Customer Success & Community Manager | LaunchHub

Adrax Group Pty Ltd; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

On-site Campbellfield office

Job summary

LaunchHub is seeking a Customer Success & Community Manager to welcome new members, guide onboarding, and nurture ongoing engagement within a growing community. You will balance member conversations, community activities, and hands-on support to help business owners take actionable steps in marketing, tech, and growth.

You’ll work from our Campbellfield office full-time, travel interstate for workshops, and collaborate with a passionate team to continually improve the member experience.

Qualifications

• Experience with CRMs and maintaining organised customer records.
• Strong ability to build relationships with business owners and community members.
• Experience in onboarding new members and guiding them through processes.
• Ability to coordinate events and workshops.

Responsibilities

• Welcoming and onboarding members; guide through onboarding and Circle community.
• Proactively contact members to set milestones and monthly progress checks.
• Manage the member community; respond to support enquiries and encourage participation.
• Coordinate support calls; direct members to the right expert and ensure timely follow-up.
• Review questions and feedback to improve resources and member experience.
• Coordinate workshops and events; handle venue bookings and registrations.
• Maintain CRM records and ensure information flows between teams.

Skills

CRM experience

Customer success

Community management

Onboarding

Tools

GoHighLevel

Job description

Customer Success & Community Manager | LaunchHub

Help business owners turn ambition into progress

There’s something rewarding about seeing someone achieve a breakthrough and knowing you helped them get there.

At LaunchHub, you’ll experience that first hand.

You’ll build relationships with business owners who are working hard to create something better. You’ll help them get started, stay connected, work through challenges and celebrate their progress.

We’re looking for a Customer Success & Community Manager who loves working with people, is confident with technology and takes pride in keeping things organised.

This is an opportunity to become a trusted part of a community where your work has a visible impact.

Join a team that cares about its members

LaunchHub helps business owners develop practical skills in marketing, technology, systems and business growth through in-person workshops, expert support and an ongoing member community.

We take our members’ success seriously. We want them to feel supported, put what they learn into action and build businesses they’re proud of.

You’ll join a passionate, supportive team that values initiative, celebrates progress and cares about delivering a great experience. Your ideas and attention to detail will help us make that experience even better.

What you’ll get from the role

The satisfaction of helping people succeed. Follow members from their first onboarding conversation through to the milestones and wins they share.

Meaningful relationships. Become a familiar, trusted contact for business owners who appreciate having someone in their corner.

Variety in your working week. Combine member conversations, community engagement, technology, administration and live events.

Opportunities to learn. Develop your knowledge of business systems and digital platforms alongside Rami and the LaunchHub team.

A voice in how we improve. Identify gaps, suggest better processes and turn member feedback into practical changes.

The opportunity to travel with the team. Support our interstate workshops and meet members in person.

What you’ll be doing

Welcoming and onboarding members

You’ll help new members feel welcome and understand exactly what happens next.

Through phone and Zoom calls, you’ll guide them through onboarding, help them navigate our Circle community and prepare them for their workshop. You’ll assist with basic setup checks and connections for their CRM, Meta and Google Ads accounts, involving our specialists when needed.

Building relationships and supporting progress

You’ll proactively contact members, help them establish clear milestones and check in monthly to see how they’re progressing.

You’ll keep track of their goals, challenges and next steps, follow up on outstanding actions and reach out when someone needs extra support or has become less engaged.

Managing the member community

You’ll respond to support enquiries through GoHighLevel and Circle, welcome new members, encourage participation and celebrate member wins.

You’ll help people find the resources they need and create an environment where they feel comfortable asking questions and sharing their progress.

Coordinating support calls and following through

You’ll join and moderate support calls, help direct members to the right expert and keep conversations organised.

When a question needs specialist input, you’ll coordinate the handover and follow up so the member receives an answer and knows how to move forward.

Improving our resources and member experience

You’ll review support questions, member feedback and engagement data to spot recurring issues.

If members regularly need help with the same topic, you’ll identify the opportunity for a clearer guide or video, brief the appropriate team member and coordinate getting that resource into the community.

You’ll also provide clear updates to the team on member progress, common challenges and opportunities to improve.

Coordinating workshops and events

You’ll take ownership of venue bookings and event administration, liaise with venues and make sure arrangements are organised ahead of each workshop.

On event days, you’ll assist with setup, manage registration, track attendance, welcome members and support the team in delivering a smooth experience.

Keeping the details organised

You’ll maintain accurate CRM records, track follow-ups and make sure important information moves smoothly between sales, onboarding, support and the events team.

Your organisation and follow-through will help members receive consistent support throughout their LaunchHub experience.

What we’re looking for

You’re approachable, articulate and comfortable taking the lead in a conversation. You enjoy helping people, learn technology quickly and follow through on what you say you’ll do.

You’ll bring:

Excellent verbal and written communication, with a clear, professional and friendly manner.

Confidence making outbound calls, speaking with members and guiding people through onboarding over Zoom.

Strong computer skills and the ability to learn new platforms quickly.

Experience using a CRM and maintaining organised customer records. GoHighLevel experience is a bonus.

Basic knowledge of marketing fundamentals and familiarity with Meta and Google Ads.

Strong administrative skills, attention to detail and the ability to manage competing priorities.

Patience when helping people who are less confident with technology.

Initiative to identify problems, coordinate solutions and keep things moving.

Experience in customer success, customer service, community management, administration or a similar role.

Experience with Circle, member onboarding or event coordination would also be valuable.

You do not need to be a marketer or teach advertising. Your role is to support members, help with basic platform setup and connect them with the right experts. Our specialists deliver the marketing training and advanced technical advice, and we’ll help you build your platform knowledge.

Where you’ll work

This is a full-time position based at our Campbellfield office. You’ll work alongside the team in person. The role is not hybrid or remote.

You must also be comfortable travelling interstate with us for workshops and events, including Sydney and Queensland.

An immediate start is available.

If you enjoy building relationships, bringing order to busy days and seeing other people succeed, we’d love to hear from you.