Client Success Specialist

The Joinery Coach; Melbourne; Remote; AUD 50,000 - 55,000; Part time

Job summary

The Joinery Coach is seeking a part-time customer success professional to support Joinery GPS members from across Australia. You will monitor engagement, book coaching sessions and build a clear monthly plan for members.

You will reach out to quiet members using monday.com, email and Zoom, identify risks, and coordinate with coaches. The role emphasizes accountability, warmth, and helping small business owners build sustainable habits.

Qualifications

• You write warmly and plainly, sounding like a real person.
• You follow up until the task is completed.
• You are organised and disciplined without constant prompting.
• You work well independently and hold yourself accountable.
• You care about small business owners and want to contribute to the project.

Responsibilities

• Review every member's engagement each month and spot drift early.
• Ensure every member has coaching sessions booked with a clear monthly plan.
• Reach out to quiet members via monday.com, email and Zoom to understand issues.
• Flag at-risk members to the team with a clear next step.
• Be the first point of contact for member questions and route to the appropriate coach.
• Welcome new members and help them build good habits in the first 30 days.
• Work with admin on timing; invoicing and payments are handled separately.

Skills

Warm writing style

Follow-up discipline

Or organisational skills

Self-motivation

People-oriented

Tools

monday.com

Zoom

Job description

Most of the people we work with started out as cabinetmakers. Today they run manufacturing businesses, and many work too many hours and carry the whole business on their shoulders. The Joinery Coach exists to change that.

Our members join Joinery GPS, our coaching program, to build businesses that are profitable and don't depend on them for everything. Results come from showing up and doing the work. When a member drifts and stops booking sessions, their progress stalls, and that's when they need us most.

That's where you come in.

What you'll do

Review every member's engagement each month, and spot who is drifting before anyone else does.

Make sure every member has coaching sessions booked and a clear plan for the month ahead.

Reach out to members who have gone quiet, through monday.com, email and Zoom. Find out what's really going on and get them back in front of a coach.

Raise members who are at risk with the team early, with a clear next step.

Be the first point of contact for member questions, and route them to the right coach or team member.

Welcome new members and help them build good habits in their first 30 days.

This is not an admin role. Invoicing, payments and system setup are handled by our admin team, so your time goes into members.

What you must bring

You write warmly and plainly, and sound like a person, not a call centre.

You follow up until it's done.

You're organised and disciplined without being chased.

You work well on your own and hold yourself accountable.

You care about small business owners and want to be part of what we're building.

What we'll teach you

monday.com and our systems.

Joinery GPS, our coaching program.

Our member contact process.

Experience in customer success, memberships or the joinery industry is a bonus, not a requirement. Skills can be taught. The right fit can't.

The details

Part-time, 3 days per week, 6 hours per day, with room to grow.

Fully remote from anywhere in Australia. Some early morning or evening contact with our UK and US members.

$36 to $40 per hour plus super as an employee. We'll also consider ABN contractors living in Australia, with the rate by negotiation.

You will report to our Business Performance Manager.

Start in early December, with training through December. You'll be running the role from January.

You must live in Australia and have the right to work here. We can't consider applicants based overseas.