Customer Success Coordinator

4 weeks ago

Brisbane, Queensland, Australia Set Up My Offshore Full time
Overview

Customer Success Coordinator at Set Up My Offshore. This remote, part-time position is 20 hours per week and focuses on ensuring clients are supported, satisfied, and growing with us by managing onboarding, reviewing performance, delivering actionable reporting, and proactively identifying growth opportunities. Success means retained clients, testimonials, and expanding accounts that adopt more services and increase spend.

Responsibilities
  • Client Onboarding & Support
  • Guide new clients through onboarding (setup, expectations, communication channels)
  • Run-structured client check-ins: a) Weekly during launch; b) Fortnightly/monthly once stable
  • Manage WhatsApp support channel — all queries acknowledged within 30 minutes
  • Document client requests/issues clearly for internal team follow-up
  • Voice AI Clients: Review a sample set of calls weekly; flag issues, provide recommendations, and track "good vs bad" ratios
  • Identify recurring themes/patterns and provide consultative recommendations
  • Maintain a minimum call quality threshold (≥70% rated "good")
  • Ad + AI Clients: Monitor Meta Ads + GoHighLevel dashboards
  • Prepare monthly reports that include: a) Cost per lead, b) Cost per appointment, c) Appointment show-up rate, d) Funnel performance metrics
  • Highlight clear actions: what's working, what's underperforming, and what should change
  • Growth, Retention & Advocacy: Proactively identify upsell opportunities (new AI agents, campaigns, increased ad spend)
  • Track and drive multi-service adoption (goal: most clients on ≥3 services e.g., AI, Ads, CRM)
  • Monitor and encourage portfolio ad spend growth (e.g., +20% net growth over 6 months)
  • Ensure retention calls are scheduled if client risk is detected
  • Help clients share their success — coordinate testimonials and case studies as a benchmark of satisfaction
Qualifications
  • Bachelor's degree in business, communications, marketing, or related field (or equivalent experience)
  • Proven experience in client success, account management, or digital marketing (agency/SaaS)
  • Hands-on with GoHighLevel, Meta Ads Manager, Synthflow (or quick to learn)
  • Strong analytical skills (turning data into insights)
  • Consultative communicator who builds trust and handles difficult conversations well
  • Organized, proactive, and thrive in remote environments
  • Strong communication and interpersonal skills with a customer-centric mindset
  • Ability to manage multiple accounts and priorities with attention to detail
  • Problem-solving and conflict resolution skills
Benefits
  • Permanent WFH Arrangement
  • Fixed day-shift Schedule (Australian time)
  • Work equipment provision
  • Remuneration commensurate with experience
  • SUMO in-house & outdoor company events such as Team Building, Christmas Party, Quarterly Meet-Ups, Team Huddle

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