Customer Service Representative

Customer Success Representative

About Keepme

We are seeking a dedicated Customer Success Representative to join our growing team in Australia. In this role, you'll be the critical link between our innovative AI-powered platform and our valued clients in the Health and Fitness sector. Keepme's cutting-edge solution is revolutionising how fitness operators leverage technology and data to drive growth. We need a customer champion who can ensure our clients extract maximum value from our platform while fostering long-term relationships.

Key Performance Expectations

• Drive customer onboarding, adoption, and ongoing engagement with our AI-powered solution
• Serve as the trusted advisor to clients, helping them achieve measurable business outcomes
• Identify expansion opportunities within existing accounts and work collaboratively with the sales team
• Develop and implement customer success strategies that maximise retention and satisfaction
• Maintain exceptional customer health scores across your portfolio of accounts
• Conduct regular business reviews that demonstrate clear ROI and value realisation
• Create success plans aligned with each client's unique business objectives

Customer Success Responsibilities

• Execute smooth onboarding processes for new clients, ensuring successful implementation
• Develop deep product expertise to effectively train and educate clients on platform capabilities
• Proactively monitor account health and engagement metrics to identify risks and opportunities
• Resolve client issues promptly while maintaining high satisfaction levels
• Capture and communicate customer feedback to product teams to drive continuous improvement
• Facilitate knowledge sharing across the client base through webinars and best practice sessions
• Build strong relationships with key stakeholders at all levels within client organisations

Requirements

• Minimum 2+ years of experience in customer success, account management, or client services role, preferably in SaaS
• Demonstrated ability to maintain high retention rates and drive account growth
• Strong understanding of the Australian Health and Fitness landscape
• Exceptional communication and presentation skills, with the ability to explain technical concepts clearly
• Data-driven approach to measuring and reporting on customer success metrics
• Experience with CRM systems and customer success platforms
• Problem-solving mindset with the ability to navigate complex customer situations

Ideal Candidate Profile

We are seeking a customer success professional who:

• Is passionate about creating exceptional client experiences
• Demonstrates a consultative approach to customer relationship management
• Balances strategic thinking with tactical execution
• Shows empathy and understanding of client challenges
• Is comfortable working with data and metrics to drive decisions
• Has a growth mindset and continuously seeks to improve processes

What We Offer

• Competitive salary package ($60,000-$80,000 AUD)
• Opportunity to work with innovative AI technology that's transforming an entire industry
• Professional development and career advancement opportunities
• Flexible work arrangements with a focus on work-life balance
• Collaborative, supportive team environment
• Comprehensive benefits package

Location

• Based in Australia and work Remotely

How to Apply

Qualified candidates should submit:

• Detailed resume highlighting customer success achievements
• Cover letter explaining your approach to customer retention and satisfaction and why you would be a great Customer Service Rep at Keepme!

Join us in revolutionising the Health and Fitness industry with AI-powered solutions that deliver real business impact!

• Keepme is an equal opportunity employer committed to diversity and inclusion in the workplace.