Customer Success Manager

Are you passionate about education? Do you want to be a part of the growing movement to improve literacy outcomes for children? Little Learners Love Literacy is seeking a skilled and experienced Customer Success Manager to join their growing team and provide unrivalled support to their customers. The LLLL mission is to teach ALL children to read, write and spell with confidence, and the LLLL ambition is to give schools a supportive and seamless journey to get there.

About the opportunity

The Customer Success Manager is responsible for maximising engagement with and sales of LLLL's portfolio, which includes printed resources, professional learning services and digital subscriptions. The Customer Success Manager proactively guides schools through onboarding, implementation, and renewal cycles — leveraging data insights and feedback loops to ensure satisfaction and measurable impact. With a deep understanding of the education landscape and our program they champion customer outcomes while identifying growth opportunities that align with the goals of our organisation. This role demands a strategic and empathetic thinker with a passion for (and understanding of) education, as well as a love for building strong, lasting relationships. You will work closely with teachers, school administrators, and the LLLL team to ensure a superior customer experience. The role is desk-based, with some travel within Victoria and interstate for key events or meetings, as required.

Responsibilities include:

● Oversee the entire sales process, meeting a range of agreed financial and engagement KPIs—Optimising CRM set-up and processes. Provide feedback, identify process gaps, and initiate change to the benefit of both the customer and the company.

● Meet sales targets, delivering sales growth. Generate sales leads, increase market penetration, and add value through cross-selling/up-selling.

● Meet / exceed customer care KPIs: Use collaborative and leadership qualities to create an exceptional customer experience through customer care and account management.

● Build trusted relationships with educators and school leaders to drive product adoption and long-term engagement.

● Guide customers through onboarding, implementation, and renewal cycles with proactive communication and tailored support

● Collaborate cross-functionally with Professional Learning, Product, Operations and Marketing to ensure seamless customer experiences

● Monitor usage data, feedback, and engagement metrics to identify risks, opportunities, and intervention points. Champion educator success stories and case studies to amplify impact and drive community engagement

● Capture and relay customer insights to inform product development, marketing messaging, and strategic planning

● Support lifecycle campaigns and retention initiatives, contributing to revenue growth and customer satisfaction targets

● Market analysis: Identify market, promotional, and pricing opportunities. Prepare comprehensive reports, both written and verbal, to provide insights and feedback on market opportunities and new business opportunities.

● Effectively communicate how LLLL resources and services add value to support schools. Demonstrate our products with teachers in schools, online and at conferences.

What we're looking for:

We are looking for a confident and focused sales & marketing professional ready to exceed expectations with:

● Proven experience in sales with a proactive approach to identifying sales opportunities.

● Proficient in using technology tools and platforms, including HubSpot (or similar).

● Experience in the education industry (desirable)

● Strong communication skills - written and verbal

● Empathy and the ability to nurture strong relationships with customers and across a tight cross functional team

● Passion for education and a commitment to supporting schools

● Reliable and authentic team player

● Highly organised and able to manage multiple priorities simultaneously.

● Strong analytical thinking and problem-solving abilities.

● A strategic mindset - able to think about the bigger picture, as well as the details

Our organisation

Little Learners Love Literacy is an established and growing education publishing company based in Surrey Hills, VIC. Our mission is to provide teachers and parents with the tools they need to teach children to read, write and spell with confidence. We work hard to support our customers and the broader education community to improve literacy outcomes, operating across Australia, New Zealand and North America. We have a supportive and inclusive team culture where you will have the freedom to be creative and to make a real difference.

Benefits we offer:

● A supportive working environment, offering flexible work arrangements and hours

● Bright, modern working space with onsite parking

● Ongoing professional development and growth opportunities

● Competitive salary + performance-related bonus.

● Work with a friendly, motivated team who uphold high standards and for a business that is 100% focused on education outcomes.

This job is advertised as a full-time role; however, applications for part-time hours are welcome. Our ideal candidate would be able to commit to a 9-day fortnight or 4 days per week, with an office or hybrid office/home working arrangement. Please indicate any requirements or requests in your cover letter.

If we sound like a good match for you, or maybe for a friend, we'd love to receive an application. Please apply today or contact us with any questions.