Customer Success & Community Manager in Melbourne

Help business owners turn ambition into progress. There’s something rewarding about seeing someone achieve a breakthrough and knowing you helped them get there. At LaunchHub, you’ll experience that first hand. You’ll build relationships with business owners who are working hard to create something better. You’ll help them get started, stay connected, work through challenges and celebrate their progress.

We’re looking for a Customer Success & Community Manager who loves working with people, is confident with technology and takes pride in keeping things organised. This is an opportunity to become a trusted part of a community where your work has a visible impact.

LaunchHub helps business owners develop practical skills in marketing, technology, systems and business growth through in-person workshops, expert support and an ongoing member community. We take our members’ success seriously. We want them to feel supported, put what they learn into action and build businesses they’re proud of.

You’ll join a passionate, supportive team that values initiative, celebrates progress and cares about delivering a great experience. Your ideas and attention to detail will help us make that experience even better.

What you’ll get from the role:

• The satisfaction of helping people succeed. Follow members from their first onboarding conversation through to the milestones and wins they share.
• Meaningful relationships. Become a familiar, trusted contact for business owners who appreciate having someone in their corner.
• Variety in your working week. Combine member conversations, community engagement, technology, administration and live events.
• Opportunities to learn. Develop your knowledge of business systems and digital platforms alongside Rami and the LaunchHub team.
• A voice in how we improve. Identify gaps, suggest better processes and turn member feedback into practical changes.
• The opportunity to travel with the team. Support our interstate workshops and meet members in person.

What you’ll be doing:

• Welcoming and onboarding members. You’ll help new members feel welcome and understand exactly what happens next. Through phone and Zoom calls, you’ll guide them through onboarding, help them navigate our Circle community and prepare them for their workshop.
• Building relationships and supporting progress. You’ll proactively contact members, help them establish clear milestones and check in monthly to see how they’re progressing.
• Managing the member community. You’ll respond to support enquiries through GoHighLevel and Circle, welcome new members, encourage participation and celebrate member wins.
• Coordinating support calls and following through. You’ll join and moderate support calls, help direct members to the right expert and keep conversations organised.
• Improving our resources and member experience. You’ll review support questions, member feedback and engagement data to spot recurring issues.
• Coordinating workshops and events. You’ll take ownership of venue bookings and event administration, liaise with venues and make sure arrangements are organised ahead of each workshop.
• Keeping the details organised. You’ll maintain accurate CRM records, track follow-ups and make sure important information moves smoothly between sales, onboarding, support and the events team.

What we’re looking for:

• You’re approachable, articulate and comfortable taking the lead in a conversation. You enjoy helping people, learn technology quickly and follow through on what you say you’ll do.
• Excellent verbal and written communication, with a clear, professional and friendly manner.
• Confidence making outbound calls, speaking with members and guiding people through onboarding over Zoom.
• Strong computer skills and the ability to learn new platforms quickly.
• Experience using a CRM and maintaining organised customer records. GoHighLevel experience is a bonus.
• Basic knowledge of marketing fundamentals and familiarity with Meta and Google Ads.
• Strong administrative skills, attention to detail and the ability to manage competing priorities.
• Patience when helping people who are less confident with technology.
• Initiative to identify problems, coordinate solutions and keep things moving.
• Experience in customer success, customer service, community management, administration or a similar role.
• Experience with Circle, member onboarding or event coordination would also be valuable.

You do not need to be a marketer or teach advertising. Your role is to support members, help with basic platform setup and connect them with the right experts. Our specialists deliver the marketing training and advanced technical advice, and we’ll help you build your platform knowledge.

This is a full-time position based at our Campbellfield office. You’ll work alongside the team in person. The role is not hybrid or remote. You must also be comfortable travelling interstate with us for workshops and events, including Sydney and Queensland. An immediate start is available.

If you enjoy building relationships, bringing order to busy days and seeing other people succeed, we’d love to hear from you.