Auctus Coaching
About The Role • We’re looking for an operational lead to run our day-to-day Customer Success and onboarding delivery. If you love structure, keeping projects on track, and coaching a small, dedicated team to hit their stride, this role is for you. • In this position, you will lead a team of three Customer Success professionals, ensuring every client transitions smoothly from a signed agreement through onboarding, setup, training, hypercare, and into business-as-usual support. Your main focus is keeping our operations running like clockwork—ensuring clear ownership, proactive communication, and steady momentum so nothing gets missed. • You will work closely with the Head of Operations to deliver against established frameworks while personally managing a small portfolio of high-value client relationships. What You’ll Do • 1. Drive the Customer Journey • Coordinate the end-to-end client lifecycle: sales-to-ops handover, discovery, environment configuration, data migration, UAT, training, hypercare, and ongoing support. • Ensure every active client has a defined owner, a clear next action, and realistic delivery timelines. • Deliver projects on time and within scope while maintaining a positive client experience. • 2. Lead & Coach the Team • Manage, coach, and guide a team of three CS specialists day-to-day. • Lead daily planning, workload allocation, and task prioritization to balance capacity. • Conduct regular 1:1s, performance conversations, and coaching sessions. • Maintain consistency and quality standards set by the Head of Operations. • 3. Manage High-Value Client Relationships • Serve as the main operational contact for a select group of key clients. • Lead regular governance meetings, business reviews, and operational check-ins. • Act as the first line of response for client escalations, bringing in the Head of Operations when necessary. • 4. Keep Operations Moving • Ensure our internal platform remains the single source of truth for all client data, tasks, meeting notes, and health tracking. • Identify process bottlenecks and introduce practical solutions to keep delivery flowing. • Maintain, run, and refine Power Automate workflows to cut down manual admin work. • 5. Reporting & Visibility • Maintain clear reporting on onboarding progress, team capacity, churn risks, and delivery KPIs. • Give the Head of Operations full visibility into blockers, escalations, and operational health. Who You Are • Essential Requirements • Experience: 4+ years leading or coordinating a small team across Customer Success, Account Management, or Operations. • Education: Bachelor’s degree in Business or a related field. • Leadership Style: Organised, supportive, and accountable. You know how to get the best out of a small remote team. • Relationship Management: Skilled at managing client expectations, navigating tough conversations, and keeping trust high. • Process Focus: Systems-oriented mindset with strong problem-solving skills and comfort using automation. • Communication: Clear, confident written and spoken English. • Remote Setup: Self-motivated and comfortable working independently during Australian business hours. • Nice-to-Haves • Hands-on experience building or maintaining Microsoft Power Automate workflows. • Background in SaaS, tech, mortgage broking, finance, or fintech . • Familiarity with Power BI for reporting. • Comfortable using modern AI tools (ChatGPT, Copilot, Claude) to boost daily productivity. • Direct experience in technical onboarding, project delivery, or system implementations. • Working with Us Schedule • Full-time equivalent contractor role aligned with Australian business hours (Day Shift). • Setup: Fully remote / work-from-home. • Engagement: Independent Contractor agreement with competitive pay. Additional perks and contract details will be discussed during the interview stage. • Ready to Apply? • If you're an organised team lead who thrives on clear processes and delivering great client outcomes, we’d love to hear from you. Submit your updated resume highlighting your team coordination and client management experience.
Auctus Coaching
