Customer Success Manager

About The Careers Department

The Careers Department is a rapidly expanding education technology company in Australia dedicated to helping students explore career options, develop employability skills, and engage with industry through interactive digital solutions. Our platform supports hundreds of Australian schools by offering career exploration tools, virtual work experiences, skills development, and data-driven insights to prepare youth for the future workforce. As a technology-centric company, we focus on creating scalable products that resolve real challenges nationwide.

Role Overview

We are seeking a driven Customer Success and Growth Manager who excels in forming meaningful client relationships, enhancing customer outcomes, and propelling business expansion. In this position, you will manage a portfolio of educational sector clients, supporting their platform adoption, increasing engagement, boosting retention, driving expanded usage, and fostering sustained value.

Key Responsibilities

• Manage and nurture strong, long-lasting relationships across a portfolio of school and education sector accounts.
• Lead onboarding processes and implementation strategies for new customers.
• Conduct customized product demonstrations and strategic account reviews.
• Act as a trusted advisor to ensure customer success.
• Promote customer adoption and maximize platform usage.
• Discover and pursue opportunities for account growth, including upgrades and expansions.
• Lead renewal negotiations and work to retain customers effectively.
• Achieve commercial growth targets and meet customer success key performance indicators.
• Represent the company at national conferences, exhibitions, and industry events.
• Deliver presentations, webinars, workshops, and live demos to prospective and current users.
• Foster relationships with school leaders, educators, and industry partners through networking and events.
• Partner with Marketing to create engaging customer experiences that enhance brand visibility and support growth.
• Analyze customer usage data to identify areas for deeper engagement and improvement.
• Monitor customer health to proactively reduce churn risk.
• Collect customer feedback to inform product development efforts.
• Collaborate with Product teams to enhance overall customer experience.
• Coordinate with Sales for seamless customer onboarding and handovers.
• Support marketing initiatives aimed at customer engagement.
• Assist with new product launches and encourage feature adoption.
• Contribute ideas for refining internal processes and enhancing customer satisfaction.

Candidate Profile

We prioritize candidates passionate about relationship building, problem-solving, and delivering customer success over prior education industry experience. Ideal applicants will have between 1 and 5 years of relevant experience in roles such as Customer Success, Account Management, SaaS, Technology, Business Development, Client Success, or Customer Experience.

Essential attributes and skills include:

• A commercial mindset focused on customer growth.
• Strong abilities in relationship building and communication.
• Confidence in presenting software and managing customer meetings.
• Analytical approach leveraging data for decision-making.
• Exceptional organizational and project management capabilities.
• Proactive work ethic and capability to operate independently.
• Curiosity about technological and digital product trends.
• A desire to work in a fast-paced, expanding company environment.

Experience within education or education technology sectors is desirable but not mandatory.

Why Join Us?

• A dynamic and growing technology firm where your contributions shape the business direction.
• A fast-moving, innovative culture encouraging ownership and impact.
• Modern office space in Surry Hills, close to public transport, cafes, and restaurants.
• A supportive and ambitious team environment.
• Significant opportunities for career advancement amid company growth.
• Exposure to diverse functions including Customer Success, Product, Sales, and Strategy.
• Early finish Fridays for work-life balance.
• Opportunities for interstate travel.

The Ideal Candidate

• Enjoys proactively building customer relationships beyond reactive support.
• Thrives working toward measurable goals and KPIs.
• Is passionate about expanding and growing customer accounts.
• Learns new technologies eagerly.
• Solves complex business challenges innovatively.
• Employs data-driven decision-making.
• Excels in a scaling SaaS environment.
• Values having meaningful responsibility for customer outcomes.