Customer Success Manager (Australia)

Role overview

This position is for a Customer Success Manager / Student Success Manager who will support learners throughout a digital learning journey. The focus is on helping participants stay engaged, well-supported, and on track from onboarding until course completion, while working closely with internal teams and learning facilitators.

What you'll do

• Serve as the main contact for learners from their first onboarding step through the end of the course.
• Run both one-to-one and group support sessions for learners across different time zones.
• Help learners plan their study approach and stay organised around progress and completion goals.
• Spot engagement or learning barriers early and respond with practical support.
• Keep communication clear and timely through email, chat, and video meetings.
• Work alongside facilitators, mentors, and career coaches so learner objectives are achieved.
• Track learner progress and engagement with reporting tools and performance data.
• Review learner feedback and use it to suggest improvements to processes and support.
• Support alumni and help maintain an active, connected learner community after completion.

What you need

• A relevant bachelor’s degree, or equivalent professional experience.
• At least 3 years of experience in student support, customer success, or learner engagement in education or training settings.
• Strong interpersonal skills with the ability to connect with a wide range of learners.
• Solid organisational and administrative ability, with careful attention to detail.
• Experience running online sessions or coaching learners is preferred.
• Comfort working with digital learning platforms and virtual education environments.
• A professional, empathetic, and proactive approach, including careful handling of sensitive information.
• High accountability and a clear sense of ownership for learner outcomes.

Benefits

• Fully remote position with flexibility in how you work.
• A collaborative culture that places people and performance at the centre.
• The chance to make a meaningful difference to learner outcomes in a growing digital education space.
• Professional development opportunities within a purpose-led Employer Group.

Recruitment process

The hiring process is designed to be fair, transparent, and multi-step so both sides can assess fit.

• Application submission: complete the online form and answer short application questions.
• Initial screening: applications are reviewed for alignment, and suitable candidates are added to the longlist.
• Video interview stage: shortlisted applicants record short responses to 3–4 role-specific questions.
• Live interviews: selected candidates attend an initial interview and, where needed, additional rounds.
• Final shortlist and verification: reference and background checks are completed.
• Offer and contracting: successful candidates receive the formal offer and contract paperwork.
• Pre-boarding and onboarding: after acceptance, there is a pre-boarding process before joining the employing organisation within the Employer Group.

Additional information

The Employer Group emphasises clear communication, respectful interaction, and prompt feedback throughout every stage of the process. The role sits within a growing group of forward-thinking partners supporting work where people and performance can thrive.