Customer Success Manager

About us

aXcelerate is a leading SaaS provider with our Student and Learning Management System powering millions of learners course and competency records nationwide. As an industry leader were on an exciting growth journey transforming the way training providers and employers manage and support their learners.

Recognised as a Great Place to Work for two years running we have a culture where people feel valued and supported to thrive. With ambitious growth plans and countless opportunities to develop your career theres never been a better time to join our team and help us shape the future of education technology.

The opportunity

As a Customer Success Manager your key responsibility will be to ensure that our customers are fully supported postgolive and experience seamless interactions with the aXcelerate product and our team. You will act as a trusted advisor and advocate for your clients building strong relationships through regular meetings (including Quarterly Business Reviews) and proactive communication. Youll gather and assess customer feedback identify potential challenges and work crossfunctionally with internal teams to address and resolve any issues ensuring service level agreements are consistently met.

In this role youll need strong problemsolving and communication skills as well as the ability to manage multiple clients and stakeholders. Your ability to analyse customer needs offer tailored solutions and ensure longterm customer success will be critical. Youll also focus on driving product adoption identifying growth opportunities and ensuring that customers realise the full value of our solutions.

Key Responsibilities

• Maintain a structured meeting schedule with assigned highvalue or Platinum customers ensuring regular and meaningful engagement.
• Act as a dedicated advocate for our customers liaising with internal stakeholders to address and resolve their needs promptly.
• Produce clear and comprehensive internal reports detailing SLA adherence supplier usage metrics and upcoming product changes for presentation at various levels within the organisation.
• Identify both risks and opportunities within customer relationships proactively addressing concerns and seeking avenues for mutual growth.
• Escalate and resolve issues that our customers are facing by engaging internal stakeholders.
• Serve as a first point of contact and escalation point between customers and internal teams facilitating seamless communication and conflict resolution.
• Provide input into proposals/tenders to best serve the clients needs.
• Advocate for improving processes for Customer Success Management and efficiency in those processes.
• Provide internal reporting in a transparent and clear format for presentation at forums that include meetings at management all staff executive and Board levels.

Requirements

• Prior experience in customer engagement roles (Sales/Customer Success); ideally in a SaaS environment.
• Demonstrable expertise in highlevel Customer Experience Management with a track record of fostering strong client relationships including Clevel executives.
• Previous experience with either enterprise government or commercial customer relationship management.
• Ability to develop detailed customer reports that showcase SLA adherence supplier usage metrics and strategic insights to drive positive outcomes.
• Strong analytical skills enabling accurate assessment of client needs and formulation of effective solutionsbased recommendations.
• Exceptional written and verbal communication skills.
• Outstanding presentation skills.

Desirable

• Experience in the SaaS Industry.
• Familiarity with Student Management Systems and Learning Management Systems particularly within the Education and VET sectors.
• Leadership and/or mentoring capabilities.

What we offer

• A central location close to public transport cafes and shops with free onsite parking available.
• A vibrant supportive and teamoriented culture with regular team activities and social events.
• Opportunities for flexible and hybrid working.
• A focus on professional development and learning with access to our LMS external and internal training opportunities and your own personal annual PD budget.
• Access for you and your family to an Employee Assistance Program and resources.
• Cashback offers and discounts on popular brands through our Employment Hero app.
• Opportunities for career development with welldefined career pathways across the business.
• Proud members of Women in Technology with access to networking events professional development opportunities and resources.

How to apply

Please submit an uptodate resume (in PDF format) which outlines your suitability for the role.

Were looking for individuals who resonate with our values H.E.A.R.T.: Honesty Empathy Acceptance Respect and Trust whilst also bringing a unique perspective to their work.

We are committed to promoting diversity in the workplace and encourage people from all backgrounds to apply.

If you require any reasonable adjustments during the application process please let us know by emailing