Role Description We're looking for a proactive, tech-savvy, and customer-focused Member Success Manager to become the central point of contact between members, coaches, and the internal product team. This is much more than a traditional customer support role. You'll be responsible for delivering an outstanding member experience, supporting coaches, identifying recurring platform issues, coordinating with developers, maintaining documentation, and continuously improving internal processes. The ideal candidate enjoys turning complex problems into simple solutions, communicates exceptionally well, embraces AI and modern workplace technology, and thrives in a fast-moving startup environment where every improvement makes a meaningful impact. Key Responsibilities - Member & Coach Success - Manage the shared customer support inbox, responding to member enquiries with professionalism, empathy, and efficiency. - Resolve account access issues, payment enquiries, booking changes, scheduling concerns, and general platform support requests. - Support coaches with platform navigation, onboarding, offboarding, scheduling, and day-to-day operational questions. - Deliver an exceptional customer experience while maintaining high service standards. - Platform Improvement & Product Support - Identify recurring platform issues and convert them into clear, structured development tickets. - Liaise with the development team by documenting bugs, reproducing issues, and verifying completed fixes. - Test platform improvements before release and communicate updates back to members and coaches. - Recommend enhancements to workflows, platform functionality, and customer communications. - Reception Intake & Follow-Up - Work every submission from our phone reception service (member questions, tech problems, coach messages) arriving in the support inbox, to the same standards and response times as any other support request. - Call members when a problem is faster to solve with a quick outbound call than a long email thread; inbound calls are handled by our reception service. - Keep CRM records tidy where reception bookings and member interactions touch GoHighLevel: correct tags, correct pipeline stages, nothing orphaned. - Operations & Process Improvement - Maintain accurate internal documentation and knowledge bases using Notion. - Coordinate onboarding and offboarding processes for coaches and team members. - Support employer onboarding projects and operational rollouts. - Continuously identify opportunities to improve processes, documentation, automation, and operational efficiency. - Utilise AI tools to improve productivity, communication quality, and workflow efficiency. Qualifications - 2–4 years of experience in Customer Success, Customer Support, Operations, or a similar client-facing role. - Previous experience supporting SaaS platforms or technology-enabled businesses. - Hands-on experience using customer support platforms such as Front or similar shared inbox software. - Experience working with CRMs such as GoHighLevel, HubSpot, Salesforce, or similar platforms. - Familiarity with issue tracking tools such as Linear, Jira, ClickUp, or equivalent. - Strong written and verbal English communication skills with a confident phone manner. - Excellent problem-solving and critical thinking abilities. - Ability to write clear, structured bug reports and communicate effectively with technical teams. - Strong organisational skills with the ability to manage multiple priorities simultaneously. - Comfortable working independently within a remote environment. - Close attention to detail and strong documentation habits. - Demonstrated experience using AI tools such as ChatGPT, Claude, or similar as part of daily workflows. - Experience with Notion for documentation and knowledge management is strongly preferred. Nice to Have - Experience performing light QA testing or software troubleshooting. - Exposure to fintech, coaching, education, or digital platform businesses. - Experience supporting Australian, UK, or US customers. - Understanding of customer journey mapping and customer experience improvement. - Interest in financial wellbeing, coaching, or personal development. Work Arrangement & Expectations This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to: - Disclose any existing ongoing roles or client work. - Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”).

