Client Success Specialist - Education & Events

Client Success Specialist - Education & Events

Every exceptional client experience starts with someone who makes it happen.

At Positive Collective, we help people create meaningful change through world-class education, leadership development, mentoring and live events.

Every week, our clients trust us to deliver transformational education, coaching and experiences that help them achieve extraordinary outcomes.

Behind every successful client journey is someone who ensures every detail is organised, every stakeholder is aligned, every promise is delivered and nothing falls through the cracks.

We're looking for that person.

As our Client Success Manager - Education & Events, you'll own the operational delivery of our client experience—from onboarding through to program completion.

You'll be the central point of coordination, ensuring clients, Leaders, Mentors, Coaches and internal teams are connected, informed and set up for success.

Working primarily alongside our Head of Education and Live Events & Production Team, you'll ensure education programs, digital workshops, coaching experiences and live events are delivered seamlessly.

You'll also provide operational support across our Leadership, Mentors, Coaches and Client Success Team, ensuring every client receives an exceptional experience from beginning to end.

This isn't a role for someone who simply coordinates calendars.

It's for someone who thrives on ownership, execution, accountability and making things happen for the team, and clients.

What You'll Own

You'll take ownership of the marketing delivery of the client journey, ensuring every client receives an exceptional experience from the moment they join Positive Collective.

Your responsibilities will include

• Leading the end-to-end onboarding experience for new clients by program.
• Coordinating education webinars, mentoring, coaching sessions, workshops and support on live events.
• Partnering closely with the Head of Education and Live Events & Production Team to ensure every program is delivered professionally and seamlessly.
• Supporting our Leadership, Mentors, Coaches and Client Success Team with operational coordination and client delivery.
• Managing client and team communications with professionalism, empathy and proactive follow-up.
• Coordinating calendars, event logistics, learning schedules and internal resources.
• Monitoring client engagement throughout their journey and identifying opportunities to improve engagement and retention.
• Tracking and reporting on KPIs relating to onboarding, client engagement, retention and marketing performance.
• Maintaining accurate records across Salesforce CRM, Salesforce Marketing Cloud and internal systems.
• Coordinating Zoom sessions, education resources and client communications through Google Workspace, email, SMS, Slack and various channels
• Identifying operational improvements that enhance the client experience and increase team efficiency.
• Solving problems quickly while maintaining a calm, organised and solutions-focused approach.
• What Success Looks Like

Success in this role isn't measured by how many emails you send or meetings you attend.

It's measured by the experience our clients receive.

You'll be successful when you consistently

• Deliver a seamless onboarding experience for every new client.
• Coordinate education events that run smoothly, professionally and without unnecessary issues.
• Improve client onboarding experience and engagement numbers.
• Build trusted relationships through proactive communication and exceptional service.
• Meet or exceed client engagement, satisfaction and retention KPIs.
• Keep multiple stakeholders aligned without things falling through the cracks.
• Anticipate challenges before they become problems.
• Improve systems and processes that make the client journey even better.
• Become someone the Head of Education, Live Events & Production Team, Leaders and Coaches know they can rely on to execute.

What We're Looking For

We're looking for someone who naturally takes ownership and enjoys making things happen.

You'll likely have

• A minimum of 5 years' experience in Client Success, Client Delivery, Account Management, Project Management or another client-facing operational role.
• Proven experience within digital marketing, education, coaching or professional services.
• Demonstrated success improving client engagement, satisfaction and long-term retention.
• Experience coordinating education programs, workshops, live events or complex client projects involving multiple stakeholders.
• Experience managing end-to-end client onboarding.
• Strong commercial awareness with experience working towards service delivery or client success KPIs.
• Outstanding organisational, planning and project management skills.
• Exceptional written and verbal communication.
• High attention to detail and an ability to maintain quality while managing competing priorities.
• Experience using Salesforce CRM, Salesforce Marketing Cloud, Zoom and Google Workspace (Docs, Sheets, Calendar, Gmail and Drive), Slack to manage client communications, workflows and program delivery.
• A proactive, solutions-focused mindset with the confidence to solve problems independently.
• Highly Regarded
• Experience supporting conferences, workshops or large-scale live events.
• Experience within coaching, education, membership or leadership development businesses.
• Experience working with client success reporting, operational metrics and KPI dashboards.
• Experience improving client retention through process improvement and proactive client management.
• What This Role Is Not

This role is not for someone who

• Waits to be told what to do next.
• Lets details fall through the cracks.
• Struggles managing multiple priorities.
• Avoids accountability or difficult conversations.
• Is satisfied with \"good enough.\"
• Doesn't like deadlines.
• Prefers reacting to problems instead of preventing them.
• Coordinates from arm's length rather than rolling up their sleeves and getting involved in the day-to-day execution.

We're looking for someone who naturally creates structure, takes ownership, follows through on commitments and enjoys being actively involved in delivering exceptional client experiences.

Why Join Positive Collective?

At Positive Collective, you'll be joining a purpose-driven organisation that genuinely changes lives through property investment education, leadership and community.

You'll work alongside experienced Leaders, Mentors and Coaches who are passionate about helping our clients succeed, while playing a key role in delivering the operational excellence that makes those outcomes possible.

In return, you'll enjoy

• Hybrid working with a mix of office and work-from-home flexibility.
• A competitive salary package based on experience.
• Birthday leave.
• Additional paid parental leave based on tenure.
• Access to our property investment education, mentoring and professional development programs.
• A collaborative, high-performing team that values ownership, accountability and continuous improvement.