Customer Success Officer - P$152,000/Month

Customer Success Officer — Remote - Australian AEST time

SDS Saunas is hiring a remote Customer Success Officer to own the customer experience after the sale is made. If you genuinely care about making people feel looked after, and you want to be paid for the results you create, this role is built for you.

About the Role
This is a remote, customer success-focused role. Once a sale is completed, whether it came through the website directly or via the sales team, this officer becomes the customer's main point of contact, introduced to them as part of the sales-to-support handover.

From there, the officer owns every inquiry relating to the product: delivery, installation, issues, questions, and maintenance. The aim is a white-glove experience, helping the customer get the best and most effective use out of their product, quickly and with minimal issues. The mission of the role is simple: make it a five-star experience, every time.

A core priority of this role is keeping the customer at the centre of a single, smooth line of contact, so there's no back-and-forth between sales, support, and the client. Any issue that arises after the sale is handled directly by this officer.

Key Responsibilities

• Be the customer's first point of contact after a completed sale, via the formal sales-to-support handover process.
• Own all post-sale inquiries: delivery, installation, product issues, general questions, and maintenance.
• Deliver a white-glove experience — proactive, responsive, and focused on the customer getting full, effective use of their product with minimal friction.

• Proactively reach out to clients to check they're happy with their product and request feedback on their experience.
• Collect five-star reviews across Google and Trustpilot, and product reviews, using incentives to encourage participation.
• Collect short video testimonials from happy (five-star) clients.
• Introduce SDS's customer referral program to clients, across its different reward levels.
• Act as the single owner of any post-sale issue, so it never has to bounce between the client, sales, and support.
• Liaise between Support, Sales Reps, Warehousing, and third-party logistics to resolve client requests and changes.
• Escalate warranty issues to Support, providing the additional technical information needed based on what the client has reported.

Pay & Progression

Base hourly rate, progressing through three tiers based on five-star reviews collected, time served, and a track record of minimal negative client experiences.

Tier Rate Promotion Milestone
Junior Customer Success Officer - $7.87 USD/hr Starting tier
Customer Success Officer - $9.30 USD/hr First 30 five-star reviews collected
Senior Customer Success Officer -$10.73 USD/hr 150 five-star reviews collected

Performance Incentives
On top of the base hourly rate, you earn a commission on every five-star review and every successful referral you generate:

Action Bonus
Five-star review collected $7.15 USD
Five-star review collected with images posted $10.73 USD
Short testimonial video collected from a five-star client $21.45 USD
Paid referral from a client $71.51 USD

Figures shown in USD at an approximate AUD → USD rate of 0.715 (rates fluctuate). Base pay is set in AUD; this posting shows the USD equivalent for candidates outside Australia.

Hours & Leave

• 37.5 hours per week, Monday to Friday.
• 30-minute meal break each day.
• 2 weeks paid annual leave, taken as the Christmas shutdown period.

What We're Looking For

• Top-level customer service ability — someone who makes people feel genuinely looked after.
• A personal, understanding temperament — this role is about real relationships with clients, not scripted transactions.
• Proactive and resourceful — comfortable owning a problem through to resolution without needing to hand it off.

How to Apply

Submit a short video (2–3 minutes) introducing yourself. In it, cover:
1. Who you are, and a quick introduction (Not Generic Create a unique video for Us)
2. Your direct customer success experience — specifically any experience delivering a white-glove, top-level client experience.
3. Your availability to start.