Member Success Manager

The Mission

Kosme is building a premium weight loss and body transformation community, not just a treatment centre. We are shifting from service delivery to outcome delivery: helping real clients lose weight, build sustainable nutrition habits, and maintain results for the long term. This role is the engine of that shift.

This Role Is For You If...

• You have a genuine passion for weight loss, nutrition, and helping people hit their body transformation goals. Not as a job, but as a calling.
• You have built client programmes from scratch, not just maintained inherited ones.
• You are comfortable sitting with a client, diagnosing what is blocking their progress (whether diet, habits, mindset, or consistency), co-creating a plan, and holding them to it.
• You thrive without a playbook. You can operate in ambiguity, build structure where none exists, and keep moving.
• You want ownership. You will be driving this project end-to-end, not waiting to be told what to do.
• Community building excites you. You see the multiplier effect of members pushing each other through the hard parts of a weight loss journey.

This Role Is NOT For You If...

• You need detailed instructions and close supervision to get things done.
• You treat client check-ins as admin tasks rather than high-value accountability touchpoints.
• You are looking for a stable, routine role with clear job boundaries.
• You have no real background in or personal investment in weight loss, nutrition, or body transformation.
• You are motivated primarily by salary and not by the measurable results you drive for clients.

What You Will Own

Client Success

• Own the full client journey from onboarding to renewal: weight loss goals, progress tracking, accountability, and measurable outcomes.
• Conduct regular structured check-ins and spot early signs of plateau or disengagement before clients drop off.
• Design personalised weight management plans covering caloric targets, nutrition guidance, meal structuring, and sustainable habit formation.
• Work alongside our treatment team to ensure services are directly tied to each client's weight loss targets.

Programme Development

• Build and refine Kosme's structured weight loss programme from the ground up: protocols, milestones, progress frameworks, and client-facing materials.
• Design the member onboarding experience so new clients understand their transformation journey and commit to it from day one.
• Develop practical tools that help clients stay on track between appointments, including habit trackers, meal guides, and progress check-in templates.

Community and Engagement

• Lead Kosme's member community: Telegram group, events, workshops, and monthly touchpoints anchored around weight loss milestones.
• Create a culture where members hold each other accountable, share wins, and push through plateaus together.
• Identify members achieving strong results and cultivate referral relationships organically.

Retention and Growth

• Track member retention monthly, own the KPI and drive it.
• Feed insights back into the business on what is working, what is causing drop-off, and what clients need to sustain results long term.
• Partner with the Ops Director on day-to-day execution and with the Founder on strategic direction.

What Good Looks Like

• Members are hitting measurable weight loss and body composition targets within agreed timelines.
• Retention rate is trending up month on month.
• New members complete onboarding and are actively engaged within the first 30 days.
• The community is active, warm, and self-sustaining, with members motivating each other without constant prompting.
• You are bringing programme improvements and new ideas to the table unprompted.

What We Are Looking For

• 4 to 7 years in weight loss coaching, nutrition programme management, client success, or a closely related role.
• Background in weight management, sports nutrition, fitness coaching, or preventive health. Formal qualifications are a plus, but real-world client results matter more.
• Proven track record managing a client book and driving measurable weight loss or body transformation outcomes.
• Experience building or leading a community, whether online or offline, structured or grassroots.
• Strong communicator and relationship builder who keeps clients accountable, supported, and motivated even when progress is slow.
• Comfortable with data: you track what matters, spot trends, and act on them.
• Proficient with basic tools: CRM, messaging platforms, spreadsheets. We are not precious about which ones.

Compensation and Structure

• Base salary: $6,000 to $8,000/month depending on experience.
• Total package: Up to $15,000/month OTE including performance bonuses and KPI incentives (structure to be finalised with the successful candidate upon onboarding).
• Reporting line: Reports to the Director with guidance from the Founder; liaises with Ops Director on day-to-day operations.