Customer Success Manager - Education Enterprise

About the opportunity Join our Education team as a Customer Success Manager (Enterprise) in Melbourne, 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 Account Management, you will help us strengthen the partnership between Xplor Education and the early childhood education and care (ECEC) providers we support, driving customer outcomes that improve operational efficiency, family engagement, and quality care. Some of the other responsibilities include: - Maintain active account plans for all assigned enterprise customers, including documented stakeholder lists, executive engagement strategies, risks, opportunities, and success plans - Deliver agreed customer engagement and review cadences, including quarterly business reviews, customer health scoring, and product and feature adoption reviews - Proactively identify, mitigate, and manage churn risks across your portfolio of strategic customers - Manage contract renewals end-to-end, including commercial negotiation and identification of revenue growth opportunities - Deliver cross-sell, upsell, migration, and product adoption targets in collaboration with Account Executives - Maintain accurate and timely customer records, opportunities, account plans, and activities within Salesforce, using tools such as Salesloft to record interactions and drive engagement - Manage customer support escalations through to resolution, coordinating internal stakeholders as required - Champion customer feedback and requirements internally, ensuring customer needs are effectively represented across Product, Engineering, Support, and other business functions - Contribute to product adoption, customer education, enablement, and change management initiatives, inc