APAC Education SaaS Customer Success Manager

Veracross LLC; Australia; Hybrid; AUD 95,000 - 120,000; Full time

Benefits offered by this job

MacBook Pro

Home setup allowance

Hybrid work options

Job summary

Veracross is seeking a Customer Success Manager to partner with a portfolio of K-12 schools across Australia, New Zealand, and APAC. You will drive adoption, retention, and expansion while coordinating with Support, Implementation and Product to ensure ongoing value from the Veracross suite.

You will manage health, renewals, and cross-sell opportunities, leveraging Salesforce and Catalyst.io to maintain precise account records across APAC time zones. Hybrid work flexibility is offered.

Qualifications

• Bachelor's degree or equivalent customer service experience.
• Customer success or account management experience, ideally in SaaS.
• Experience in high-energy, customer-facing roles.
• Demonstrated success managing multiple accounts in a large or busy portfolio.
• Excellent written and verbal communication skills.
• Problem-solving and analytical skills; able to identify issues and propose solutions.
• Ability to operate independently with guidance as needed.
• Experience contributing to a collaborative team and positive culture.
• Familiarity with Australian/NZ school sector strongly preferred; Digistorm familiarity is a plus.
• Comfort supporting accounts across AUD, NZD, and USD, across APAC time zones.

Responsibilities

• Partner with an assigned portfolio of schools across Australia, New Zealand, and Asia Pacific to identify needs and develop account goals.
• Build relationships with assigned customers and promote goodwill between schools and Veracross across APAC time zones.
• Drive retention and manage churn through proactive monitoring of customer health and satisfaction.
• Manage a high-volume book with discipline: triage by risk and maintain coverage so no account goes dark.
• Assess customer needs and surface opportunities for additional products and services across the Veracross family, including Digistorm, Magnus, and Firefly; pass qualified leads to Sales.
• Serve as an escalation path for customers and coordinate internal resources to expedite resolutions or build action plans.
• Collaborate with Support, Implementation, and Product to align on account strategy and protect renewal opportunities.
• Maintain accurate records in Salesforce and Catalyst.io for health monitoring and account planning.

Skills

Customer success

Account management

Communication skills

Problem solving

Prioritisation

Independence

Team collaboration

APAC time zones

Education

Bachelor's degree or equivalent

Tools

Salesforce

Catalyst.io

Job description

Veracross is seeking a Customer Success Manager to partner with a portfolio of K-12 schools across Australia, New Zealand, and APAC. You will drive adoption, retention, and expansion while coordinating with Support, Implementation and Product to ensure ongoing value from the Veracross suite.

You will manage health, renewals, and cross-sell opportunities, leveraging Salesforce and Catalyst.io to maintain precise account records across APAC time zones. Hybrid work flexibility is offered.