Assistant Customer Success Manager

About Autism360

Autism360 is a digital therapeutics platform built for families navigating autism. We combine clinical expertise with technology to give parents the tools, strategies, and support they need wherever they are. Our team is driven, and deeply connected to the community we serve.

About the Role

We're looking for an Assistant Customer Success Manager to join our North Sydney head office and help us deliver an outstanding experience for the families we support. This role sits at the heart of the client journey. You'll support retention, handle day-to-day service enquiries, and manage complaints through to resolution.

You'll work closely with our Customer Success and leadership team, who will coach and support you as you build your skills. It's a great next step for someone who's ready to grow into a leadership role with a clear pathway to progress into a Customer Success Manager position as you build experience.

Key Responsibilities

1. Client Retention

• Support client retention initiatives alongside the Customer Success and leadership team

• Check in regularly with families to understand their experience and identify ways to add value

• Monitor client engagement and satisfaction, flagging risks early

• Help guide clients through onboarding and renewal milestones

2. Customer Service

• Be a first point of contact for client enquiries via phone, email and chat

• Provide warm, accurate, and timely information about our app and program

• Deliver a consistent, high-quality experience that reflects the Autism360 brand

• Work closely with clinicians and internal teams for seamless handovers

3. Complaint Management

• Log, track and manage client complaints through to resolution

• Investigate and resolve issues calmly, escalating when needed

• Keep clients informed throughout the process, closing the loop with empathy

• Spot recurring issues and feed insights back to leadership

• Take ownership for client related outcomes in a professional and a timely manner.

About You

As this role sits within a small head office environment, we are looking for a self-motivated professional who thrives when working as part of a team and independently

• Experience in customer service, client success, complaints handling, or a similar client-facing role

• A warm, empathetic communicator who genuinely enjoys helping people and solving problems

• Calm and solution-focused, and does not mind having difficult conversations

• Organised and comfortable managing multiple client interactions at once

• Tech savvy and quick to adopt to new systems

• Keen to learn and grow, with strong support from leadership every step of the way

What's In It For You

• $70,000 - $80,000 base salary + Super

• 4 days in our North Sydney office, with every Friday working from home

• Hands-on, experienced leadership team

• Hands-on exposure across client success, service and complaint management

• A clear pathway to progress into a Customer Success Manager role as you grow

• A supportive, upbeat, mission-led team culture

• The chance to make a genuine difference in the lives of the families we support

Lived Experience

We don’t require lived experience, but we deeply value it. If you are neurodivergent yourself, or have an autistic family member and can speak authentically from this perspective, we encourage you to highlight this in your application.

To Apply

Please submit your resume along with a short note on why you'd be a great fit for this role.