Client Success & Retention Specialist

Client Success & Retention Specialist - $70,000-$75,000 + Super + Bonus | Circa $90k OTE - Fully Remote or Hybrid | Melbourne We're partnering with a fast-growing, purpose-led organisation to find a Client Success & Retention Specialist to own the client journey and help build, grow and support an engaged online community.

This is a people-focused role combining client success, retention and community engagement.

The role:

• Welcome and onboard new clients into the community
• Facilitate individual and group onboarding sessions via Zoom
• Build strong relationships with members
• Manage structured 30, 60 and 90-day client touchpoints
• Monitor engagement and proactively reconnect with disengaged clients
• Help drive retention and maintain monthly churn below target
• Build, grow and nurture the online community
• Coordinate community sessions and the monthly calendar
• Source and coordinate monthly expert speakers
• Track and report on client engagement and retention
• Work closely with an established offshore support team
• Continually improve the client journey and community

About you:
You may come from Client Success, Customer Success, Retention, Community, Membership or Account Management.
You'll be:

• Warm, confident and an excellent relationship builder
• Highly organised with strong follow-through
• Comfortable presenting to groups of 30–50 people via Zoom
• Tech-savvy and confident learning new systems
• Autonomous, proactive and full of ideas
• Commercially aware of retention, engagement and churn
• Comfortable becoming a visible representative of the organisation
• Experience with GoHighLevel, Slack, Skool or similar platforms is advantageous.

The opportunity:

• Fully remote or hybrid – your choice
• $70k–$75k + super + performance bonus
• Circa $90k OTE
• Predominantly standard business hours
• Approximately two evening sessions per month
• Work closely with the Founder
• Genuine ownership and autonomy
• Help shape and grow an established online community
• Join a growing business where your work has real purpose and impact

Apply:

If you love building relationships, creating engaged communities and delivering an exceptional client experience, we'd love to hear from you.

Apply with your CV in word format via the link provided or contact Hollie Broekman of HireCloud with any queries - [email protected]