Customer Success Manager

Client Success Manager / Executive Assistant – Endure Coaching Account & Relationship Management Full-Time | Remote | Australia-Wide $80,000 – $90,000 per year

About Endure Coaching

Endure Coaching is a fast-growing online women's health and fitness coaching business based on the Gold Coast. We work with women across Australia through a premium 1:1 coaching model built around food freedom, sustainable results, and real transformation. We are scaling fast, and our standards are uncompromising. We need someone who can match that intensity.

The Reality of This Role

Let us be completely transparent: this is not a comfortable, low-pressure customer service job. This is a high-stakes, high-skill client success and relationship management position that requires serious commercial ability and emotional resilience.

If you are looking for a quiet, behind-the-scenes role, a predictable 9-to-5 with slow days, or a position where you can avoid difficult conversations — do not apply. This role is demanding. You will be dealing with real people, raw emotions, and real revenue on the line in every single conversation.

Your primary job is to keep clients. You will be managing relationships across an active and growing client base. This means conducting intense retention conversations, handling aggressive objections, structuring downsell packages, re-engaging clients who have gone completely cold, and turning cancellation calls into continuations.

You will face rejection. You will face frustrated clients. You will need to hold your ground, maintain authority, and navigate conflict without backing down or taking it personally. If you are conflict-averse, easily overwhelmed by pressure, or unable to compartmentalise high-stress interactions, this role will break you.

The best people in this role come from cut-throat account management, business development, or retention-focused sales. If you have held a CSM, BDM, or account manager position and know how to dominate a difficult conversation while keeping a relationship intact, you understand what this role demands. That is the exact skill set we require.

Simultaneously, this is a front-facing community role. You must be the relentless, energetic presence inside our client WhatsApp community — driving weekly engagement, celebrating wins, and ensuring every client feels connected. You must possess both ruthless commercial skill and exceptional people skills. You must bring the energy, even on your hardest days.

What You Will Be Doing

Retention and Account Management

• Conducting structured, high-stakes retention calls with clients actively trying to cancel
• Handling objections with calm, unshakeable authority and genuine empathy
• Presenting downsell options and tailored packages persuasively — without being pushy, but without taking "no" easily
• Relentlessly re-engaging ghost clients who have gone quiet
• Managing cancellation calls and converting them into continuations
• Conducting 6-week review calls and 12-week VIP calls with all active clients
• Following up with absolute precision and logging every detail flawlessly

Client Relationship Management

• Onboarding new clients via a Welcome Call within 48 hours of sign-up
• Building genuine 1:1 relationships with every client via WhatsApp
• Checking in with clients 1–2 times per week to keep them connected, accountable, and motivated
• Running the Endure WhatsApp community: Monday motivation, Wednesday Wins, Friday weekend chat, and win celebrations

Team and Systems

• Logging all call notes in GHL (GoHighLevel) and Notion immediately after every call
• Briefing coaches via Slack on anything relevant post-call
• Working closely with the admin and coaching team to ensure absolutely nothing falls through the cracks
• Providing executive-level support to the founder as required, helping manage priorities, communications, and day-to-day operations

What We Are Looking For

Experience (Required)

• Minimum 2 years in a Client Success Manager, Executive Assistant, high-pressure account management, business development, or retention-focused sales role
• Proven track record of holding structured commercial conversations while maintaining strong relationships under fire
• Experience managing a demanding client base and working to strict retention KPIs
• Completely comfortable conducting calls daily and handling objections on the fly, without a script

Skills — Must Have

• Exceptional communication: warm, direct, and fiercely confident on the phone and over text
• Elite objection handling: the ability to read a conversation, adapt in real time, and turn a negative into a positive
• Commercially minded: you understand the critical value of retention and know how to present options persuasively
• Hyper-organised and self-managing: you dictate your own call schedule, stay relentlessly on top of follow-ups, and never let a client go cold
• CRM experience (GHL or similar)
• Strong written communication for client-facing WhatsApp and community management
• Ability to support executive-level tasks: scheduling, communications, prioritisation, and follow-through
• High-level accountability and attention to detail — nothing slips

Nice to Have

• A background or qualification in health, fitness, nutrition, or a related field
• A genuine passion for an active, healthy lifestyle — you'll be representing a rapidly growing health and fitness brand, and that alignment matters
• Experience working within an online coaching or health and wellness business

Personal Qualities

• Genuinely passionate about health, fitness, and the journey our clients are on
• Warm, bubbly, and energetic — you bring the energy even when you are exhausted or dealing with difficult clients
• Highly resilient and aggressively solutions-focused under pressure
• Not conflict-averse: you can hold a difficult, uncomfortable conversation with grace and absolute authority
• Values-aligned with what Endure stands for: food freedom, sustainability, and real results

What This Is Not

This is not a backend admin role. There is no email management, no content scheduling, and no systems work. This is a people-facing, conversation-driven role that requires skill, relentless energy, and sharp commercial instincts every single day.

If you want balance over performance, if you shy away from hard conversations, or if you cannot handle the pressure of saving revenue on a daily basis, this is not the right fit for you. We only want applicants who thrive in this environment.

The Details

• Salary: $80,000 – $90,000 per year
• Hours: Full-time | Flexible working hours
• Location: Remote | Open to candidates Australia-wide
• Growth: Real pathway to expanded responsibility and leadership for the right person who proves they can handle the heat