Customer Success Executive

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee daily interactions with a designated group of education clients, including K–12 institutions, Catholic Education Dioceses, TAFE, and universities.

• Assist clients during the onboarding and implementation phases, liaising with both customer IT teams and internal staff.

• Conduct onboarding sessions, provide product training, showcase demonstrations, and offer best-practice advice.

• Facilitate proactive client engagement through regular check-ins, success assessments, monthly updates, and Quarterly Business Reviews.

• Track customer health metrics, adoption rates, and usage patterns using business intelligence tools like Tableau.

• Address customer inquiries and connect them with appropriate learning resources and product updates.

• Aid in retention and renewal processes by preparing clients for renewal discussions and collaborating with Sales and Finance teams.

• Recognize potential cross-sell and upsell opportunities and communicate these to the relevant Business Development Manager.

• Design and conduct customer webinars, training sessions, enablement materials, newsletters, product updates, and success stories.

• Collect customer feedback and work together with Sales, Marketing, Product, and Support teams to enhance customer outcomes.

• Represent Everway at client meetings, conferences, exhibitions, and events, including on-site visits which may require up to 20% travel.

• Success will be evaluated based on customer satisfaction, product adoption, retention, and renewal rates.

⛳️ Requirements

• A minimum of 1 year of experience in a customer-facing educational technology position, such as customer success, account management, or sales.

• Proven experience in supporting customer onboarding and conducting product training sessions.

• Ability to analyze customer data and identify emerging trends.

• Experience in building and nurturing effective relationships with customers.

• Capable of managing customer activities, following up as needed, and maintaining accurate documentation.

• Ability to work autonomously and demonstrate initiative.

• Strong communication skills, effectively engaging with customers through meetings, webinars, training sessions, and events.

• Experience in a customer-facing SaaS or subscription model role within the education sector is desirable.

• Familiarity with CRM systems is a plus.

• Experience in supporting customer success and engagement initiatives is preferred.

• Proficiency in using business IT tools such as Google Workspace, Microsoft 365, Calendly, or Outreach is desirable.

🏝️ Benefits

• Competitive salary with potential bonuses.

• Flexible work hours.

• Comprehensive health and wellness benefits.

• Flexible time-off policies.

• Opportunities for career advancement through development programs.

• A collaborative and innovative work culture.

• A drug-free workplace.