SaaS. Qualify leads, run product demos, build and maintain pipeline, collaborate on sales strategy, and meet or exceed revenue targets while leveraging existing relationships.