Customer Success Associate

About Keepme.ai

Keepme is the leading AI-powered sales and retention platform for the global fitness industry. Founded in 2019, we help fitness operators drive predictable revenue growth by transforming how they acquire, engage, and retain members. Our flagship product, Keepme Antares, deploys intelligent AI Sales Agents across every communication channel – web chat, email, voice, WhatsApp, SMS, and social media – enabling fitness clubs to capture and convert leads 24/7, in any language.

We’re a fast-growing, globally distributed SaaS company that blends deep fitness industry expertise with cutting-edge AI technology. Joining Keepme means working at the intersection of artificial intelligence and real-world business impact, in a team that values innovation, customer obsession, and continuous learning.

The Opportunity

We’re looking for a motivated, technically curious, and customer-focused Customer Success Associate to join our growing team in Australia. This is an entry-level role ideal for someone with early SaaS experience who is passionate about AI technology and delivering outstanding customer outcomes. You’ll work hands-on with fitness operators of all sizes – from boutique studios to national leisure trusts – helping them unlock the full value of the Keepme platform and hit their membership growth targets.

Key ResponsibilitiesCustomer Relationship Management

• Serve as a trusted point of contact for a portfolio of Keepme customers, building strong relationships through proactive, regular engagement.
• Respond to customer enquiries via email, chat, and video calls in a timely, professional, and empathetic manner.
• Proactively reach out to customers who may need additional support, guidance, or encouragement to deepen their platform usage.
• Monitor customer health metrics (product adoption, engagement scores, NPS) and flag at-risk accounts early, with a clear action plan.
• Maintain detailed, accurate records of all customer interactions, issues, and resolutions in our CRM and customer success tools.

Onboarding & Product Expertise

• Support the end-to-end onboarding of new customers: platform setup, AI agent configuration, CRM integrations, and first-value milestones.
• Develop deep, expert-level knowledge of the Keepme platform – including Antares AI Sales Agents, automations, campaigns, and analytics dashboards.
• Conduct live training sessions, product walkthroughs, and webinars that help customers optimise their use of Keepme.
• Stay current with every product update, new feature release, and industry best practice so you can advise customers with confidence.

Technical Support & Troubleshooting

• Troubleshoot technical issues and provide clear, step-by-step solutions to customers, translating complex platform concepts into simple language.
• Guide customers through product features, integrations, and configuration options to resolve issues independently wherever possible.
• Escalate complex technical problems to Engineering with thorough documentation, ensuring a smooth handoff and fast resolution.

Customer Growth & Advocacy

• Identify opportunities to help customers expand their use of Keepme – whether that’s activating new channels, adding locations, or adopting advanced features.
• Collect, document, and champion customer feedback internally to help shape the product roadmap and improve the overall customer experience.
• Track and report on key Customer Success KPIs: retention, expansion, NPS, time-to-value, and customer satisfaction scores.

Content, Collaboration & Process Improvement

• Create and maintain customer-facing resources including onboarding guides, help documentation, FAQs, knowledge base articles, and video tutorials.
• Work closely with Sales, Product, Marketing, and Engineering teams to ensure a seamless customer journey from prospect to long-term advocate.
• Contribute to the continuous improvement of Customer Success processes, playbooks, and automation initiatives as the team scales.
• Participate in team meetings, retrospectives, and customer success strategy sessions, bringing ideas and energy to the table.

What We’re Looking ForEssential Requirements

• SaaS experience: Minimum 6–12 months of experience working with or within a SaaS product – whether in customer success, support, onboarding, account management, or a similar customer-facing role. You understand the SaaS business model, subscription metrics, and what it takes to drive product adoption.
• Education: A completed bachelor’s degree (or equivalent experience) in business, communications, marketing, sport/fitness management, IT, or a related field.
• Tech-savvy & AI-curious: Genuine enthusiasm for technology and AI. You follow industry trends, love learning new tools, and get excited about how AI is transforming the way businesses operate.
• Communication: Excellent written and verbal communication skills with a natural ability to explain complex, technical concepts in clear, simple language.
• Organisation: Strong organisational skills and the ability to manage multiple customer accounts, priorities, and deadlines simultaneously without dropping the ball.
• Problem-solver: A proactive, solutions-oriented mindset – you anticipate customer needs, think on your feet, and take ownership of issues through to resolution.
• Emotional intelligence: The ability to build genuine rapport with diverse stakeholders, from gym floor managers and sales teams to C-suite executives.
• Self-starter: Comfortable working in a fast-paced, remote-first startup environment with a high degree of autonomy, initiative, and accountability.

Desirable (Nice to Have)

• Experience in or passion for the fitness, health, leisure, or wellness industry.
• Familiarity with CRM platforms (e.g., HubSpot, Salesforce) or customer success tools (e.g., Gainsight, ChurnZero).
• Experience creating customer-facing content such as help articles, video tutorials, or training materials.
• Exposure to data analysis or comfort interpreting dashboards, reports, and customer health data.
• Experience with AI-powered tools or conversational AI platforms.

How to Apply

If you’re excited about AI, passionate about helping customers succeed, and ready to grow your career with one of the most innovative companies in fitness technology – we’d love to hear from you.

Please submit your CV