Client Success Officer

About Scope

Scope’s purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities to achieve their goals. Scope is a registered NDIS provider delivering services including supported independent living, therapy, employment support and community participation across Victoria and NSW.

About Your Role

Scope has an exciting opportunity for a Client Success Officer to join our Client Acquisition & Retention team within Operations, reporting to the Client Success Manager.

This role is centered on understanding client needs, plans and funding arrangements to ensure services are aligned, sustainable and deliver strong outcomes. You’ll work closely with clients, their families and internal teams to support a positive client experience, identify risks, and contribute to strategies that strengthen client retention and engagement. 

Key Responsibilities

• Engage with clients and their support networks to understand individual goals, service needs and funding arrangements, ensuring services align to their plans
• Monitor client experience, satisfaction and retention trends, identifying risks and opportunities to improve outcomes
• Analyse client data and funding utilisation to provide insights that support retention strategies and service optimisation
• Act as a key point of coordination to resolve client concerns, including service, billing or contract‑related issues
• Collaborate with internal stakeholders to improve client journeys, retention initiatives and service delivery practices

Your Key Focus

• Understanding and aligning services to individual client plans and funding
• Supporting positive, consistent client experiences
• Identifying and reducing risk of client disengagement
• Using insights and data to improve retention outcomes
• Strengthening collaboration across teams to support client success

What We Look For

• A client‑focused professional who builds trust and strong relationships
• A strong communicator who can engage with diverse stakeholders
• Someone who can interpret data and translate it into meaningful insights
• A proactive problem solver who can identify risks and drive solutions
• A collaborative team player who contributes to continuous improvement

Skills, Experience and Qualifications 

• Experience working with client services, customer success or similar functions, ideally in a service‑based environment
• Ability to understand and interpret client plans, funding arrangements or service delivery requirements
• Strong analytical skills with experience using data to inform decisions and improve outcomes
• Excellent communication skills, both written and verbal, with the ability to manage stakeholder expectations
• Experience working collaboratively across teams and building relationships with internal and external stakeholders

We are committed to filling this role quickly and will be reviewing applications as they arrive. Interviews may commence early, so we encourage you to apply promptly.

Scope as an Employer

At Scope, we celebrate our people by offering access to an exclusive benefits platform, providing cashback, vouchers and discounts with over 500 retailers across groceries, fuel, entertainment and wellbeing.

You’ll also benefit from:

• Salary packaging options to increase your take‑home pay
• Opportunities for career development and progression
• A supportive, inclusive and values‑driven workplace

View our stance on inclusion, diversity and human rights by visiting our careers page.

Scope (Aust) is a 2024 Circle Back Initiative Employer – we commit to responding to every applicant.

Agencies: Whilst we appreciate your interest, we are confident we can find a great candidate without external support.

Take your career on a journey with Scope and work proactively with us to achieve our purpose.

If you require adjustments to our recruitment process, please email careers@scopeaust.org.au.

Please note, successful applicants will be required to hold a NDIS Worker Screening Check Clearance and a Working with Children Check. If you have lived or worked for a continuous period of 12 months or more in another country within the last 10 years, a certified International Police Check from that country or countries will also be required. Please note that the offer will be conditional on meeting these requirements.