Customer Success Manager

3 weeks ago

Sydney, Australia Matrix Education Full time

Matrix Education is now hiring a Customer Success Manager to join us at our Sydney CBD head office.

Matrix Education is Australia’s fastest growing educator. We have a new opportunity for a Customer Success Manager to join our expanding Growth Team.

Reporting to the Head of Growth and working closely with the Marketing and Service teams, you will play a pivotal role in shaping the educational journey of online learners on our online product, Matrix on Demand (MoD).

This is an opportunity for an experienced customer account manager to step up towards taking ownership of the customer success journey of an online educational product and play an active role in enhancing user adoption and driving customer satisfaction.

What you’ll do…

  • Taking ownership of the end-to-end customer journey for MoD users, from initial onboarding to ongoing support and engagement,
  • Developing and documenting standardised processes and systems for customer onboarding, support, and success, ensuring consistency and scalability as the MoD user base grows,
  • Developing strategies to increase user adoption by understanding customer needs, providing personalised guidance, and promoting the value proposition of the product,
  • Proactively engaging with MoD users to gather feedback, address concerns, and resolve issues promptly, striving to exceed customer expectations and enhance overall satisfaction,
  • Analysing user behaviour through data, identification of trends, and uncovering insights that inform decision-making and drive targeted customer success initiatives,
  • Implementing retention strategies aimed at reducing churn rates among MoD customers, such as targeted outreach campaigns, proactive account management, and personalised retention offers,
  • Collaborating with sales and marketing teams to identify upsell opportunities within the MoD user base, leveraging a deep understanding of customer needs and usage patterns.

What you’ll need…

  • 3+ years of customer service experience, with at least one years’ experience in account management or customer success,
  • Problem solving mindset with the ability to break down challenges into actionable parts,
  • Excellent interpersonal skills, empathy and patience,
  • Desire to deeply understand problems before jumping into solution mode,
  • Detail-oriented and strives for a high degree of precision,
  • Self-starter with ability to thrive under pressure in a fast paced environment,
  • A mindset of continual improvement and development,
  • Experience in the education industry is desirable, but not necessary.

A few of our perks…

  • Head office located in the heart of the Sydney CBD,
  • Work with a motivated and talented team,
  • Modern, open-office environment,
  • Competitive remuneration rates,
  • Team outings and social events.

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