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.

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way - We are curious and creative, always looking for smarter solutions
• Do the right thing - We act with integrity and put people first
• Say it straight - We communicate openly and honestly
• Win together - We collaborate across teams and celebrate shared success
• Own the outcome - We take accountability and follow through

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

Ready to apply?

To start your application, please submit your resume, and we will be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected].

Before you apply

To be considered for employment, you must be legally authorised to work in Australia. This applies to remote roles too, as we can only employ people who reside within Australia. Xplor does not sponsor visas, either at the time of hire or at any later time. We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.

Please apply through our careers portal or external job boards only. We're unable to upload emailed applications, as our process requires you to answer screening questions directly.

We also invite you to check out our Candidate FAQs for more information about our recruitment process .

Interview Recording and Background Checks

As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

We make it a priority to respond to every applicant.