Execute the SMB customer lifecycle across Day 1, 45, 150, 270, 300, and 365 touchpoints.
Deliver the Day 45 Goal-Alignment Anchor poll, act on responses, and segment Monthly Quests and content.
Deliver tailored Monthly Quests for Expansion and Maintenance brands.
Contribute to webinar content, delivery, follow-up, and attendance tracking.
Monitor engagement, usage, webinar attendance, and other client health signals; intervene before churn risks escalated.
Pick up, triage, ... close customer support tickets through the shared queue.
Lead SMB account renewals end to end, partnering with Account Executives on commercial growth opportunities.
Identify upsell and expansion opportunities for Account Executives and Growth teams.
Collaborate with Customer Success Managers as SMB brands approach Mid-Market scale.
Maintain accurate HubSpot client records, lifecycle tags, and interaction notes.
Identify improvements to the scaled customer success model and help build the current role.
Carry out other duties supporting business needs as directed by leadership.
Requirements
1–3 years' experience in Customer Success, Account Management, or SaaS Client Services.
Ability to manage high-volume customer portfolios.
Strong communication and organisational skills.
Proficiency with HubSpot CRM for client management, lifecycle automation, and reporting.




Excellent written and verbal communication skills across digital and live formats.
Analytical mindset with the ability to identify trends, risks, and improvement opportunities.
Comfortable working autonomously in a global, distributed team environment.
Sydney-based availability to work from the office three days per week.
UK or US-based applicants must work fully remotely with strong self-management and communication discipline.
Fitness or wellness industry experience preferred but not required.
Core Competencies
Demonstrates expertise in managing customer success initiatives, including lifecycle management, client engagement, and upsell opportunities.
Proficient in utilizing HubSpot CRM for effective client management and reporting.
Highest-signal resume keywords
Customer Success Management
HubSpot CRM Proficiency
Analytical Mindset
Strong Communication Skills
Account Management
ATS Optimization Keywords
Hard Skills
Customer Lifecycle Management
Client Engagement
Data Analysis
Lifecycle Automation
Reporting
Soft Skills
Organizational Skills
Communication Discipline
Autonomous Work
Industry Keywords
SaaS Client Services
Customer Support
Webinar Management
Client Health Signals
Fitness Industry Experience
Tools & Technologies
HubSpot
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📌 Customer Success Associate (New South Wales)
🏢 Jobtailor
📍 New South Wales