Customer Success Manager (Australia)

Role overview

This position is for a Customer Success Manager / Student Success Manager who will support learners throughout their professional education journey in a digital learning setting. The focus is on helping students stay engaged, feel supported from the first onboarding step through course completion, and achieve strong outcomes through regular communication and close coordination with internal stakeholders.

Key responsibilities

• Serve as the main contact for learners from the moment they join until they finish the course.
• Run one-to-one and group support sessions across several time zones.
• Help learners organise study plans and keep progress on track.
• Spot engagement or learning issues early and work toward practical resolutions.
• Communicate clearly and promptly through email, chat, and video meetings.
• Work closely with facilitators, mentors, and career coaches to support learner goals.
• Track learner performance and participation using reports and monitoring tools.
• Review learner feedback and suggest improvements to processes.
• Support alumni and help build a connected community among former participants.

Requirements

• A relevant bachelor's degree or comparable hands-on experience.
• At least 3 years of experience in student support, customer success, or learner engagement in education or training settings.
• Proven ability to connect with people and communicate well with varied learner groups.
• Strong administration and organisation abilities with careful attention to detail.
• Experience leading online sessions or coaching learners is preferred.
• Comfort working with digital education platforms and online learning tools.
• Empathetic, proactive, and professional when handling sensitive information.
• Strong ownership and accountability for learner outcomes.

Benefits

• Fully remote position with flexible working arrangements.
• Collaborative culture that values people and performance.
• The chance to help produce meaningful learner outcomes in a growing digital education space.
• Opportunities for professional development within a purpose-led employer group.

Recruitment process

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

• Submit an application through the online form and answer a few brief questions.
• Applications are screened for alignment, and suitable candidates are moved to the longlist.
• Applicants complete a video interview by recording short answers to 3–4 role-related questions.
• Shortlisted candidates attend live interviews, with additional rounds if required.
• Final candidates undergo reference and background verification.
• Selected candidates receive the offer and contract paperwork.
• After acceptance, pre-boarding is completed before joining the employing organisation within the Employer Group.

Work environment

The role is part of a group that supports work where people and performance thrive, and the opportunity sits within a growing Employer Group working with forward-thinking partners. Clear communication, respectful interaction, and timely feedback are valued at every stage of the process.