Customer Success (Sales/Support)

About Everlab
Everlab is an Australian Healthtech startup that is building the platform to look after people’s health for their entire lives. It’s not just an app; it’s the infrastructure to connect every available healthcare service to give you comprehensive data on your health to provide personalised care.We use cutting-edge medical research and technology to design and coach our members through personalised risk-management and health-optimisation protocols over months and years to measurably improve lives.
In June we announced our $65m Series A round after had a 23x increase in revenue in the past 12 months and have reached 100 Employees with a lot more growth to come. We are solving high-impact problems in healthcare that have never been tackled before. This mission needs to excite you, because it won’t be easy. If you’re looking for a team where you will get to work with, and learn from exceptional people working hard on problems they deeply care about - Everlab might be for you.
About the Role
Location: Hybrid - Melbourne or Sydney, with three days per week in the office. Melbourne preferred.
This is a unique opportunity to join Everlab as a Customer Success representative—a high-trust, high-impact role designed for someone who wants to learn fast and do real work that matters.You’ll play a pivotal hybrid role at the intersection of sales, customer experience, and member support. If you're looking to dive into a high-growth health tech startup, gain exposure across functions, and play a key role in our member onboarding experience—this might be for you.We’re looking for someone who is an excellent communicator, operationally sound, and ready to do whatever it takes to move things forward.
What You’ll Do
Member Conversion & Onboarding
Own the member experience immediately following their onboarding consultation, ensuring they feel confident, informed, and supportedAssist with questions around payment, appointment logistics, and next steps—removing friction wherever possibleGuide members toward full membership with warmth and clarity, striking the right balance between helpful and persuasiveLiaise cross-functionally with Sales, Clinical, and Operations teams to ensure continuity and clarity at every touchpointProactively identify and resolve blockers in the conversion journey, surfacing patterns and suggestions to the broader team
Lead Nurture & Pre-Consult Support
Provide responsive, empathetic support to warm leads who have paid a deposit but not yet booked their onboarding consultFollow up via HubSpot, Sinch, and Front to assist with bookings, answer early-stage questions, and ensure no one falls through the cracksHelp prospective members understand what to expect, guiding them from interest to action with gentle, well-timed nudgesSupport broader nurture workflows by qualifying inbound interest, reinforcing value, and connecting leads with the right next step
Operational Coordination & Customer Support
Use and maintain internal systems (HubSpot, Notion, Airtable, Stripe, Google Sheets, etc.) to track customer activity and deliver seamless supportContribute to designing and refining scalable rev-ops processes that enhance both member experience and internal efficiencyCoordinate with external vendors (e.g. pathology, logistics) when needed to solve problems or clarify next stepsMonitor key conversion metrics and help translate operational data into insights that improve team performance

Who You Are
A safe pair of hands—reliable, thorough, and trusted to get things done right.A natural on the phone—clear, confident and charismatic.You’re naturally empathetic and trustworthy, communicating clearly, calmly, and with integrity, building genuine relationships effortlessly.You have great attention to detail—notices typos, checks twice, and catches the little things.You show initiative—you find problems before others see them and take action.You're humble and helpful—happy doing whatever is needed to support the team.You’re super keen to learn—curious, fast-learning, and love feedback.You’ll make life easier, not harder—the kind of teammate people thank quietly because things “just work”.Bonus if you have sales or customer support experience and have used tools like HubSpot, Notion, Aircall, Airtable, Customer.io or similar platforms.
Startup experience is preferred but not mandatory. Interest in the longevity space is a bonus too.