Customer Success & Operations Manager

Better Being; Sydney; Hybrid; AUD 80,000 - 120,000; Full time

Benefits offered by this job

Flexible, remote-friendly with hybrid

Four days per week option

Job summary

Better Being is seeking a hands-on role spanning customer success, implementation and operations. You will connect customers with our digital products and delivery team, ensuring successful launches, ongoing engagement and clear value realization.

You will shape how we work with customers, introduce structure, and build scalable processes while maintaining warmth, care and quality Better Being is known for.

Qualifications

• Build strong, credible relationships with B2B clients.
• Balance multiple customers, priorities and moving parts.
• Create structure and improve processes without being rigid.
• Work with digital platforms, CRM, reporting and project management systems.
• Understand customer engagement and renewal value.

Responsibilities

• Lead customer onboarding and implementation.
• Help customers bring Better Being Hub, Wellbeing Index and other digital products to life.
• Translate customer objectives into campaigns, webinars, resources and activities.
• Build strong, trusted relationships with clients.
• Drive adoption, engagement and ongoing customer value.
• Track customer health, engagement, risks and renewal readiness.
• Coordinate reporting and follow-up so customers see the value of the service.
• Help create stronger onboarding, reporting and follow-through processes as the business scales.

Skills

Customer onboarding

B2B relationships

Process improvement

CRM software

Project management

Tools

CRM tools

Reporting tools

PM software

Job description

This is a broad, hands-on role sitting across customer success, implementation and operations. You'll be the practical link between customers, digital products, content and delivery - making sure clients launch successfully, stay engaged and clearly see the value they're receiving. You'll have the opportunity to help shape how we work with customers, introduce greater structure and build scalable ways of working - without losing the warmth, care and quality that Better Being is known for.

Key responsibilities

• Lead customer onboarding and implementation
• Help customers bring the Better Being Hub, Wellbeing Index and future digital products to life within their organisations
• Understand customer objectives and translate them into practical campaigns, webinars, resources and activity
• Build strong, trusted relationships with clients
• Drive adoption, engagement and ongoing customer value
• Track customer health, engagement, risks and renewal readiness
• Coordinate reporting and follow-up so customers can clearly see the value of the service
• Help create stronger systems and processes across onboarding, reporting and customer follow-through as the business scales

About you

• Build strong and credible relationships with B2B clients
• Confidently manage multiple customers, priorities and moving parts
• Enjoy creating structure and improving processes, but aren't rigid in your approach
• Comfortable working with digital platforms, CRM tools, reporting and project management systems
• Understand the importance of customer engagement, retention and demonstrating value
• Enjoy working in a smaller business where you can be hands-on and make things happen
• Care about people and understand that great customer care needs clear systems behind it in order to scale
• Experience within B2B SaaS, HR tech, employee wellbeing, WHS, learning and development, professional services or workplace health would be highly regarded

About us

Better Being helps organisations support their people to live healthier, happier lives at work and beyond. Our approach is practical, evidence-based and grounded in four pillars: Movement, Mindset, Nutrition and Recovery. We create education, resources and insights that are easy to access, easy to understand and realistic enough to fit into busy working days. We're now entering an exciting phase of growth, moving from predominantly bespoke program work towards a scalable digital subscription model through the Better Being Hub, Wellbeing Index and future digital products.

• Genuine ownership of the customer experience as the business grows
• The opportunity to help shape and build the customer success function, rather than simply inherit it
• Broad exposure across customer success, digital products and operations
• The autonomy and variety that comes with working in a smaller, evolving business
• Meaningful work connecting employee wellbeing, evidence and everyday action
• Flexible, remote-friendly working with hybrid options
• The option to work four days per week for the right person