Edward Mann is recruiting for a Customer Success Manager on behalf of an exciting Australian Tech start up. The role is paying up to 110K base super OTE incentives.

It will be a challenging role that will give you full exposure & great autonomy in planning and executing a broad range of customer success initiatives and work closely with experienced teams to craft & grow relationships, ultimately driving the scalability of the business.

About the Company

Our client is a rapidly growing Aussie tech start-up that is tackling the relatively new EdTech category. They are pioneering to ensure schools, students and parents get the very most from their extracurricular programs - from sport, to music, performing arts, outdoor education and more.

The product is currently used by 100s of 1000s of staff and students at schools across Australia, New Zealand and Beyond. They are one of the fastest growing EdTech businesses in APAC growing 2X in 2022, 2X in 2023 and have eyes on great gains for 2024. This year the business will continue to go international, launching across the Middle East and Asia. Over the past year has received large capital injections from a variety of VC partners and being written up in Forbes and the Australian Financial Review.

You will be a key member of the customer success team, work directly with the founders and external stakeholder to position yourself as a key driver of Growth!

About the Role

The Customer Success Manager (CSM) is an integral role within the business and is at the forefront of ensuring that our schools get the most value from the platform that they possibly can. You will be dedicated to fostering lasting relationships with schools, serving as a trusted advisor, understanding each school’s unique needs and delivering solutions to help them achieve their objectives.

The role is focused on retention, adoption and expansion. The role reports to the Customer Success Lead.

• Customer relationship management - Build and maintain strong, long-lasting customer relationships with your portfolio of schools to foster trust.
• Ensuring retention - Constantly strive to ensure school satisfaction. Identify potential churn risks and implement strategies to prevent dissatisfaction.
• Driving adoption - Understand school usage of the platform and guide them towards solutions that they will find valuable.
• Creating customer advocacy - Turn satisfied schools into advocates, leveraging their success and stories to help the business grow.
• Customer growth and expansion (managing “upsells”) - Create, identify, and act upon, interest amongst schools to expand their usage, to enable schools to maximise the value they get from the business, and to meet team KPIs.
• Problem resolution - Being able to think critically and creatively about problems, truly understand the root cause of the problem and then to resolve it in the best way possible for the customer.
• Being a product expert - To succeed in this role, you will need to become a product expert.
• Cross-functional collaboration - Work closely across the entire team to achieve all of the above.
• Continuous improvement - Actively engage in continuous improvement of customer success operations at the firm.

Your Skills and Experience

• 2 years of customer success experience (SaaS preferred but not essential)
• A strong marketing discipline, cross-functional and proven project management skills to translate ideas into reality with some or little guidance;
• Thrives in a fast-paced environment with the ability to pivot and problem-solve;
• Team player who enjoys working in a collaborative environment, with the ability to build relationships with key stakeholders;

Additional Perks

• Plenty of room to grow in your career.
• Share/Equity options program, so you can own part of the company you work at.
• Flexibility - flexible about working remotely and no pressure to adhere to the typical 9 - 5 business hours if you’re more productive working different hours.
• Fun team-building experiences - Dinners, Lunches, Activities and the like.
• Full remote options

For more information please apply ASAP.

Edward Mann Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Edward Mann Ltd is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.