Customer Success & Service Manager
Core
Lead and develop a high-performing customer-facing team to drive customer satisfaction, retention, and growth for schools and educators in Australia.
Role type
Senior Customer Success & Service Manager (Team Lead)
Builds
Customer success and service operations for a global EdTech platform serving schools
Domain
Education Technology (EdTech)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, customer retention strategy, commercial acumen, stakeholder management, data analysis, problem-solving, CRM platform usage
Preferred skills
Experience in SaaS, technology, or subscription-based businesses, experience in EdTech environments
Responsibilities
Lead, coach, and develop a team of up to 15 customer-facing professionals; Develop and execute strategies to improve customer adoption, engagement, and retention; Oversee customer service operations and ensure high support standards; Monitor customer health and drive retention initiatives; Identify upsell and cross-sell opportunities; Manage complex customer escalations; Analyse customer feedback and performance metrics; Provide insights to senior leaders on customer and commercial performance
Seniority
Senior, hands-on IC with team leadership
