About the role
About
the role: As a Customer Success Specialist, you'll own the member retention experience end-to-end — ensuring our existing members continue their preventative health journey with EverLab year after year. You'll be the dedicated person managing the retention pipeline, conducting personalised member check-in calls, and guiding members through their options based on where they are in their health journey. This is not a sales role and it's not a support role. It's a relationship-driven, operationally rigorous position where you'll manage a pipeline of members approaching retention across multiple touchpoints — often over days or weeks. You'll be the voice our members hear when it matters most: when they're deciding whether to keep investing in their health. This is a full-time role, with 1–2 days per week in-office for team members located near our Melbourne or Sydney offices (Melbourne preferred). For those based elsewhere in Australia,
the role may be fully remote. It's ideal for someone who thrives in a fast-paced, high-growth environment, is naturally empathetic and consultative, and is excited to help build a new function from the ground up.
Responsibilities and scope: Retention pipeline ownership: Own the full retention pipeline across member cohorts — from initial automated outreach through to retention close. Conduct personalised member check-in calls: gather feedback, address concerns, present renewal options, and guide members through their decision. Manage complex, multi-touchpoint retention journeys for members who need time — outstanding tests, partner discussions, doctor consultations, or life circumstances to navigate. Proactively follow up with members who don't engage through automated journeys, ensuring no member drops out of the funnel passively. Operational coordination & systems: Maintain and update member records across multiple systems Track and report on retention metrics by cohort — retention rate, revenue retained, tier mix, and churn reasons. Coordinate with other internal teams on members needing assistance Member insights & feedback: Surface member feedback themes to product, clinical, and leadership teams. You'll be closer to our existing members than almost anyone in the company — we'll rely on you to tell us what's working and what's not. What we are looking for: A clear, confident, and charismatic communicator — especially on the phone. Trustworthy, thorough, and known as a safe pair of hands. Naturally empathetic and relationship-driven — you build trust quickly and communicate with care, not a script. High attention to detail — you can manage a pipeline of 50+ members in various stages of retention simultaneously without dropping the ball. Proactive and solutions-focused — you follow up before you're asked and spot opportunities to improve. Humble and helpful — you're happy doing whatever is needed to support
