Customer Success Manager

VERVE is expanding!

We're hiring our first Customer Success Manager — the person who makes sure the customers we've already won never feel forgotten.

VERVE Fitness is a fast-growing Australian commercial gym equipment manufacturer, with a modern office selling real products with quality you can stand proud of.

Most gym equipment companies sell you a fitout and disappear. We want to be the opposite, and this is the job that makes that true. You'll own our most important customers: calling them on a rhythm rather than when something goes wrong, finding problems before they turn into complaints.

We don't compromise on our products, our service, or the people we hire. If that's how you look after customers too, we want to hear from you.

About You:

• 2+ years in account management, customer success, or a service role where you owned the relationship

• You're comfortable on the phone all day, and you'd rather call someone than email them

• You can ask for a review, a referral or a testimonial without it feeling awkward — and you do it as a habit

• Calm with frustrated people. You don't get defensive, and you don't reach for a discount to make a problem go away

• Organised enough to keep a few hundred customers on a genuine rhythm without anyone chasing you

• You've worked somewhere your numbers were visibly to everyone, and you liked it

• A can-do attitude, hardworking approach, and the ability to make things happen on your own initiative

• Confident with CRM tools (HubSpot and NetSuite an advantage) and the standard office software stack

• Sense of humour

What is VERVE?

verve

\ ˈvərv \

noun

1. great energy and enthusiasm, especially in performance

2. vigour, vitality and liveliness

3. special ability or talent

Sometimes we are taught to seek out compromise. Not us. We don't want you to compromise your health, your performance or your training. We hope you will uncompromisingly push to be your best.

Role Responsibility

• Build and own the list of our most important facilities, and speak to every one of them on a set rhythm

• Call every commercial customer after delivery — a few days in, a fortnight in, and a couple of months in — so problems get found before the customer has to raise them

• Earn us 5-star reviews on Google, ProductReview and Trustpilot, and grow the number of them

• Ask for referrals, reviews and testimonials at every good moment, and follow them through

• Win back customers who stopped buying, on service and attention rather than discounts

• Get out to sites, capture the fitouts on video, and hand our marketing team real customer stories

• Feed what customers tell you back into the business, so the same problems stop happening

• Work with our sales team on handovers, and with customer service on anything at risk

How you'll be measured

You'll have a scoreboard from week one, and none of the numbers on it are typed in by you — they're pulled straight from our systems. Reviews earned and what our rating is doing. How much of your customer list you've actually spoken to. Problems you caught before they became complaints. And the customers who came back because of you.

What this isn't

It isn't inbound customer service. We have a team for that, and you'll work with them, but firefighting is not your job and we'll protect you from being dragged into it. It also isn't new business cold calling — your patch is the customers we've already earned.

Desired Experience:

• Three or more years in account management, customer success, inside sales or a commercial service role

• A track record you can point at: customers retained, customers won back, referrals or reviews generated

• Experience generating customer reviews or testimonials will be Highly Regarded

• A passion for health and fitness with an understanding of Gym and Fitness Equipment will be Highly Regarded

• Excellent written and verbal communication skills

• Excellent computer skills with MS office competency

• Experience using CRMs (Hubspot & NetSuite experience advantageous)

• Experience using AI (Claude, Chat GPT, Gemini)

• Full Australian work rights and a driver's licence, since you'll be visiting sites

• Enthusiasm, VERVE, and a commitment to giving their very best every day to serve our customers

We are offering a full time position with a competitive salary package including superannuation and a performance bonus — half tied to the reviews and customer outcomes you deliver, half to the customers you bring back.

This is an office-based position requiring attendance at our workplace facilities during business hours, with flexibility once you're established.

This is a rewarding opportunity for someone who takes pride in looking after people properly and wants to own the customer relationship end to end.

What we offer:

• Full-time position with a competitive salary package, superannuation, and a performance bonus

• A warm customer base from day one — no cold lists and no new-business targets

• A role with no incumbent and no template: you'll build it, and the scoreboard proves it worked

• Product training, so you actually know the gear you're supporting

• Ongoing training and coaching

• A modern CRM stack (HubSpot + NetSuite)

• Team incentives and recognition

• Staff discount on VERVE product

• Professional development support

Details:

• Office-based at our Upper Coomera office during business hours (flexibility once established)

• Monday to Friday, 8-hour shifts

• Some travel for site visits

• Australian work authorisation required

• Minimum 2 years account management, customer success or service experience (required)