Customer Success Manager - Education Enterprise

About the opportunity
Join our Education team as Customer Success Manager - Enterprise, in Australia, to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to elevate everyday life experiences for our customers and the people and communities they serve.
Reporting into the Director of Customer Success, you will help us build and strengthen long-term partnerships with some of the largest Early Childhood Education and Care (ECEC) providers across Australia, driving customer value, adoption, and commercial outcomes across a portfolio of our most strategic enterprise accounts. Some of the other responsibilities include:
Own and develop executive-level relationships across a portfolio of strategic enterprise customers, becoming a trusted advisor to key decision-makers
Lead customer account strategy and multi-year success planning, aligning Xplor Education solutions to customer business priorities, challenges, and growth objectives
Create and maintain comprehensive account plans that include executive stakeholder mapping, business objectives, success measures, risks, opportunities, and engagement strategies
Run strategic business reviews and executive governance meetings that demonstrate value, provide industry insights, and align future priorities
Drive customer retention by proactively identifying and mitigating commercial, operational, and relationship risks across your portfolio
Lead contract renewal strategies and commercial discussions, partnering with internal stakeholders to secure long-term customer outcomes and revenue retention
Identify and execute expansion opportunities across products, services, payments, and strategic initiatives, contributing to growth targets
Lead complex customer initiatives including software migrations, service transformation programs, adoption strategies, and change management activities
Manage critical escalations and executive-level issues, coordinating internal resources to achieve timely and successful resolution
Maintain accurate customer insights, forecasts, opportunities, and strategic plans within Salesforce and other customer engagement platforms
Working arrangement: You can work from home 100%, anywhere in Australia, provided you have full working rights. Preference will be given to Melbourne-based candidates, and occasional travel to QLD is expected (once a quarter)
#LI-Remote
What would make me a good candidate?
We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
You'll need:
5+ years of experience in Customer Success, Account Management, Sales, Relationship Management, or a similar customer-facing role
Proven experience managing complex enterprise-level customer relationships and other executive-level decision-makers
Strong commercial acumen with a track record of leading contract renewals, negotiating commercial outcomes, and identifying growth opportunities
Excellent communication, presentation, and stakeholder management skills, with a demonstrated ability to influence outcomes across internal and external audiences
Strong problem-solving, organisational, and account planning capabilities
Experience delivering customer enablement, workshops, product demonstrations, or training programs
Ability to analyse customer needs and develop strategic plans that drive measurable business outcomes
Experience working with CRM platforms such as Salesforce
It would be great if you also have:
Experience within the Early Childhood Education and Care (ECEC) sector
Working knowledge of childcare management software, education technology, SaaS, or related industries
Familiarity with Xplor Education products, including Office, Playground, MyWaitlist, Payments, or QikKids
Experience supporting software migrations, change management, or digital transformation programs
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Employment type
Full-time

Work arrangement
Yes