Customer Success Manager

3 weeks ago

Sydney, New South Wales, Australia Education Perfect Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team in Sydney. As a key member of our customer success team, you will be responsible for driving product adoption and usage among our purchasing schools, managing relationships, and ensuring our clients maximize the value of their subscriptions.

Key Responsibilities
  • Drive product adoption and usage across a portfolio of purchasing schools
  • Actively manage school relationships to maximize the lifetime value of assigned accounts, ensuring client success and revenue growth
  • Renewal management of owned accounts, including identifying risks, invoice and subscription management
  • Identify upsell opportunities and work closely with our Sales Operations team
  • Manage invoices and subscriptions, ensuring unpaid invoices are addressed
  • Drive your portfolio of schools to complete EP's Best Practice Course and increase webinar attendance
  • Regularly connect with teachers and key decision-makers, developing positive relationships and providing proactive support and care to schools, key contacts, and heads of departments
  • Keep accurate records in our CRM system, maintaining up-to-date contact details and data hygiene for portfolio schools
  • Ensure all classes are successfully enrolled in a timely manner
  • Attend meetings and collaborate with various teams to stay informed on product developments
  • Support Education Perfect platform expansion by identifying opportunities and assisting BDMs
  • Use health metrics to identify at-risk schools and formulate intervention plans, including executive tasks relevant to churn mitigation and follow 'At Risk' mitigation steps
  • Understand the competitive landscape and communicate local requirements to Product & Content Teams
  • Develop and participate in networking opportunities to promote EP
About You
  • Proven experience in customer success or account management
  • Experience in the education technology sector (desirable)
  • Strong ability to manage relationships and drive customer satisfaction
  • Excellent communication skills, both written and verbal
  • Experience in managing subscriptions and invoices
  • Ability to identify and mitigate client risks
  • Strong organizational skills and attention to detail
  • Ability to work collaboratively with cross-functional teams
  • Experience with CRM systems and data hygiene
  • Proactive and results-driven with a focus on achieving targets
  • Knowledge of the education sector and competitive landscape (desirable)
  • Ability to develop and maintain positive relationships with key personnel
  • Willingness to participate in networking events and conferences
What We Offer
  • As our team is based globally, we offer both remote and flexible working arrangements
  • For our remote workers, a communication allowance towards your monthly internet or phone charges and $1000 towards setting up your home office
  • Three extra days of annual leave during our end of year shut down period, parental leave top-ups, and a community service day
  • Wellness allowance to use on anything to support your mental and physical wellness
  • EAP with unlimited sessions
  • Employee Equity Bonus Plan
  • Employee referral program - $2000 when you refer a new team member
  • Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EP's Learning Hub
  • EP support groups - Mana Wahine, DEI, Environmental Impact, and Wellness Committees
  • The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community

We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.

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