- 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 new 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 setting.
- 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 (City of Sydney)
🏢 Jobtailor
📍 City of Sydney