Customer Success Manager Enterprise

About Xplor Technologies

Xplor Technologies delivers the central experiences that enrich everyday life through innovative vertical software, integrated payments solutions, and AI-driven capabilities. They serve industries such as fitness, recreation, golf, field services, laundry, education, and other membership and service-oriented sectors, helping to streamline operations, reveal insights, and enhance customer and member interactions.

Role Overview

The Education team in Melbourne, Australia is seeking a Customer Success Manager (Enterprise) to foster meaningful partnerships with early childhood education and care (ECEC) providers. This role focuses on improving operational efficiencies, family engagement, and quality care outcomes. Reporting to the Director of Customer Success Account Management, the position involves proactive account planning, risk mitigation, revenue growth, and customer advocacy.

Key Responsibilities

• Develop and maintain comprehensive account plans for each enterprise client, outlining stakeholder engagement strategies, risk assessments, and success objectives.
• Execute regular customer interactions including quarterly business reviews, health scoring, and product adoption evaluations.
• Identify and manage customer churn risks within the portfolio actively.
• Oversee end-to-end contract renewals, negotiate commercial terms, and spot opportunities for revenue expansion.
• Collaborate with Account Executives to achieve cross-selling, upselling, migration, and product adoption goals.
• Keep timely and accurate records in Salesforce and use engagement tools such as Salesloft to document and drive customer interactions.
• Handle customer support escalations, coordinating internal teams to resolution.
• Champion customer feedback internally to ensure product development and support meet client needs.
• Support initiatives for product adoption, customer education, enablement, and change management, including software migrations like QikKids to Office.

Candidate Profile and Qualifications

Xplor seeks inquisitive, empathetic professionals motivated by making a difference, who thrive in dynamic and complex environments. Ideal candidates:

• Possess at least five years' experience in customer success, account or relationship management, sales, or similar client-facing roles.
• Have a proven track record managing complex customer relationships involving multiple stakeholders, including executives.
• Demonstrate strong commercial insight with experience leading contract renewals, negotiations, and revenue growth identification.
• Exhibit excellent communication, presentation, and interpersonal skills, capable of influencing diverse audiences.
• Have strong problem-solving and organizational skills alongside strategic account planning abilities.
• Are experienced in delivering customer workshops, product demos, or training sessions.
• Can analyze customer needs and formulate strategic plans that generate measurable outcomes.
• Have proficiency using CRM systems such as Salesforce.

Desirable additional attributes include experience in the Early Childhood Education and Care sector, familiarity with childcare management or education technology software, knowledge of Xplor Education products (Office, Playground, MyWaitlist, Payments, QikKids), and experience with software migrations or digital transformation.

Additional Information and Company Culture

Xplor emphasizes the value of diversity, inclusion, and collaboration, guided by five core values: innovating smarter solutions, acting with integrity, communicating openly, winning collectively, and owning outcomes. They provide a supportive global network, opportunities for growth, and inclusive benefits such as paid parental leave, volunteering days, mental health support, and flexible work arrangements.

Work Location and Conditions

This is a remote position within Australia, with a preference for Melbourne-based candidates holding full Australian work rights. Occasional travel (two to three times annually) is expected.

Compensation

The on-target earnings are approximately $130,000 AUD annually, inclusive of base salary plus quarterly commissions directly linked to customer retention, churn management, and commercial success metrics.

Diversity and Hiring Practices

Xplor is committed to equal employment opportunities, encouraging applications from diverse backgrounds, including Aboriginal and Torres Strait Islander communities. The hiring process employs AI-assisted screening tools to support recruitment but preserves human decision-making for final selections. They prioritize applicant communication and accommodation for diverse candidate needs.