Customer Success Manager - Education Enterprise
About the opportunity
Join our Education team as a senior Customer Success Manager (Enterprise) and play a pivotal role in shaping the success of some of the largest Early Childhood Education and Care (ECEC) providers across Australia.
Reporting to the Director of Customer Success, you will own a portfolio of Xplor Education's most strategic and complex enterprise customers. Acting as a trusted advisor to executive and operational leaders, you will build long-term partnerships that drive customer value, maximise adoption, support digital transformation initiatives, and deliver mutually beneficial commercial outcomes.
This is a highly strategic role that combines executive relationship management, customer success leadership, commercial ownership, and cross-functional influence. You will work closely with senior customer stakeholders and internal leaders across Product, Engineering, Sales, Support, and Operations to ensure our customers achieve measurable business outcomes while strengthening their partnership with Xplor .
Key Responsibilities
- 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 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
- Facilitate 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
- Act as the customer advocate internally, influencing roadmap discussions and ensuring enterprise customer needs are represented across Product, Engineering, Support, and Operations teams
- 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 outcomes
- Maintain accurate customer insights, forecasts, opportunities, and strategic plans within Salesforce and other customer engagement platforms
- Share industry best practice, thought leadership, and strategic guidance that helps customers improve operational efficiency, compliance, family engagement, and business performance
Location - Remote within Australia, with a preference for Melbourne-based candidates and full Australian working rights. Expect occasional travel (roughly 2–3 times a year)
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 customer relationships and multiple stakeholders, including executive-level decision-makers
- Strong commercial acumen with a track record of leading contract renewals, negotiating commercial outcomes, and