Role Description We are seeking a highly motivated and customer-focused Technical Customer Success Manager (TCSM) to serve as a trusted advisor for our cyber security customers. This role combines deep technical expertise with strategic customer engagement, ensuring customers maximize the value of their security investments while achieving their business objectives. The ideal candidate possesses strong endpoint security knowledge, a startup mentality, exceptional problem-solving skills, and the ability to translate complex technical challenges into meaningful business outcomes. They are comfortable engaging with stakeholders ranging from security administrators to C-level executives and are passionate about driving customer success. Qualifications - 5+ years of experience in Customer Success, Technical Account Management, Security Engineering, Professional Services, or related customer-facing cyber security roles. - Strong hands-on knowledge of endpoint security technologies, including EDR/EPP platforms, antivirus and anti-malware solutions, and endpoint detection and response capabilities. - Familiarity with OS-diverse environments (Windows, macOS, Linux), VDI and remote workforce deployments, MDM/UEM integrations, and common endpoint attack scenarios including ransomware and supply chain threats. - Experience managing enterprise customer relationships. - Proven ability to communicate effectively with both technical and non-technical audiences. - Experience handling high-priority customer escalations and driving cross-functional resolution. - Strong written, verbal, and presentation skills. - Ability to analyze data and use customer insights to drive recommendations and business outcomes. - Familiarity with security frameworks such as NIST, CIS Controls, and Zero Trust. - Experience presenting to executive leadership, including CIOs, CISOs, and other C-suite stakeholders. - Demonstrated ability to thrive in a fast-paced, high-growth environment. Requirements - Serve as the primary post-sales technical advisor and trusted partner for assigned customers. - Develop strong relationships with customer stakeholders, including security teams, IT leadership, and executive sponsors. - Translate technical challenges and security risks into business-focused recommendations and outcomes. - Drive customer adoption, engagement, and long-term success through strategic account planning. - Lead customer success reviews, executive business reviews, and ongoing strategic discussions. - Provide expertise in endpoint security technologies, cyber security best practices, and security operations. - Own the customer onboarding experience post-sale, driving structured deployment plans that accelerate time-to-value. - Guide customers through deployments, integrations, configuration optimization, and adoption initiatives. - Analyze customer environments and provide data-driven recommendations to improve security posture and product utilization. - Design and deliver enablement programs tailored to customer security teams. - Leverage Check Point's threat intelligence capabilities to provide customers with contextually relevant security guidance. - Maintain awareness of product roadmap developments and communicate upcoming capabilities to customers. - Collaborate with Support, Engineering, Product Management, and Sales to resolve complex customer issues. - Own and drive resolution of critical customer escalations from identification through closure. - Act as the customer advocate internally, ensuring timely communication and accountability across teams. - Proactively identify risks to customer satisfaction and develop mitigation plans. - Demonstrate strong analytical and problem-solving skills when navigating technical and business challenges. - Partner closely with Sales teams to support account growth, retention, and customer advocacy. - Own and report on key customer success metrics including Net Revenue Retention (NRR), product adoption rates, CSAT/NPS scores, and renewal forecasts. - Use customer health metrics, adoption data, and business insights to identify opportunities and risks. - Maintain executive-level relationships and effectively communicate value realization to business leaders. - Contribute to customer renewal and expansion strategies through technical and business guidance. Benefits - Experience in SaaS cyber security organizations. - Knowledge of endpoint protection, email security, identity security, cloud security, or workspace security solutions. - Experience supporting customers during active security incidents or coordinating with incident response teams. Success Profile - A trusted advisor who earns customer confidence. - Technically credible and business-minded. - Data-driven in decision making and customer guidance. - Proactive, accountable, and customer-obsessed. - An exceptional communicator who can simplify complex technical concepts. - Comfortable owning customer outcomes and leading through influence.

• Respond promptly and professionally to inbound web and phone inquiries, serving as a knowledgeable first point of contact. • Use consultative discovery to understand the customer’s product, business goals, timing, questions, and underlying reasons for seeking testing or labeling support. • Recommend appropriate laboratory testing, labeling, and related services within established company guidelines, involving technical team members when specialized expertise is needed. • Prepare, present, and follow up on quotes or proposals; answer questions; address concerns; and guide qualified opportunities toward a clear decision. • Maintain ownership of the customer relationship after the sale, providing continuity from initial inquiry through project completion and future work. • Oversee laboratory testing projects from start to finish, including submission forms, sample instructions, confirmation of sample arrival, expected delivery dates, status updates, and final report delivery. • Monitor the support inbox and ensure inquiries and reports are handled accurately and on time. • Follow up on invoices generated through QuickBooks and help resolve routine billing questions. • Recognize opportunities for additional services or future projects based on the customer’s goals, and make relevant recommendations without compromising trust. • Document customer conversations, project progress, notes, tasks, next steps, and follow-up dates in HubSpot so the team has a complete and current record.

• Hold a portfolio of client-assistant pairings • Treat every inbound inquiry with urgency • Run onboarding for new clients and assistants • Own 30-day success check-ins and follow-ups • Take lead on win-back conversations