Customer Success Manager

Responsibilities

• Partner with an assigned portfolio of schools across Australia, New Zealand, and Asia Pacific to identify needs, uncover opportunities, and develop account goals.
• Build relationships with customers through email, ticketing, video, and phone across APAC time zones.
• Drive retention and manage churn through proactive monitoring of customer health and satisfaction, addressing barriers to adoption and expansion.
• Manage a high-volume book of accounts by triaging risk, prioritizing effectively, and maintaining coverage.
• Assess customer needs and surface opportunities for additional products and services, passing qualified leads to Sales.
• Serve as an escalation path, coordinating internal resources to expedite resolutions and build action plans.
• Collaborate with Support, Implementation, and Product on account strategy, software adoption, and renewal opportunities.
• Maintain accurate records in Salesforce and Catalyst.io for health monitoring, risk tracking, task management, and account planning.

Requirements

• Bachelor's degree or equivalent customer service experience.
• Customer success or account management experience, ideally in SaaS.
• Experience in high-energy, customer-facing roles.
• Demonstrated success managing multiple accounts across a large or busy portfolio.
• Demonstrated success providing outstanding client service, supported by strong customer satisfaction or retention results.
• Excellent written and verbal communication skills.
• Problem-solving and analytical skills, with the ability to identify customer-experience issues and propose lasting solutions.
• Ability to operate independently with appropriate guidance.
• Experience contributing to a collaborative team and positive culture.
• Familiarity with the Australian and New Zealand school sector is strongly preferred.
• Comfort supporting accounts across AUD, NZD, and USD-billed international schools and multiple APAC time zones.

Nice-to-Haves

• Industry knowledge of K-12 and education SaaS.
• Familiarity with Digistorm.

Benefits

• MacBook Pro, 32-inch monitor, adjustable desk and chair, and a home-office setup allowance.
• Growth and professional development opportunities within a global team.
• Flexible working environment with hybrid options.
• Paid parental leave after 12 months in a full-time role.
• Birthday day off and a $100 annual well-being allowance.
• Work/life balance with encouraged lunch breaks and on-time finishes.
• Office snacks, drinks, coffee, and a sociable, collaborative culture.