Customer Success Managers

About the Business

We are a premier national venue management group dedicated to connecting local communities through health, aquatics, and recreation. Managing vibrant, high-volume facilities across Sydney, our mission is simple: to inspire healthy, active lifestyles and deliver outstanding community experiences every single day.

About the Role

We are seeking energetic, community-minded Customer Success Managers to lead customer engagement and operational experience across our Sydney sites. Sitting at the heart of site operations, you will lead front-of-house teams, build strong relationships with venue members, and ensure every guest enjoys a world-class experience.

Key Responsibilities:

• Team Leadership: Coach, mentor, and inspire front-of-house customer service teams to deliver warm, high-quality customer touchpoints.
• Member Retention & Experience: Drive member engagement strategies, address customer feedback with empathy and speed, and elevate overall venue satisfaction.
• Process & Compliance: Maintain seamless front-of-house operations, cash-handling procedures, and safety compliance across guest reception areas.
• Community Engagement: Champion an inclusive, welcoming environment for diverse community groups, swim families, and facility members.

What We Are Looking For:

• Proven experience in a customer success, hospitality management, or high-volume customer service leadership role.
• A natural people-person who thrives in fast-paced, active environments.
• Strong problem-solving skills and commercial acumen with a focus on retention and service delivery.
• High emotional intelligence, adaptability, and excellent communication skills.
• Valid First Aid & CPR certifications (or willingness to obtain) and a Working with Children Check.

What’s On Offer:

• Competitive Salary Package + performance incentives.
• Free Facility Access: Complimentary gym and aquatic memberships for you and your family across our Sydney sites.
• Career Pathways: Real leadership progression opportunities within an established national network.
• Work Near Home: Flexible site allocations tailored to Sydney region location.