• Develop CRM and lifecycle marketing strategies • Build and optimise campaigns across email, SMS and marketing automation • Analyse performance and continuously improve results • Partner with clients and our Strategy, Creative and Performance teams to deliver outstanding work

• Improve: Be able to create custom solutions in HubSpot within the first 6 months. • Build: Understand business and revenue operations objectives and translate them into technical requirements. • Lead: Ability to map and integrate Multi-System Data Models • Drive: Ability to BLUF and communicate clearly to internal and external stakeholders • Plan: Ability to scope, plan, and deliver technically complex projects; documents architecture and workflows; communicate updates regularly

• Build, launch, and optimize CRM campaigns across the entire player lifecycle. • Execute targeted campaigns across Email, Push, Browser, WhatsApp, and Telegram. • Create dynamic player segments and personalized customer journeys. • Configure, test, and validate bonuses, automations, and triggered campaigns. • Monitor campaign performance and optimize based on key KPIs. • Design and run A/B tests to improve engagement and retention. • Collaborate with Product, Data, Content, and Communications teams. • Identify opportunities to automate processes and improve CRM efficiency. • Maintain CRM platform integrity and support best practices.

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”).