Customer Success Specialist

Who We Are

Foundr is a global education company built for modern entrepreneurs. We exist to demystify ecommerce, giving everyday people access to the tools, frameworks, and mentorship they need to build real companies.

Through our courses, coaching programs, and private communities, we support founders at every stage- from first idea through to scaling multi-million-dollar brands. Our coaching ecosystem is powered by experienced operators, strategists, and performance specialists who have built and scaled businesses themselves. We focus on practical execution and real-world results - not theory.

Internally, we value clarity, ownership, high standards, and strong communication. We move with pace, care deeply about outcomes, and take pride in the success of our students. If you’re energised by ambitious founders, real impact, and a commercially minded environment - you’ll feel at home here.

About the Role

We’re looking for a driven and commercially confident Client Success Specialist to support students across Foundr’s coaching programs - from early-stage founders in ideation and validation, through to scaling operators inside our Founder Operators Membership (FOM).

You’ll sit within our Coaching team and work closely with performance coaches and program leaders to ensure every student feels supported, clear, and moving forward.

Day-to-day, you’ll:

• Guide founders through onboarding with clarity and confidence
• Support them in understanding their business metrics at a high level
• Keep them accountable to key milestones
• Identify where they may be stuck and escalate strategically when needed
• Proactively manage engagement and risk

Our students range from brand-new entrepreneurs to established operators running sophisticated digital businesses. This role requires adaptability, strong communication skills, and the ability to meet founders at different stages of business maturity. If you enjoy structured conversations, working with ambitious founders, and being at the intersection of ecommerce and coaching - this role offers meaningful exposure to digital growth environments.

Who You Are

• Driven & People-Focused: You genuinely enjoy working with founders. You bring energy to calls and naturally build trust.
• A Natural Communicator: You communicate with confidence, warmth and authority. You are structured, clear, and composed - whether via email or Google Meet.
• Commercially Curious: You’re comfortable reviewing performance metrics (traffic, conversion rate, CPA, ROAS, revenue) and asking logical follow-up questions. You don’t need to be a technical expert - but you’re not intimidated by numbers.
• Founder-Ready: You can work with both early-stage entrepreneurs and experienced operators. You’re adaptable and comfortable matching the pace of ambitious business owners.
• Emotionally Mature & Reliable: You handle challenging conversations with calm and professionalism. You follow through and take ownership of outcomes.
• Growth-Oriented: You have a genuine interest in eCommerce and performance marketing and are open to deepening your understanding over time.

What You’ll Be Doing

• Own the Success Journey: Act as the primary day-to-day partner for a cohort of founders across our coaching programs.
• Onboard with Precision: Set clear expectations, milestones, and early wins from day one.
• Interpret Performance Data: Help founders make sense of core business metrics (traffic, conversion rate, CPA, ROAS, revenue) and identify potential bottlenecks before looping in specialist coaches.
• Foster Community & Engagement: Host or support orientation calls, check-ins, and small-group sessions to ensure students feel supported and not “lost in the crowd.”
• Strategic Risk Management: Monitor engagement and risk signals (no-shows, inactivity, refund indicators) and act early in partnership with the team.
• Maintain Operational Excellence: Keep HubSpot and Asana records clean, accurate, and up to date so student health is always visible.
• Capture & Celebrate Wins: Help document student milestones, breakthroughs, and testimonials.

Experience & Background

Must-Haves

• 2- 4 years of experience in a client-facing role (Customer Service, account management, agency, coaching, EdTech or similar).
• Strong organisational skills with high attention to detail.
• Confidence working with data and structured frameworks.
• Comfortable using tools like Google Sheets and Docs to track information and communicate clearly.

Nice-to-Haves

• Experience working with CRM tools (e.g. HubSpot or similar).
• Familiarity with project management platforms (e.g. Asana, ClickUp, Trello).
• Exposure to eCommerce or digital marketing environments.
• Familiarity with Meta Ads or performance advertising platforms will be highly advantageous.

How Success Will Be Measured

• Healthy retention and completion rates across your student cohort.
• Strong engagement with key milestones and program deliverables.
• Positive student feedback (NPS).
• Early identification and effective management of at-risk students.

Why You’ll Love Working at Foundr

Mission-Driven Impact

Help founders build real businesses that change their lives.

Specialised Growth

Gain exposure to coaching, eCommerce, and digital growth environments.

Career Progression

After mastering the student journey, pathways into Senior CS, Product, or Operations roles are available.

Perks

Full access to Foundr’s course library and a hybrid work environment in Melbourne.

You don’t need to tick every box. If you’re excited by the mix of client success, entrepreneurship, and digital business - we’d love to hear from you.