Customer Success ger

We are an early-stage, venture-backed edtech startup dedicated to giving every child an extraordinary start to life. We are building a new category: an AI-first child development platform. Our journey began by tackling one of early childhood education's toughest challenges: documentation (formerly known as LoveHeart AI). Educators told us that paperwork was stealing time from what matters most: inspiring young minds and nurturing learning. With Mana, 93% of teachers have reported they can now create better outcomes for children. At Mana, technology is never about replacing educators. It is about freeing their energy so they can focus on children's growth and joy.

We are looking for a Customer Success Manager who is passionate about early childhood education and ready to step into the world of technology. You will be the bridge between our customers (educators, centre leaders and families) and the Mana platform.

Your mission is to ensure our customers feel confident, supported and inspired using Mana. You will be a quality partner for many of our key customers, supporting them to design and execute their quality education strategy by ensuring that centres not only adopt Mana but continue to thrive with us year after year. We want you to help centres to raise their quality rating using Mana against national quality frameworks such as the NQF in Australia.

In this role, you will:

• Build trusted relationships with centre educators and leaders, operations managers and executive teams
• Facilitate onboarding, training and adoption of Mana across early learning centres
• Champion quality education by supporting centres to embed Mana into their daily practice. This means helping educators move beyond compliance to intentional, impactful teaching, giving them more time and headspace for meaningful interactions with children
• Guide customers in applying Mana's guardrails for the safe and responsible adoption of AI in ECE, positioning Mana as a trusted aide to educators and teachers
• Troubleshoot customer issues with empathy, urgency and attention to detail
• Own customer retention by ensuring centres see ongoing value, renew successfully, and expand their use of Mana
• Travel regularly to centres across Victoria (and occasionally interstate) to champion customer success
• Regularly share insights with our product and research teams so Mana continues to evolve with educator needs

Your impact will be measured through:

• Customer retention rate by keeping centres engaged and renewing year after year
• Adoption metrics by driving active usage and embedding Mana in daily practice
• Customer satisfaction and NPS by delivering "wow" experiences educators rave about
• Centre outcomes by supporting centres to raise their quality rating using Mana against national quality frameworks such as the NQF in Australia

We want someone who has walked in our customers' shoes:

• Background in early childhood education with 3–5 years' experience as an educator or teacher in early learning (required)
• People-first mindset: ability to build trust, listen deeply and support others to succeed
• Comfort with technology: you do not need to be a tech expert, but you are eager to learn and confident using digital platforms
• Flexible and proactive: you thrive in dynamic environments, adapt quickly and are excited to be part of a growing startup
• Obsession with quality: you care about exceeding standards and helping centre teams reach their potential
• Availability: based in Melbourne, with up to 4 days per week in our office or travelling to be with customers (a valid driver's licence is required)

• The heart of a teacher/educator, combined with the curiosity to step into tech
• Strong organisational skills, able to juggle multiple priorities while staying reliable and calm
• A collaborative spirit: you love working with colleagues and customers toward shared goals
• Enthusiasm and positivity that light up every interaction
• Accountability for outcomes: you take pride in seeing customers succeed, stay, and grow with Mana

We know that for many of our best candidates, this role might represent a career change: from classroom to technology. At Mana, we are committed to making that transition a success.

Here's how we will support you:

• Structured onboarding and training to give you confidence in using Mana, managing projects and leading change with our customers
• Skill development in project management, communications, facilitation and customer success best practices
• Mentorship and coaching from experienced leaders in technology and education
• A culture of learning where curiosity and growth are valued and where mistakes are seen as opportunities to improve

What we ask from you in return is a can-do attitude. We are a startup, which means things move fast, challenges pop up and we all roll up our sleeves to make it work. If you bring positivity, adaptability and determination, we will help you build the skills to thrive in this role and beyond.

• Mission-driven work: be part of redefining what is possible in early childhood education
• Career growth: transition from classroom to customer-facing, opening pathways into leadership and technology
• Impact you can measure: retain and grow our customer community while watching educators' stress lift and children thrive
• Startup energy: join a small, passionate team where your ideas will shape the future

Please share your CV and Cover Letter as part of your application. Tell us why you want to join Mana and what unique qualities and skills you will bring to the role and the team

Note: The salary for this position may vary depending on factors such as job-related knowledge, skills and experience. Details will be provided if you progress through the application process.