Customer Success Manager
Core
Strategic partner to K-12 private, independent, and Catholic schools in Australia, New Zealand, and Asia Pacific to drive software adoption, retention, and satisfaction.
Role type
Senior Customer Success Manager (SaaS)
Builds
Long-term customer success and retention for the Veracross product family (Veracross, Digistorm, Firefly, ePraise)
Domain
Education Technology (EdTech) / K-12 School Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Account management, churn management, stakeholder management, Salesforce proficiency, Catalyst.io usage, cross-functional collaboration, risk triage, opportunity identification
Preferred skills
K-12 and education SaaS industry knowledge, familiarity with Australian/New Zealand school sector structures, Digistorm product familiarity
Technologies
Salesforce, Catalyst.io, Veracross, Digistorm, Firefly, ePraise
Responsibilities
Partner with assigned school portfolios to identify needs and develop account goals; proactively monitor customer health and drive retention; manage high-volume accounts with disciplined prioritization; serve as an escalation path and coordinate internal resources for resolutions; surface upsell opportunities across the product family; maintain accurate records for health monitoring and account planning
Seniority
Mid-to-Senior, hands-on IC
