Customer Success (Retention)

Customer Success (Retention) Everlab is pioneering the next era of healthcare: proactive, personalised, and, most importantly, accessible to all. Apply to Everlab We usually respond within three days About the role: As a Customer Success Specialist, you'll own the member retention experience end-to-end — ensuring our existing members continue their preventative health journey with EverLab year after year. You'll be the dedicated person managing the retention pipeline, conducting personalised member check-in calls, and guiding members through their options based on where they are in their health journey. This is not a sales role and it's not a support role. It's a relationship-driven, operationally rigorous position where you'll manage a pipeline of members approaching retention across multiple touchpoints — often over days or weeks. You'll be the voice our members hear when it matters most: when they're deciding whether to keep investing in their health. This is a full-time role, with 1–2 days per week in-office for team members located near our Melbourne or Sydney offices (Melbourne preferred). For those based elsewhere in Australia, the role may be fully remote. It's ideal for someone who thrives in a fast-paced, high-growth environment, is naturally empathetic and consultative, and is excited to help build a new function from the ground up. Responsibilities and scope: Retention pipeline ownership: Own the full retention pipeline across member cohorts — from initial automated outreach through to retention close. Conduct personalised member check-in calls: gather feedback, address concerns, present renewal options, and guide members through their decision. Manage complex, multi-touchpoint retention journeys for members who need time — outstanding tests, partner discussions, doctor consultations, or life circumstances to navigate. Proactively follow up with members who don't engage through automated journeys, ensuring no member drops out of the funnel passively. Operational coordination & systems: Maintain and update member records across multiple systems Track and report on retention metrics by cohort — retention rate, revenue retained, tier mix, and churn reasons. Coordinate with other internal teams on members needing assistance Member insights & feedback: Surface member feedback themes to product, clinical, and leadership teams. You'll be closer to our existing members than almost anyone in the company — we'll rely on you to tell us what's working and what's not. What we are looking for: A clear, confident, and charismatic communicator — especially on the phone. Trustworthy, thorough, and known as a safe pair of hands. Naturally empathetic and relationship-driven — you build trust quickly and communicate with care, not a script. High attention to detail — you can manage a pipeline of 50+ members in various stages of retention simultaneously without dropping the ball. Proactive and solutions-focused — you follow up before you're asked and spot opportunities to improve. Humble and helpful — you're happy doing whatever is needed to support the team. Curious and eager to grow — you learn fast, love feedback, and ask good questions. Low ego, high ownership — you make things work and leave things better than you found them. Nice to haves: 2–3 years experience in customer success, account management, or retention. Experience in health, wellness, or a subscription/membership business. Familiarity with tools like HubSpot, Stripe, Zendesk, Notion, and Aircall. Previous experience in a startup or high-growth environment. Interest in preventative health or the longevity space. Working at Everlab: Do work that matters: We’re building the future of preventive health. Use your skills to prevent disease, improve access to personalised care, and reduce pressure on the health system. Work-life flexibility: Hybrid working with 2 to 3 days in the office, plus flexibility to manage life beyond the 9 to 5 when it matters. Experience Everlab as a customer: Full access to the Everlab health program, provided after successfully passing probation. People you’ll love working with: A welcoming, mission-driven team of smart, thoughtful people doing meaningful work. Department Operations Locations Melbourne, Sydney Remote status Hybrid Employment type Full-time About Everlab Everlab is building the health platform of the future. We exist to deliver personalised, preventative healthcare at scale, using advanced diagnostics, AI, and real clinicians to help people live longer, healthier lives. Today, we offer Australia's most comprehensive health assessment: 100+ biomarkers tested across bloods, imaging, and physical diagnostics, reviewed by a dedicated longevity doctor, with personalised protocols to act on the findings. We re-test every 6 months. We are not a 12-week programme. We are your health partner for life. We are a medical company that owns the infrastructure: the technology, the clinics, the clinical frameworks, and the patient experience end to end. Our AI copilot augments 180+ clinicians. Our platform coordinates 33+ diagnostic services, 1,850 partner providers, and 30+ wearable integrations. Real doctors today. AI doctors tomorrow. Same clinical frameworks. Our founding team includes serial entrepreneurs with $500m+ in exits and a Chief Medical Officer who left surgical training to build what he believes healthcare should be. We are hiring people who want to do the most important work of their careers. The problems are hard. The pace is fast. The mission is real: deliver as much health, for as many people as possible, at the lowest cost. If that excites you, we would love to hear from you. Our team works in a hybrid model, with three days per week in the office.