Client Success Specialist

4 days ago

South Yarra, Australia Foundr Magazine Full time

We’re seeking an experienced Client Success Specialist (or Customer Success / Student Success Specialist) to join our Melbourne-based team. If you’re passionate about guiding and supporting aspiring entrepreneurs, and you excel at building relationships and driving retention, this role is for you

**About Foundr**

Foundr is a globally recognised EdTech organisation helping today’s founders build tomorrow’s leading businesses through online courses, digital content, and a supportive global community. We collaborate with the world’s top entrepreneurs, distilling their proven frameworks into actionable advice for the millions who engage with our brand each week.

**Why Work with Foundr?**
- **Collaborate with World-Class Entrepreneurs**: Directly learn from visionary founders and eCommerce experts.
- **Meaningful Impact**: Contribute to shaping the future of entrepreneurship by empowering ambitious students to succeed.
- **Vibrant, Entrepreneurial Culture**: Join a dynamic, fast-paced environment where innovation, creativity, and collaboration thrive.
- **Flexible Work Options**: Enjoy 2 days in our South Yarra office—close to public transport—and 3 days working remotely.
- **Professional Growth**: Be part of a rapidly growing EdTech and coaching organisation, with opportunities to advance your career and skill set.

**The Role**

As a Client Success Specialist, you will be a trusted partner for our coaching students—guiding them at every stage of their entrepreneurial journey. In this role, you’ll foster loyalty, ensure students achieve their goals, and support program growth. You’ll work closely with coaches, sales, marketing, and operations to optimize each student’s experience.

**Key Responsibilities**
- Host orientation calls and concierge sessions for new students, ensuring a seamless transition into our coaching programmes.
- Match clients with the ideal coach and provide personalised onboarding support.
- Conduct scheduled reviews to monitor student progress, gather feedback, and address challenges early.
- Encourage continuous engagement and help students achieve their business and personal growth milestones.
- Act as the main point of contact for student enquiries, troubleshooting issues quickly and professionally.
- Facilitate coach swaps, dispute resolutions, and escalations in a proactive, empathetic manner.
- Track key metrics (e.g., NPS, renewal rates) to identify improvement opportunities.
- Maintain accurate records in HubSpot, capturing onboarding progress, student goals, and renewal timelines.
- Work with Sales and Marketing teams on pre-close student reviews, promotions, upsells, and renewals.
- Provide feedback to enhance the student experience and share insights that drive coaching programme enhancements.
- Proactively identify at-risk students, address concerns early, and manage renewals to maximise satisfaction and retention.
- Liaise with Finance and Coaching teams to streamline refunds or escalations as necessary.

**About You**
- 3-5+ years in a Customer Success, Client Services, or Customer Support role (preferably in EdTech, eCommerce, SaaS, or digital marketing).
- Demonstrable track record of managing client relationships, driving retention, and working cross-functionally to improve processes.
- You genuinely care about student success and strive to deliver an outstanding client experience.
- Skilled in proactively identifying at-risk clients, resolving escalations, and facilitating dispute resolutions with empathy.
- Highly capable of presenting complex information clearly and persuasively.
- You thrive in a fast-paced environment, using creativity to overcome challenges and refine processes.
- Experience resolving issues under time pressure while balancing multiple priorities.
- Comfortable using HubSpot, Asana, and Zoom (or similar CRM/project management tools).
- Familiarity with Google Sheets or Excel for tracking metrics, performing basic data analysis, and generating reports.
- eCommerce experience (Shopify, WooCommerce, etc.) and/or a solid understanding of digital marketing is a plus.
- You have a strong sense of accountability, readily take the lead on projects, and are self-motivated to deliver results.
- Able to manage your own workload effectively, hitting deadlines and keeping stakeholders updated along the way.
- You’re always keen to learn, adapt, and share ideas, continuously seeking ways to improve both the student experience and your own skill set.
- Open to feedback and excited to be part of a team that’s shaping the future of entrepreneurship.

**What We Offer**
- **Competitive Salary + Bonus + Super**: We offer a remuneration package that reflects your skills, experience, and contributions.
- **Hybrid Work Environment**: Enjoy a balanced schedule between on-site collaboration and remote flexibility.
- **Cutting-Edge Training**: Gain exclusive insights from world-class entrepreneurs and coaching experts for your own professional development.
- **Team Cultu

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