Manager, Customer Success
Education Perfect, Australia
Job Description
Join the Essential Assessment team as our Manager, Customer Success and lead the establishment of the new Essential Assessment Customer Success function! In this exciting new role, you will be pivotal in overseeing retention revenue and supporting over 2800 subscribing schools across Australia. You will leverage your strong commercial expertise to enhance retention, minimise churn, and collaborate with the Sales team to identify and capitalise on upsell opportunities. This is a varied and dynamic role that will involve creating new systems and processes, meticulous data tracking, monitoring and reporting, along with managing annual renewal processes for schools. As well as working with the Essential Assessment team, you'll maintain a close relationship with our Global Head of Customer Success to ensure we stay aligned to broader company objectives within the Education Perfect group.
If you are passionate about driving customer success and contributing to the continued growth of Australia's leading Literacy and Numeracy assessment platform, we invite you to apply for this exciting opportunity.
Our ideal candidate will be based in Sydney, however we are open to candidates in Melbourne.
What you will do in this role:
Revenue Retention
- Be the Business Owner for the annual client revenue retention target.
- Work with the EA Engineering Lead and Global Head of Customer Success to improve EA school data accessibility, creating systems and reporting to surface and monitor customer engagement.
- Develop effective strategies for supporting middle and top-tier spending customers as well as for low-spend schools, including effective automation.
- Develop criteria for assessing schools at risk of churn and lead strategies for minimising churn risk.
- Collaborate with Sales to develop and implement strategies to identify and maximise upsell opportunities across our customer base.
Systems amp; Processes
- Lead the transition from manual data collection to effective renewal pipeline management on Hubspot.
- Transition our subscription renewal process from manual systems to Subskribe.
- Develop automation as required to support the growing Essential Assessment customer base.
- Build reports and dashboards to allow the CS team to accurately track customer engagement amp; identify opportunities for intervention and support.
- Investigate and execute strategies to support schools and offer professional development at scale.
Leadership amp; Management
- Report on subscribing school activity, NRR, GRR, Churn and other metrics as and when required by the GM.
- Oversee the Customer Success Budget.
- Effectively communicate with other EA company functions - including Customer Support, Content and Platform, Sales and Marketing, as and when required.
- Lead a team of 3 in the Customer Success function of the business
- Effectively delegate tasks and responsibilities across the CS team to maximise team capacity and efficiency.
- Support the personal and professional growth of team members.
- Monitor administrative workload of the team, finding solutions where necessary to minimise impact on the team.
- Act as a role model within Essential Assessment and play an active role in the EA People Leaders group.
About you:
- Strong commercial acumen, with at least 5 years’ experience in a Customer Success role
- Experience in ed tech - desirable
- Experience with Hubspot is essential; Subskribe is preferable
- Experience with new system implementation is desirable
- Strong strategic thinking amp; a commitment to data-driven decision making
- Excellent collaborative and communication skills
Equitable opportunities, growth, and development lie at the heart of how we work at EA. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we would love to still hear from you!
What we offer:
- Remote and flexible working arrangements
- 3 bonus paid days off over the Christmas period
- Annual wellness benefit
- Ongoing professional development, including opportunities to develop your career into other areas of our business
- Monthly team shared lunch
We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.