Customer Success & Service Manager

About Tes
Tes is a global EdTech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.
The Opportunity
We are looking for an experienced Customer Success & Service Manager to lead and develop a high-performing customer-facing team while driving customer satisfaction, retention, and growth across Tes' Australian customer base.
Reporting to the Head of Customer Value & Success, you'll lead a team of up to 15 Customer Success and Customer Service professionals and play a key role in shaping the customer experience. You'll partner closely with leaders across the business to ensure customers achieve maximum value from Tes while delivering strong commercial outcomes through retention, expansion, and advocacy.
This is an exciting opportunity to lead a large customer-facing team, influence strategic decision-making, and play a key role in the continued growth of a global EdTech organisation.
What's In It For You?

Lead and develop a team of up to 15 customer-facing professionals
Shape the future of customer success within a leading global EdTech business
Drive meaningful customer and commercial outcomes
Partner with senior stakeholders across Sales, Product, Marketing and Operations
Hybrid working environment
Competitive salary package + bonus opportunity
Make a genuine impact on schools, educators and students

What You'll Do

Lead, coach and develop a high-performing Customer Success and Customer Service team
Build a culture of accountability, collaboration and customer excellence
Develop and execute strategies that improve customer adoption, engagement, retention and satisfaction
Oversee customer service operations and ensure a consistently high standard of customer support
Monitor customer health and drive retention initiatives to reduce churn
Identify opportunities to grow customer value through upsell and cross-sell activity
Manage complex customer escalations and drive successful outcomes
Analyse customer feedback and performance metrics to identify trends and opportunities
Provide insights and recommendations to senior leaders on customer and commercial performance
Lead continuous improvement initiatives that enhance customer experience, scalability and team effectiveness

What You'll Bring

Experience leading Customer Success, Customer Service, Account Management or Customer Experience teams
Proven success improving customer retention, satisfaction and revenue growth
Strong people leadership skills with a track record of developing high-performing teams
Experience managing customer health, retention and growth metrics
Commercial acumen and the ability to identify opportunities to increase customer value
Exceptional stakeholder management and relationship-building skills
Strong analytical and problem-solving capabilities with a data-driven approach
Excellent communication and influencing skills
Experience in SaaS, technology, subscription-based businesses or EdTech environments will be highly regarded
Experience using CRM and customer success platforms

Why Tes
Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools. By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education.
Empowering Educators Worldwide
Whether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide. Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment. With Tes, excellence in education is not just a goal – it's a sustainable and rewarding reality. For more information, visit www.tes.com.