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Growing Customer Relationships
2 weeks ago
We are seeking a highly skilled individual to join our team in a Customer Success Manager role.
This is a 12-month fixed-term contract based in Melbourne, and we are looking for someone who can make a real impact every day.
Our team is passionate about building strong, lasting relationships with our customers. We drive success and retention by helping customers get the most from our solutions - ensuring they feel supported, informed, and equipped to grow.
Key Responsibilities:- Provide an exceptional post-sales experience that supports long-term customer satisfaction, product adoption, and partnership growth — all while reflecting our values and commitment to the early learning community.
- Help customers adopt and activate our product suite.
- Ensure your customer base receives timely and accurate responses when engaging with other departments (e.g., Support or Onboarding).
- Uncover opportunities and work collaboratively with existing business teams to execute upsell opportunities/strategy for accounts.
- Maintain regular customer contact (e.g., monthly meetings, quarterly business reviews) as needed within your portfolio, ensuring activity KPIs and SLAs are met.
- Ensure customers are up to date on product changes and developments that have been deployed, e.g., introduce to webinars, product release notes etc.
- Advocate customer needs/issues cross-departmentally.
- Operate as a liaison between management to share key customer feedback to improve overall customer experience.
- Lead issue resolution and escalation management - thinking on your feet to solve problems quickly and effectively, often under pressure.
- Ensure CRM records are accurate and up-to-date across customer comms, key account data, and engagement activities.
- This maternity leave contract is perfect for a motivated, proactive CSM who thrives on ownership, cares deeply about customer experience, and is confident working across a wide range of stakeholders – from centre directors to CEOs.
- Experience managing a high volume of accounts.
- 2+ years of experience in client-facing Sales / Customer Success / Account Management / Support roles & conflict resolution, ideally in a SaaS or technology business.
- High comfort level working with a range of stakeholders – from educators and administrators to centre owners and executives.
- Excellent written and verbal English skills.
- Exceptional relationship-building skills with a confident phone manner and active listening skills.
- Ability to communicate complex ideas in ways that are easy to understand.
- Empathetic, emotionally intelligent, and driven to provide outstanding customer experience.
- Strong understanding of direct debit and real-time payment solutions.
- Strong proficiency in CRM management and Microsoft suite.
- A passion for the Early Childhood Education sector, and truly making a difference in your work.
- Unparalleled opportunities to learn and accelerated career development.
- A collaborative, team environment with people who truly love what they do.
- 12 weeks gender-neutral paid parental leave for both primary and secondary carer.
- Unlimited access to LinkedIn Learning, 10% of your time devoted to growing you and your career, and further support to help you grow.
- Access to mental health support.
- Fully flexible work arrangements.
