Customer Success Manager

Connected People; Newcastle; On-site; AUD 70,000 - 100,000; Full time

Job summary

Connected People is seeking a Customer Success Manager in Australia to own the client journey from onboarding to retention. You will drive engagement, ensure clients achieve their goals, and coordinate with coaches to deliver value and growth.

The role rewards performance and offers opportunities to scale with a dynamic team serving Trade and Construction business owners across Australia.

Qualifications

• Experience building and maintaining client relationships across the full client lifecycle.
• Ability to onboard new clients and demonstrate value quickly.
• Strong communication and proactive problem-solving in a target-driven environment.

Responsibilities

• Manage client relationships and retention, ensuring client success.
• Check in with clients fortnightly via phone, video, and email.
• Onboard new clients with full business introduction and available services.
• Be the main contact across WhatsApp, email and other channels.
• Identify at-risk clients early and escalate issues promptly.
• Lead renewal and re-sign processes with consistent follow-up.
• Provide clients with tools, resources and documents.
• Keep CRM clean and up-to-date; coordinate with coaches.

Skills

Client relationships

CRM management

Onboarding

Communication

Account management

Tools

Salesforce

HubSpot

Job description

If you love building relationships, working closely with clients and keeping them accountable against their own goals, and being the person they rely on to get real results, this role is built for you.

This is your chance to join an established and successful "Business Coaching" company that supports Trade and Construction business owners’ level up their operations, their teams, and their profitability. You help them win in business!!

The Role

My client is looking for a Customer Success Manager who owns the client journey end‑to‑end from onboarding and showing clients what’s available and full introduction to the business, to supporting them, keeping clients accountable/driven/goal orientated, through to retention.

Your mission is simple: make sure every client feels supported, stays engaged, and achieves the outcomes they have set. Its fast paced, will evolve over time and reward you accordingly!

What You’ll Be Doing

• Managing client relationships, keeping them accountable, goal orientated and maintaining retention levels
• Checking in regularly with every client (at least fortnightly). Phone, Video, Email
• Onboarding and showing new clients what’s available and full introduction to the business
• Being the go‑to contact across WhatsApp, email and other platforms
• Identifying at risk clients early and escalating before issues grow
• Running the full renewal and re‑sign process with consistent follow‑up
• Providing clients with the right tools, resources and documents
• Keeping the CRM clean, accurate and up to date
• Coordinating/booking in with the coaches so they always have context and visibility
• Supporting the overall client experience so every client feels genuinely looked after
• KPI’s/Targets and OTE will mainly revolve around client retention and satisfaction. If you have the industry knowledge and ability to bring on new clients as well, then great!
• Clients vary in size all the way up to some doing over $50M

If you love building relationships, working closely with clients and keeping them accountable against their own goals, and being the person they rely on to get real results, this role is built for you.

This is your chance to join an established and successful "Business Coaching" company that supports Trade and Construction business owners’ level up their operations, their teams, and their profitability. You help them win in business!!

The Role

My client is looking for a Customer Success Manager who owns the client journey end‑to‑end from onboarding and showing clients what’s available and full introduction to the business, to supporting them, keeping clients accountable/driven/goal orientated, through to retention.

Your mission is simple: make sure every client feels supported, stays engaged, and achieves the outcomes they have set. Its fast paced, will evolve over time and reward you accordingly!

What You’ll Be Doing

• Managing client relationships, keeping them accountable, goal orientated and maintaining retention levels
• Checking in regularly with every client (at least fortnightly). Phone, Video, Email
• Onboarding and showing new clients what’s available and full introduction to the business
• Being the go‑to contact across WhatsApp, email and other platforms
• Identifying at risk clients early and escalating before issues grow
• Running the full renewal and re‑sign process with consistent follow‑up
• Providing clients with the right tools, resources and documents
• Keeping the CRM clean, accurate and up to date
• Coordinating/booking in with the coaches so they always have context and visibility
• Supporting the overall client experience so every client feels genuinely looked after
• KPI’s/Targets and OTE will mainly revolve around client retention and satisfaction. If you have the industry knowledge and ability to bring on new clients as well, then great!
• Clients vary in size all the way up to some doing over $50M

Who You Are

• You’ve worked in a client‑facing role (sales, customer success, account management, coaching, etc - doesn't have to have been in Trades etc, although that helps)
• You can hold yourself, you're polished, determined and have a record of success and high achievement
• You’ve worked in a sales‑driven or KPI‑focused environment and can roll with the punches and adapt
• You’re proactive, you see what needs doing and you do it
• You communicate clearly and confidently, driven, dynamic and have similar values to the business
• You’re comfortable having direct, honest conversations when clients need accountability
• You’re tech‑savvy and comfortable managing CRMs, WhatsApp groups and admin
• You thrive in a fast‑paced, growing business where things move quickly

What You’ll Get

• The chance to make a real impact on trade businesses across Australia
• A tight‑knit, ambitious team that values accountability, ownership and results
• Clear expectations, strong leadership and a culture built on performance
• Genuine opportunities to grow as the business scales