Customer Success Specialist

WHEREFIT is Australia and New Zealand’s leading wellbeing benefits platform, helping employers deliver more meaningful wellbeing support to their people.

Our end-to-end, fully managed solution connects employees to 4,500+ offers, tools and resources across physical, emotional, financial and social wellbeing, giving busy HR teams a simple, scalable way to provide benefits that are broad, relevant and easy to manage.

Today, WHEREFIT is trusted by 300+ organisations and 800,000+ employees across Australia and New Zealand, including teams at Woolworths, NAB, Australia Post, Westpac, Kmart, Lendlease, EY, Hays and nbn.

WHEREFIT offers a rare combination of scale, ownership and growth.

With a team of 12, we support 300+ organisations across two markets and work with a broad network of leading wellbeing providers. For the right person, that means meaningful responsibility, exposure to major employers and the opportunity to help shape the next phase of growth in a founder-led, self-funded business with strong momentum.

This role also offers broader ownership than a typical early-career Customer Success role in a larger company. Rather than sitting in a narrow lane, you will gain exposure across onboarding, engagement, value communication, account progression and commercial signal spotting, while working closely with senior leadership in a team where your contribution is highly visible.

We are looking for a proactive and commercially aware Customer Success Specialist to help our corporate clients get ongoing value from their WHEREFIT partnership.

This role will support a portfolio of corporate accounts across onboarding, engagement, follow-up and ongoing account management. The focus of the role is to strengthen account momentum, improve proactive touchpoints, surface issues and opportunities earlier, and help clients make the most of the campaigns, resources, reporting and support available to them throughout the year.

This is not a reactive support role. We are looking for someone who follows through, spots where momentum is slipping, and helps keep accounts moving.

At WHEREFIT, we aim to be more than a perks platform. We work closely with our corporate clients as an extension of their wellbeing team, helping keep wellbeing visible, practical and easy to activate internally. This role will play an important part in bringing that to life through thoughtful communication, strong follow-through, proactive support and clear value-led account management.

You will work closely with our Senior Manager, Customer Success and help improve account coverage, client engagement and visibility across the customer base. Over time, you will take increasing ownership of smaller and lower-complexity accounts, while supporting stronger retention, adoption and growth outcomes across the broader portfolio.

This is a strong opportunity for someone with early client-facing experience who is ready to step into a broader Customer Success role with meaningful exposure to account management, customer engagement and commercial progression in a growing SaaS business.

Customer engagement and account support

• Build strong day-to-day relationships across a portfolio of corporate accounts
• Drive regular touchpoints, check-ins and clear account communication
• Support onboarding and lower-complexity account setup
• Help maintain momentum across accounts through timely and thoughtful follow-up
• Provide responsive, professional support to clients across the customer lifecycle
• Maintain visibility on stakeholder changes, account priorities and key context

Campaigns, follow-up and proactive account management

• Follow up on campaigns, resources and engagement initiatives provided to clients throughout the year
• Check whether clients have rolled these out internally and whether any support is needed
• Help identify where engagement may be low, where follow-up is required, or where additional support could add value
• Deliver proactive updates and status communications across assigned accounts
• Support continued account profiling, including customer priorities, wellbeing goals and account context
• Surface early signs of risk, disengagement or account friction

Value communication and growth support

• Help clients understand and make use of platform updates, new features and engagement opportunities
• Support proactive reporting and value communication, including positive account updates and good-news moments
• Use customer activity, account context and reporting insights to help communicate value clearly
• Spot opportunities to deepen adoption or expand value across the partnership
• Share relevant customer insights internally to support retention and growth planning

CRM and internal account discipline

• Maintain accurate and up-to-date customer records in HubSpot and related tools
• Keep track of milestones, stakeholder updates, account notes and agreed next steps
• Support strong visibility across account activity, opportunities and risks
• Contribute to repeatable Customer Success processes, documentation and internal reporting

Portfolio development over time

• Take increasing ownership of smaller and lower-complexity accounts over time
• Support renewal preparation and account progression across the portfolio
• Manage standard account conversations independently where appropriate, with support from senior Customer Success leadership on more complex or commercially sensitive matters

• You have around 1 to 3 years of experience in a client-facing role
• You are proactive, organised and strong on follow-through
• You have a genuine ownership mindset and do not wait for everything to be handed to you
• You communicate clearly and confidently, both written and verbal
• You build relationships well and are comfortable engaging a range of stakeholders
• You are commercially aware and can recognise when something may represent a risk, opportunity or shift in customer sentiment
• You enjoy working in a small, growing team where ownership, visibility and initiative matter
• You care about delivering a strong customer experience and contributing to broader commercial outcomes
• You are comfortable using systems and keeping account information well organised and up to date

Nice to have

• Experience in Customer Success, Account Management, Client Services, Partnerships or a similar role
• Experience in SaaS, subscription or platform-based businesses
• Experience using HubSpot or another CRM platform
• Experience supporting reporting, engagement campaigns or account growth activity

• Competitive remuneration package including base salary, bonuses and benefits
• Access to over 3,000 fitness and wellbeing perks through the WHEREFIT platform
• Up to $1,200 per year towards personal fitness or sporting expenses
• Four additional paid leave days each year, including a Birthday Gift Day, Work Anniversary Wellbeing Day and two End-of-Year Gift Days
• Flexible working environment, with a vibrant office at Fishburners in Sydney’s Tech Central Innovation Hub
• Access to Fishburners workshops, learning opportunities and startup community events
• Generous learning and development budget for approved external training
• Complimentary Headspace access
• Weekly CrossFit, yoga and pilates classes
• Monthly team lunches and regular social events