Customer Success Manager

Help Australian schools change the game on student wellbeing — at scale.

We're now looking for a Customer Success Manager (Digital & Scaled) to own an portfolio of up to 300+ schools. This role is about breadth over depth: ensuring schools are supported and successful at scale by building digital CS programs, automation, and one-to-many engagement.

About Wellio

At Wellio, we help schools put wellbeing at the heart of learning. We believe deteriorating youth mental health is one of the most important problems in the world to tackle right now, and we're looking for people to join us on that journey.

Schools are stepping up to tackle this crisis head-on, putting wellbeing lessons into their timetables and making student mental health a priority. But here's the challenge: teachers trained in maths, English, and history (not wellbeing) often find themselves stretched outside of their comfort zone and their capacity. Meanwhile, schools are trying to hand-roll their own systems to triage students, spot who's struggling, and deliver tailored interventions. They're prioritising wellbeing but struggling to solve it with staff who are new to these problems and complex systems that each school has had to build from scratch.

To solve these problems, we're creating the world's first Wellbeing Management System (WMS): a platform that packages the world's best approaches to student wellbeing and makes them simple to teach, measure, and improve across the full spectrum of care. It shouldn't matter which school you attend - you should get access to the best tools and support to change outcomes.

Today, Wellio already powers programs in over 400 schools across 15 countries, and we're growing fast.

About the Role

Your mission: make sure hundreds of schools in your portfolio are engaged, supported, and renewing successfully – while building the systems and resources that make it possible to manage scale.

You'll still step in directly at critical moments (onboarding, renewals, escalations), but most of your impact comes from understanding customer needs deeply and leveraging programs and playbooks that serve many schools at once.

What You'll Do

• Design and lead scaled CS programs: onboarding journeys, renewal playbooks, automated campaigns.
• Deliver one-to-many engagements: webinars, office hours, group training.
• Use platform and Hubspot data to prioritise at-risk or high-potential schools, focusing direct time where it matters most.
• Manage renewals and expansion through repeatable, standardised processes.
• Create resources (guides, videos, templates) to enable schools to self-serve and stay engaged without constant 1:1 support.
  
• Identify patterns and trends across the portfolio, and feed insights back to the rest of the Customer Success and Product teams to drive improvements for all schools.

About You

• You care deeply about young people's wellbeing and the impact it has on their education and future.
  
• You're an operational thinker — you love designing systems, processes, and playbooks that make Customer Success more efficient.
  
• You're skilled at one-to-many communication: running webinars, producing guides, and creating scalable content.
  
• You bring 1–3 years of SaaS Customer Success (or related) experience, ideally with exposure to automation, digital CS, or program-building.
  
• You're highly data-driven — comfortable using metrics to prioritise, segment, and decide where to focus your energy in a large portfolio.
  
• You're proactive and resourceful — someone who will build systems rather than wait for them.
  
• You're organised and execution-focused, balancing breadth of coverage with the need to step in for critical moments.
  
• Bonus: You have CS Ops or technical experience (Hubspot workflows, CS platforms, or automation tools).

Don't worry if you don't tick every box – we're more interested in people with passion and potential than perfect CVs.

Why you should work here

• Mission-driven work. We wake up and work on a globally meaningful problem.
• Small, exceptional team. We believe small is better than big. Staying lean means we can prioritise simplicity and speed, stay out of internal meetings all day, and deliver outcomes we're proud of.
• Transparency. We share everything internally because high trust breeds great culture, and knowing the business means better decisions.
• Independent and profitable. We're privately held and profitable. We answer only to ourselves and our customers - no investor demands or constant strategy shifts.
• We don't take ourselves too seriously. We believe doing great work and holding high standards is easier when you don't take things too seriously. Expect laughter and a healthy dose of weird.
• Remote-friendly but culture focused. Our team spans the globe, but has bases in London, Sydney, and Melbourne. We invest in flying our team together for two meetups a year.

If you're excited about helping schools transform wellbeing education, we'd love to hear from you. Please submit your CV and a cover letter that links your skills, passions and experience to the role.

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