Customer Success Manager - Xplor Education

Employment Type: Full-time Location Type: Remote Salary: Not Specified

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We provide small and medium-sized businesses with cloud-based, intuitive technology solutions that enable them to manage the hassles of running and growing a business, so business owners can focus on what they love. Xplor Pay helps businesses get paid quickly and securely, without hidden fees, through our self-built platform that delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. When you join our team, you become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

About the Opportunity

Join our Xplor Education Vertical as a Customer Success Manager in Melbourne. You will make a real impact every day by enriching our customers' experiences through every conversation, code line, and interface design.

The Xplor Education Customer Success team is passionate about building strong, lasting relationships with our customers. We drive success and retention by helping customers maximize the value of our solutions, ensuring they feel supported, informed, and equipped to grow.

Reporting to the Account Management Team Lead, you will provide an exceptional post-sales experience for Xplor Education customers. Your role is crucial in ensuring customers are effectively onboarded, retained, and actively engaged with our products, all while representing Xplor's culture and dedication.

Responsibilities

• Provide an exceptional, solutions-focused post-sales experience that supports long-term customer satisfaction, product adoption, and partnership growth, reflecting Xplor’s values and commitment to the early learning community.
• Help customers adopt and activate Xplor’s product suite.
• Ensure customers receive timely and accurate responses when engaging with other departments (e.g., Support or Onboarding).
• Uncover opportunities and collaborate with your Existing Business AE to execute upsell strategies for accounts.
• Maintain regular customer contact (e.g., monthly meetings, Quarterly Business Reviews) as needed within your portfolio, ensuring activity KPIs and SLAs are met.
• Keep customers informed about product changes and developments through channels like webinars and product release notes.
• Advocate for customer needs and issues cross-departmentally.
• Act as a liaison between management to share key customer feedback for overall customer experience improvement.
• Lead issue resolution and escalation management, solving problems quickly and effectively, often under pressure.
• Ensure CRM (Salesforce) records are accurate and up-to-date regarding customer communications, key account data, and engagement activities.

Work Model: This position offers a hybrid and flexible working model, requiring 2-3 days per week in the office and the remainder working from home.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic individuals who are motivated by meaningful work. Ideal candidates resonate with our four core values, possess a positive outlook, are comfortable with ambiguity, and thrive in an ever-evolving and complex environment. We are inspired by big-picture thinkers and doers who are both tactical and strategic, aim high, and prioritize people in everything they do.