Customer Success Manager I Senior Manager I Fully Remote I Coaching Business

Farm Owners Academy is growing, and we're looking for a high performing Customer Success Managerto own and improve the member experience across all FOA programs.

• Remote Work – Work-from-home flexibility.
• Attractive Compensation – K pa plus super, based on experience
• Purpose-Driven Work – Be part of a mission-driven organisation making a tangible difference for farming families across Australia
• Flexible Hours – full time 40-hour week (we would consider part-time for the right candidate - 32 hours per week across 4 days)
• Travel Opportunities – Join us for 2–3 member events across Australia each year, along with our annual planning retreat
• Supportive Culture – We are keeping the team spirit strong through regular online check-ins. The whole business comes together, in person, multiple times per year
• Professional Development – Access world-class leadership coaching to help you thrive and grow in your role
• Start Date: ASAP (flexible for the right candidate)

Farm Owners Academy, established in 2015, is a leading education and coaching organisation that empowers farming families to develop the business skills they need to build thriving farms and fulfilling lives. We do things differently here - from our remote work environment to our focus on personal growth, all while fostering a supportive and collaborative community and team culture.

This role puts you at the heart of FOA's impact — leading the member experience across all programs as a key member of the Senior Leadership Team, reporting directly to the CEO.

We offer a range of short courses, as well as our flagship program, the Platinum Mastermind – a three-year coaching journey that helps farming families achieve financial freedom and build successful businesses and fulfilling lives.

This program is delivered through in-person events, online coaching, mentoring, and annual benchmarking. Throughout the journey, members become part of the FOA Family – with community and connection at the heart of everything we do.

With the support of our 30+ dedicated coaches and consultants, your role as Customer Success Manager is to own and continuously enhance the member experience across all FOA programs – ensuring our members achieve big results while feeling deeply supported and connected to our community.

• Lead a team of 6 direct reports, overseeing areas including coaching, benchmarking, members support, Events, Wellbeing and FOA On Tour
• Map and optimise the full member journey, identifying opportunities to improve retention, engagement, and results
• Coordinate program delivery – ensure events, online coaching sessions, and benchmarking activities run seamlessly across the year
• Drive continuous improvement – identify skill gaps, implement team training, and raise the standard of delivery across all touchpoints
• Champion our 6-star service standards, embedding them in every interaction with our members
• Lead onboarding, graduations, and program transitions, ensuring members feel guided, supported, and celebrated throughout
• Monitor member results and feedback monthly, drawing insights and leading corrective actions where needed
• Ability to grow with the business – you can interpret the org chart and annual KPIs, and translate them into clear priorities and actions
• Deliver strong outcomes across retention, program conversions, NPS and member satisfaction, consistently meeting or exceeding agreed KPIs
• Enhance member data systems – ensure accurate reporting, create efficiencies, and leverage data to improve outcomes
• Collaborate with leadership – align the member experience with business goals, KPIs, and the overall growth strategy

• Have 3+ years experience leading a team of 5+ direct reports
• Are a proven leader in customer success, you bring 2+ years in customer service or customer experience, ideally within coaching, consulting, or adult education
• Have proven experience in coaching, training, or adult education environments
• Are process-driven, passionate about refining systems, improving efficiency, and enhancing member success
• Care deeply about member results and know how to link customer outcomes to business growth
• Can zoom in and out – equally comfortable analysing detailed customer feedback and stepping back to identify big-picture trends, then turning insights into meaningful action
• An open communicator who actively listens and builds trust with our customers and and internal teams
• Calm, resilient, and composed under pressure, inspiring others through leadership by example
• Have a connection to, or appreciation for, the agriculture industry

As this is a work-from-home role, you'll need:

→ A quiet home office space free from distractions

→ Strong, reliable internet connection

→ Confidence using Zoom, Slack, CRMs, and other online platforms

Click the Apply Now button to tell us a bit more about yourself and send us your CV and cover letter.