Job Description

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

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- 1–3 years' experience in Customer Success, Account Management, or SaaS Client Services.
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- Ability to manage high-volume customer portfolios.
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- Strong communication and organisational skills.
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- Proficiency with HubSpot CRM for client management, lifecycle automation, and reporting.
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- Excellent written and verbal communication skills across digital and live formats.
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- Analytical mindset with the ability to identify trends, risks, and improvement opportunities.
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- Comfortable working autonomously in a global, distributed team environment.
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- Sydney-based availability to work from the office three days per week.
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- UK or US-based applicants must work fully remotely with solid self-management and communication discipline.
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- Fitness or wellness industry experience preferred but not required.
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Core Competencies

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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.

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Highest-signal resume keywords

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- Customer Success Management
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- HubSpot CRM Proficiency
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- Analytical Mindset
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- Strong Communication Skills
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- Account Management
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ATS Optimization Keywords

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Hard Skills

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- Customer Lifecycle Management
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- Client Engagement
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- Data Analysis
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- Lifecycle Automation
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- Reporting
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Soft Skills

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- Organizational Skills
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- Communication Discipline
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- Autonomous Work
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Industry Keywords

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- SaaS Client Services
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- Customer Support
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- Webinar Management
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- Client Health Signals
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- Fitness Industry Experience
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Tools & Technologies

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- HubSpot
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📌 Customer Success Associate (New South Wales)
🏢 Jobtailor
📍 New South Wales