Customer Success Specialist (Retention) at Mable

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We’re driven by helping customers attain better outcomes This position is part of the Mable team.  About Mable Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.  With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.  By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors. To find out more, visit [Upgrade to PRO to see link] About the role Are you a people person who loves connecting, influencing, and driving results? You'll work in our Customer Success team with a focus on retention of existing customers. You’ll speak with customers daily and help drive early customer engagement and service utilisation, whilst maximising long-term customer loyalty through proactive relationship building and solution focused support. This is a unique opportunity to make a meaningful difference in people’s lives while contributing to the growth of a fast paced organisation focused on transforming the aged care and disability support sectors.   Day to day will see you: • Support customers through their first 90 days to drive onboarding, engagement, and retention. • Make proactive outbound calls to help customers find and maintain the right support worker relationships. • Reduce churn through timely follow-up, problem solving, and ongoing customer support. • Increase platform usage by helping customers access services aligned to their goals and care needs. • Build trusted customer relationships through empathetic, solutions-focused communication. • Maintain accurate customer profiles and activity within CRM systems. • Understand customer needs and recommend suitable Mable and Attain services. • Manage customer interactions and follow-ups to maximise engagement and retention outcomes. • Achieve KPIs across customer activation, engagement, retention, and loyalty. • Collaborate with internal teams and support broader operational tasks as required. About you: • 1-2+ years experience in phone-based sales or customer-facing roles, ideally in a fast-paced B2C environment. • Strong communication skills with the ability to build rapport and explain things clearly. • Confident in having consultative conversations and working towards sales or engagement targets. • Ability to build trusted customer relationships through responsiveness and great service. • Self-motivated, proactive, and comfortable working both independently and in a team. • Comfortable using CRM systems, Google Workspace, and online platforms. • Able to adapt quickly and thrive in a fast-moving, changing environment. • This is a hybrid role based in Sydney (2 days in the CBD office and 3 days WFH) Why you'll love this role: • Be part of an innovative technology company that’s redefining the healthcare sector. • Combine your customer service, sales and people skills to make a real difference. • A supportive team, clear targets, and opportunities to grow your career. • Help people live independently while you grow your skills and make an impact every day. • A competitive Sales Performance Incentive in place. We’re powered by purpose  We’re Switched On 💡 We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.  We’re Bold 📣 We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.  We’re One 🤝 We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking. We’re Impactful 🌟 We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives. Values we share as part of Attain Healthtech Break New Ground 🧨 We simplify care with creativity and bold ideas. Make It Matter💟 We put people at the centre and create impact that improves lives. Own The Outcome🥇 We aim high, deliver excellence and drive results that last. Our benefits Power your career ⚡️ Learn from industry experts, experienced leaders, and on-the-job opportunities.  Access parental leave 👶 Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.   Work with flexibility 🏠 We’re a hybrid workplace, balancing time in the office with remote work. Flexi Leave Days 🌴 Get one extra paid leave day per quarter for what makes you happy. Take a floating public holiday 🫶🏾 Acknowledge a significant day your way with family and friends.  Be rewarded 🏆 Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. We are one As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!