Customer Success Manager

Location: melbourne
Job Type: permanent
Salary: Impressive Renumeration + Bonus
Contact: Jessica Hickey
THE COMPANY:
Join a market-leading provider of innovative digital fitness, nutrition and health solutions with a uniquely loyal customer base. This is a business with ambitious growth plans and a thriving community of members, committed to helping people move more, live healthier and make positive change. Backed by one of Australia's largest, privately owned businesses this is a unique opportunity to join an entrepreneurial culture with strong investment partners.
In a hands-on and business critical role working deeply within the customer experience operations and informing key decisions around service excellence.

THE ROLE:
Reporting to the senior leadership team, and as part of the wider customer success function, day-to-day this role will include;
  • Developing and implementing a customer service strategy that enhances user satisfaction and retention.
  • Operationally leading, training, and managing a team of customer support agents to ensure efficient and empathetic service.
  • Establishing clear KPIs (e.g., response time, resolution time, CSAT, NPS) and continuously optimising performance.
  • Implementing and maintaining multi-channel support (live chat, email, social media, and phone).
  • Handling escalations and complex customer issues with professionalism and urgency.
  • Analysing churn trends and proactively implementing strategies to improve retention.
  • Developing proactive outreach programs to engage customers who show signs of disengagement.
  • Working closely with marketing and product teams to ensure customer feedback informs business decisions.
  • Identifying opportunities to implement AI-driven automation and improving response times.
  • Ensuring data-driven decision-making through regular reporting on support trends and customer behaviour.

ABOUT YOU:
You will have a curious mindset, ask questions and challenge the status quo.
  • Proven experience in customer service leadership, ideally from a subscription-based, online or e-commerce background
  • Proven ability to manage and develop high-performing teams, but also prepared to roll sleeves up and help on the front line.
  • Experience with CRM tools (e.g., Zendesk) and AI-driven support automation + community management in Facebook / Meta.
  • Deep understanding of customer needs and a passion for delivering outstanding service.
  • Strong data analysis skills to identify trends and improve processes.
  • Ability to manage escalations and implement effective solutions.
  • Excellent communication skills, both written and verbal, alongside the ability to tailor your communication style to those you are engaging with.

WHAT'S IN IT FOR YOU:
Join a business with an outstanding portfolio of innovative, life-changing digital health and wellness solutions.
  • Collaborative, energetic and talented team culture
  • Hybrid working arrangements
  • Be part of ambitious growth plans including eCommerce and rewards program development
  • Modern offices in a central Richmond location
  • Significant focus on professional development
  • Work with a uniquely loyal customer base on their health and wellness journeys

NEXT STEPS: If this sounds like the right role for you, APPLY NOW via the appropriate link. Candidates will be contacted via phone or email regarding next steps.
Any further questions can be directed to Jessica Hickey, Consultant – Supply Chain and Logistics at Six Degrees Executive on (03) 8613 3582.

Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.

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