Customer Success Executive

Everway; Mackay Regional; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Bonus opportunities

Flexible work schedules

Job summary

Everway is seeking a Customer Success Executive in Australia to manage an education customer portfolio across onboarding, adoption and renewal. You will build trusted relationships, deliver training, monitor engagement and collaborate with Sales, Finance and Product to resolve issues and support renewals.

Success is measured by customer satisfaction, product adoption and renewal performance; travel up to 20% may be required as part of customer meetings and events.

Qualifications

• 1+ years in a customer-facing edtech role such as customer success, account management or sales.
• Experience onboarding customers and delivering training.
• Experience analysing customer data and identifying trends.
• Experience building and maintaining strong customer relationships.
• Able to manage activities, follow up, and maintain records.
• Able to work independently and take initiative.
• Clear, effective communication with customers through meetings, webinars and events.

Responsibilities

• Manage day-to-day relationships with an assigned portfolio of education customers and maintain accurate records and account plans.
• Support onboarding and implementation, coordinating with customer IT teams and colleagues to address barriers.
• Coordinate proactive engagement through lifecycle; conduct monthly communications and Quarterly Business Reviews where appropriate.
• Monitor health, adoption and usage with BI tools like Tableau; identify trends and risks.
• Deliver product demonstrations, training and best-practice guidance; connect customers with learning resources and updates.
• Support renewal activity by preparing customers for renewal and progressing renewals with Sales and Finance.
• Identify cross-sell/upsell opportunities and share context with the Business Development Manager.
• Create and deliver webinars, training and enablement content; contribute to newsletters and product updates.
• Gather customer feedback and collaborate to improve outcomes and experience.
• Represent Everway at meetings, conferences, exhibitions and events; travel up to 20%.

Skills

Customer success

Account management

Training delivery

Data analysis

Relationship building

Independent work

Tools

CRM systems

Tableau

Google Workspace

Microsoft 365

Job description

Every mind is unique. Yet much of the world is still built for what’s considered \"normal,\" leaving too many people behind. At Everway, we change that by creating technology that helps everyone understand and be understood. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued.

Our careers fit real life. When you join us, you’re not just taking a job. You’re joining a movement to build a more neuroinclusive world. We’re a global community of over 800 employees spanning North America, UK, Europe, Australia, and New Zealand. A career here is purposeful and fast-moving, with clear expectations, modern tools, and the clarity to focus on what matters most.

Our people are supported and encouraged to show up as they are, with different ways of thinking welcomed and valued. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully .

Join us at Everway - together, we can unlock the full potential of every mind.

About the role

The Customer Success Executive supports an assigned portfolio of education customers across K–12, Catholic Education Dioceses, TAFE and universities. You'll work with customers throughout their subscription, from onboarding and implementation through to ongoing adoption and renewal, helping them get value from Everway's products.

You'll build trusted customer relationships, deliver training and success activities, monitor customer engagement and identify where customers may need additional support. You'll also work with colleagues across Sales, Finance, Marketing, Product and Support to resolve issues, support renewals and contribute to a positive customer experience.

Success in this role is measured through customer satisfaction, product adoption, retention and renewal performance.

Main responsibilities

• Manage day-to-day relationships with an assigned portfolio of education customers, understanding their objectives, priorities and success measures and maintaining accurate customer records and account plans.
• Support customers through onboarding and implementation, coordinating with customer IT teams and internal colleagues to address deployment barriers and deliver onboarding sessions and product training.
• Coordinate proactive customer engagement throughout the lifecycle, including scheduled touchpoints, success reviews, monthly communications and Quarterly Business Reviews where appropriate.
• Monitor customer health, adoption and usage through business intelligence platforms including Tableau, identifying trends and potential risks and contributing to customer success plans.
• Respond to customer enquiries, deliver product demonstrations, training and best-practice guidance, and connect customers with relevant learning resources and product updates.
• Support retention and renewal activity by preparing customers for renewal, identifying potential risks and working with Sales and Finance to progress renewals.
• Identify potential cross-sell and upsell opportunities based on customer needs, objectives and product usage, sharing relevant opportunities and customer context with the appropriate Business Development Manager.
• Create and deliver customer webinars, training and enablement materials, and contribute to newsletters, product updates, success stories and other customer-facing content.
• Gather customer feedback and collaborate with Sales, Marketing, Product and Support to improve customer outcomes and the wider customer experience.
• Represent Everway at customer meetings, conferences, exhibitions and events, including customer-site visits and travel of up to 20%.

Essential criteria

• 1+ years of experience in a customer-facing educational technology role, such as customer success, account management or sales.
• Experience supporting customer onboarding and delivering customer or product training.
• Experience analysing customer data and identifying trends.
• Experience building and maintaining effective customer relationships.
• Able to manage customer activities, follow up appropriately and maintain accurate records.
• Ability to work independently and take initiative
• Communicates clearly and effectively with customers through meetings, customer-facing content, webinars, training and events.

Desirable criteria

• Experience in a customer-facing SaaS or subscription-based role within education.
• Experience using CRM systems.
• Experience supporting customer success and engagement activities.
• Experience using business IT tools such as Google Workspace, Microsoft 365, Calendly or Outreach.

Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter.

We are committed to providing a Drug-Free Workplace for all employees.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

You can view our Recruitment and Selection Policy