Customer Success Manager

Summary

Join Education Perfect's Essential Assessment team as a Customer Success Manager! In this role, you will support schools using the EA platform, building relationships with teachers and administrators. You'll drive platform adoption, identify upsell opportunities, and provide training and resources. Based in NSW, ideally Sydney, this role involves both remote work and school visits. Your background in Australian primary teaching and passion for education are key, along with strong communication and problem-solving skills. Education Perfect offers a supportive and collaborative environment with flexible work arrangements and various benefits.

Requirements

• NSW-based, ideally in Sydney and comfortable working from home but willing to travel within NSW and visit schools on a regular basis
• Australian Primary teaching and/or leadership experience with a strong passion for education, particularly in Numeracy and Literacy
• Excellent communication skills and the ability to build trust with others over phone, email and face-to-face
• A natural problem-solver who can think on your feet and find creative solutions
• Proven ability to effectively prioritise tasks and manage multiple responsibilities simultaneously
• Confidence using technology and a willingness to learn new tools and systems

Responsibilities

• Drive platform adoption and usage across a portfolio of subscribing schools through online and in-person support
• Identify and close upsell and expansion opportunities within the portfolio to meet targets
• Onboard new subscribers by providing training and sharing resources to ensure early platform adoption and activation
• Monitor school engagement using customer health metrics and intervene proactively to address potential issues
• Respond promptly and effectively to customer queries related to their use of EA
• Assess no-usage and low-usage schools regularly, implementing strategies to increase engagement and reduce the risk of downsell or churn
• Contribute data and insights on school activity within the portfolio when required
• Maintain key tools such as EA Admin, Hubspot, and Subskribe, ensuring they are up-to-date and aligned with team and company processes
• Share insights on schools’ needs, requests and NSW market trends
• Suggest and contribute to the creation of customer help guides and other educational resources to promote best practices for using Essential Assessment
• Support the success of in-person educator conferences, online platform webinars and external events as required

Preferred Qualifications

• Experience using Essential Assessment would be highly advantageous
• Experience presenting or delivering training - whether in-person or online, you’re comfortable leading sessions with a range of audiences and school stakeholders
• Strong coaching and training skills, with the ability to adapt to different learning styles
• Prior experience in customer success and/or a commercial role is highly regarded, but not essential
• A strong desire to step out of the classroom and into a role where you can make a broader impact in education

Benefits

• A collaborative, passionate & fun team committed to transforming education
• Remote and flexible working arrangement
• A monthly communication allowance towards your monthly internet or phone charges and $1000 towards setting up your home office, if you’re working remotely
• Annual wellness allowance to use on anything to support your mental and physical wellness
• Three extra days of annual leave during our end of year shut down period
• Parental leave top- ups and an annual community service day
• EAP, with unlimited sessions
• Employee Equity Bonus Plan
• Employee referral program - $2000 when you refer a new team member
• Ongoing professional development, including opportunities to develop your career into other areas of our business and unlimited access to EPs online Learning Hub
• EP support groups - Mana Wahine, DEI, Environmental Impact and Wellness Committees
• The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community