Care Success Lead

Cachet Group; Sydney; On-site; AUD 90,000 - 140,000; Full time

Benefits offered by this job

Birthday leave

Vibrant social culture

Career growth opportunities

Learning & development opportunities

Premium commercial fit-out projects

Charity and volunteering

Job summary

Cachet Group is seeking a Care Success Lead to ensure long-term success of client-fit-out spaces after project completion. You will onboard, manage relationships, and coordinate maintenance and small works, acting as the key link between Cachet, clients, and subcontractors.

You will oversee care-related work orders, supervise site activities, ensure safety, and drive opportunities for continued project success with strong cross-functional collaboration across sales and projects teams.

Qualifications

• Requires a customer-focused professional with a background in site or project coordination
• Demonstrates ability to manage suppliers and subcontractors with minimal disruption
• Strong understanding of construction/fit-out processes, safety, and compliance

Responsibilities

• Provide onboarding and training for new customers on Cachet Care
• Serve as primary contact for customer support and coordinate minor repairs and modifications
• Build relationships across customer organisations and align with sales for retention
• Oversee care-related work orders including minor works, warranty management, and modifications up to $150K
• Conduct site supervision, inspections, and project management for quality delivery
• Enforce site safety procedures and permits
• Create demand for space modifications and upgrades in collaboration with Projects
• Maintain documentation and ticketing in logging tools like Asana

Skills

Site coordination

Project coordination

Facilities management

Customer success

Communication skills

Stakeholder engagement

Problem-solving

Tools

Asana

Job description

As a Care Success Lead at Cachet Group, you will be responsible for ensuring the long-term success of customer fit-out spaces after project completion, supporting clients throughout the lifecycle of their lease. You will play a pivotal role in onboarding, relationship management, and the coordination of maintenance, modifications, and small works projects. This role is critical in strengthening customer relationships, ensuring operational excellence, and creating opportunities for future project success. With a strong focus on customer experience, site management, and proactive problem-solving, you will act as the key connection point between Cachet, our clients, and subcontractors.

Responsibilities:

• Provide seamless onboarding and training for new customers, ensuring they understand how to get the most out of their space with Cachet Care.
• Act as the primary contact for customer support, managing issues, minor repairs, and coordinating modifications with minimal disruption.
• Build and maintain strong, broad relationships across customer organisations, aligning closely with the Cachet Sales team to support tenant retention and engagement strategies.
• Oversee and manage all Cachet Care-related work orders, including minor works, repairs, warranty management, and modifications up to $150K.
• Conduct site supervision, inspections, and project management to ensure high-quality, profitable delivery of works.
• Enforce and adhere to all site safety procedures, permits, and safe work practices.
• Proactively create demand for profitable space modifications and upgrades, supporting large fit outs in collaboration with the Cachet Projects team.
• Maintain accurate documentation, use appropriate logging tools (e.g., Asana), and ensure timely resolution of tickets and requests.

About You:

You are a customer-focused professional with a strong background in site or project coordination, who thrives on building relationships. You’ll bring a proactive and hands-on approach, excellent communication skills, and the ability to balance customer needs with operational and commercial objectives.

• Ability to coordinate and manage suppliers and subcontractors simultaneously whilst ensuring minimal disruptions to live office environments.
• Proven experience in site supervision, facilities management, customer success, or project coordination or administration within construction, property, or fit-out environments.
• Strong understanding of construction and operational processes, including safety and compliance requirements.
• Excellent communication and relationship-building skills, with the ability to engage a wide range of stakeholders.
• Ability to manage multiple projects and requests simultaneously while maintaining high standards of service.
• Experience in managing defects, minor works, and modifications, including financial and project management fundamentals.
• A proactive and solutions-focused mindset, able to anticipate customer needs and support business growth opportunities.
• Commitment to fostering positive customer experiences and driving retention through exceptional service delivery.

Why Join Cachet

At Cachet Group, we believe space matters. When you join us, you’ll be part of a culture built on integrity, teamwork and excellence, supported by a collaborative network across Australia and New Zealand.

• Birthday and wellness leave!
• Vibrant social culture with regular events, lunches and celebrations, our wellness & social committee plans lots of fun activities across the year
• Career growth opportunities in a fast-growing, design-driven business
• Learning & development opportunities - regular seminars & courses for our teams to continue to be at the forefront of design in Australia & NZ.
• Work on premium commercial fit-out projects with leading clients
• Charity and volunteering opportunities to make a positive impact
• Supportive project management framework and a values-driven team

Please note: Applicants must have the right to work in Australia or New Zealand.