(AU) Membership Success Coordinator (Account Manager)

Membership Success Coordinator (Account Manager)

Are you a caring, detail driven account manager who loves helping clients win, keeps promises, and runs a clean CRM? Do you enjoy simplifying next steps, building real relationships, and keeping renewals predictable? If that sounds like you, read every word.

The Association of Professional Builders helps residential builders grow stronger businesses. We are hiring a Membership Success Coordinator (Account Manager) to own outcomes for a portfolio of members from onboarding through renewal. You will guide new members to value fast, maintain engagement with calm consistency, resolve issues quickly, and make renewals smooth and on time.

What you will love about this opportunity

• Be the primary face of APB for your portfolio and build long term relationships that matter.
• Clear onboarding milestones, simple success plans, and clean handoffs to the right APB experts.
• Work from home with strong processes, helpful tooling, and an organised, values based team.
• Straightforward variable pay with a simple points system tied to renewals and value adds.

We are looking for someone who

• Shows high emotional intelligence and authentic presence in every interaction.
• Is proactive, organised, and takes extreme ownership of member outcomes.
• Teaches with patience, explains clearly, and checks for understanding.
• Keeps immaculate CRM notes, tasks, and fields, and responds fast.
• Makes data informed decisions using renewal, engagement, and NPS trends.

Your core responsibilities

• Onboarding and training: Welcome new members, set timelines and milestones, document success plans, and train on pathways, tools, and next steps to get results fast.
• Engagement and success: Proactively check in with every assigned member every 8 to 12 weeks, remove friction, share relevant resources, and keep an actioned inbox.
• Renewals and retention: Maintain a clean renewal pipeline with dates, risk levels, and next steps. Re engage ahead of renewal and coordinate save plans where needed. Process renewals on time with accurate documentation.
• Upsell awareness and handoffs: Spot appropriate opportunities like Retreats, Summits, Builders Profit Accelerator, and Business Coaching, then create clean handoffs to sales or coaching with full context.
• Data, systems, and reporting: Keep CRM fields complete the same business day, maintain dashboards, and report weekly on portfolio health, wins, and risks. Attend huddles prepared with updates and priorities.

Success looks like in your first 90 days

• Portfolio mapped with health scores, renewal dates, and risk flags.
• New members onboarded on time with clear success plans.
• Clean notes and tasks for every touchpoint.
• Renewal forecast accuracy within the agreed tolerance.
• NPS collection running with closed loop on feedback.
• A clear cadence of check ins and value shares installed.

Must haves

• 3 plus years in account management or customer success for programs or services.
• Excellent written and verbal communication, professional empathy, and strong follow through.
• Exceptional detailed note taking in a CRM environment.
• Strong planning, prioritisation, and time management.
• Home office setup with reliable device and secure high speed internet.
• Exposure to residential construction is preferred, but not essential.

KPIs you will own

• Renewals and retention: Renewal rate targets by level, forecast accuracy within tolerance, overall retention and lifetime value.
• Portfolio and engagement: Manage 360 members, onboard a minimum of 10 new members per month, proactive outreach cadence met for 100 percent of portfolio every 8 to 12 weeks, response SLA within 1 working day.
• Quality and voice of member: NPS target with closed loop on detractors within 5 working days, CRM hygiene, percentage of members upsold to additional services, neat and actioned inbox.

Working hours

Monday to Friday, 8am to 5pm.

Earnings and simple points structure

We hire across three bands. Variable pay is retention focused and auditable.

• Junior Success Coordinator Base $75,000. Point value $150. Target OTE $100,000 to $110,000. Renewal rate target 66 percent. Portfolio about 250 members.
• Success Coordinator Base $80,000. Point value $150. Target OTE $115,000 to $125,000. Renewal rate target 66 percent. Portfolio about 360 members.
• Senior Success Coordinator Base $85,000. Point value $150. Target OTE $130,000 to $140,000. Renewal rate target 66 percent. Portfolio 400 to 450 members.

Our mindset and deal breakers

Service over pressure, long term relationships over quick wins, process first with clean systems, and respect for builders' time and context. Poor CRM hygiene, slow responses, excuse making, pushy behaviour, or low energy in member interactions will not fit this role.

How to apply

1. Record a short video, 90 seconds max. Introduce yourself and share your location plus your last 3 to 5 years in account management or customer success, and highlight two renewal or save wins you are proud of.
2. Email your video, CV, and a short cover letter to resumes@apbbuilders.com with the subject line Membership Success Coordinator Application.
3. Research APB so you understand who we help, how we help, and what makes us different.

Only shortlisted candidates will be contacted.