About the role: As a Customer Success Specialist, you'll own the member retention experience end-to-end — ensuring our existing members continue their preventative health journey with EverLab year after year.
You'll be the dedicated person managing the retention pipeline, conducting personalised member check-in calls, and guiding members through their options based on where they are in their health journey.
This is not a sales role and it's not a support role.
It's a relationship-driven, operationally rigorous position where you'll manage a pipeline of members approaching retention across multiple touchpoints — often over days or weeks.
You'll be the voice our members hear when it matters most: when they're deciding whether to keep investing in their health.
This is a full time role, with 1–2 days per week in-office for team members located near our Melbourne or Sydney offices (Melbourne preferred).
For those based elsewhere in Australia, the role may be fully remote.




It's ideal for someone who thrives in a fast-paced, high-growth environment, is naturally empathetic and consultative, and is excited to help build a new function from the ground up.
Responsibilities and scope: Retention pipeline ownership: Own the full retention pipeline across member cohorts — from initial automated outreach through to retention close.
Conduct personalised member check-in calls: gather feedback, address concerns, present renewal options, and guide members through their decision.
Manage complex, multi-touchpoint retention journeys for members who need time — outstanding tests, partner discussions, doctor consultations, or life circumstances to navigate.
Proactively follow up with members who don't engage through automated journeys, ensuring no member drops out of the funnel passively.
Operational coordination

📌 Customer Success (Retention) (Victoria)
🏢 Everlab
📍 Victoria