Scaled Customer Success Associate
HybridSydney, New South Wales, Australia
Job Summary
Execute the SMB lifecycle end to end, including onboarding, education, proactive engagement, health monitoring, and renewals. Deliver tailored Monthly Quests and the Goal-Alignment Anchor to drive platform adoption, while managing a shared queue of tickets and triaging escalations. Lead renewals in partnership with Account Executives, flag expansion opportunities, and maintain rigorous HubSpot hygiene for all client records. Monitor client health signals to intervene before churn and contribute to continuous improvement of the scaled CS model. Based in Sydney or fully remote, this role requires three days in-office availability and proficiency with HubSpot CRM.
Required Qualifications
- 1–3 years' experience in Customer Success, Account Management, or SaaS Client Services
- Proven 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 opportunities for improvement
- 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: fully remote with strong self-management and communication discipline
Desired Qualifications
- Fitness or wellness industry experience
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