Customer Success Manager

Wellio; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Remote-friendly culture

Founder-led company

Two annual team meetups

Bases in Melbourne, Sydney, London, or

Job summary

Wellio is seeking a Customer Success Manager in Melbourne to own relationships with a portfolio of 100–150 schools, representing about $1.5m in ARR. You will act as trusted advisor to drive activation, adoption, renewal, and growth, ensuring schools realise ongoing value from Wellio’s wellbeing platform.

You will collaborate with school leaders, wellbeing leads, and teachers, building strong relationships and guiding customers through activation, adoption and expansion while proactively managing

Qualifications

• Experience managing customer, education, account management, consulting, or relationship portfolios with a track record of driving positive outcomes.
• Ability to build trusted relationships with a range of stakeholders, influence decisions, and navigate competing priorities to achieve mutually beneficial outcomes.
• Strong commercial awareness, with the ability to identify risk, support renewal conversations, and uncover opportunities to expand customer value.
• Proactive approach to portfolio management, using data and insights to prioritise actions, improve adoption, and prevent issues before they arise.
• Strong organisational skills and operational discipline, with the ability to manage multiple priorities while maintaining a high standard of execution.
• Growth mindset and desire to continuously improve, contribute to team success, and help shape how Customer Success operates at Wellio.

Responsibilities

• Own a portfolio of approximately 100–150 schools representing around $1.5m in ARR, ensuring schools successfully adopt Wellio, achieve meaningful wellbeing outcomes, and realise ongoing value from their investment.
• Drive activation, adoption, and engagement across your portfolio, proactively identifying risks and opportunities and executing plans that improve school outcomes.
• Lead strategic conversations that reinforce value, align stakeholders around goals, and establish clear success plans for each school.
• Own renewal outcomes across your portfolio, maintaining visibility of risk, building stakeholder alignment, and ensuring renewal conversations occur early and proactively.
• Identify and progress expansion opportunities by understanding school needs, uncovering additional use cases, and helping schools maximise the value they receive from Wellio.
• Partner closely with Product, Sales, and the broader Customer Success team to ensure school insights influence decision making and schools receive a consistent experience.
• Contribute to the continuous improvement of Customer Success processes, playbooks, and operating rhythms as Wellio continues to scale.

Skills

Relationship management

Portfolio management

Data-driven decision making

Stakeholder management

Communication skills

Organisational discipline

Job description

About Wellio

It's probably not news to you that wellbeing and mental health issues are rising globally. 40% of young people have experienced a mental health disorder in the past year alone, so chances are you know someone who has been affected.

At Wellio, we help schools put wellbeing at the heart of every student’s school experience. We believe improving youth mental health is one of the most important challenges of our time.

Wellio is building the world’s first Wellbeing Management System, bringing the best of student wellbeing practice into one simple platform. We help schools teach wellbeing consistently, identify students who may be struggling earlier, coordinate support and continuously improve student outcomes.

And it’s working.

Today, Wellio powers wellbeing programs in 1,000 schools across 25 countries, supporting millions of students. We’re on track to complete our fourth consecutive year of 100% growth, and we’re just getting started.

It shouldn’t matter which school you attend, or what country you live in. Every student should have access to the best tools and support to thrive. Our mission is big and important, and that’s why we’re looking for the very best people to help us achieve it.

About the role

As a Customer Success Manager, you will own relationships with a portfolio of approximately 100–150 schools representing around $1.5m in Annual Recurring Revenue (ARR). You'll be their trusted advisor, helping schools successfully implement Wellio, achieve meaningful wellbeing outcomes, renew their partnership, and identify opportunities to deepen their investment in the platform over time.

You will sit at the centre of each school's journey with Wellio, connecting activation, adoption, renewal, and growth into a single experience. By building strong relationships with school leaders, wellbeing leaders, and teachers, you will help schools maximise the impact of their wellbeing programs while ensuring they realise ongoing value from their investment in Wellio.

What you will do

• Own a portfolio of approximately 100–150 schools representing around $1.5m in ARR, ensuring schools successfully adopt Wellio, achieve meaningful wellbeing outcomes, and realise ongoing value from their investment.
• Drive activation, adoption, and engagement across your portfolio, proactively identifying risks and opportunities and executing plans that improve school outcomes.
• Lead strategic conversations that reinforce value, align stakeholders around goals, and establish clear success plans for each school.
• Own renewal outcomes across your portfolio, maintaining visibility of risk, building stakeholder alignment, and ensuring renewal conversations occur early and proactively.
• Identify and progress expansion opportunities by understanding school needs, uncovering additional use cases, and helping schools maximise the value they receive from Wellio.
• Partner closely with Product, Sales, and the broader Customer Success team to ensure school insights influence decision making and schools receive a consistent experience.
• Contribute to the continuous improvement of Customer Success processes, playbooks, and operating rhythms as Wellio continues to scale.

What We're Looking For

• Experience managing customer, education, account management, consulting, or relationship-based portfolios with a track record of driving positive outcomes.
• Ability to build trusted relationships with a range of stakeholders, influence decisions, and navigate competing priorities to achieve mutually beneficial outcomes.
• Strong commercial awareness, with the ability to identify risk, support renewal conversations, and uncover opportunities to expand customer value.
• Proactive approach to portfolio management, using data and insights to prioritise actions, improve adoption, and prevent issues before they arise.
• Strong organisational skills and operational discipline, with the ability to manage multiple priorities while maintaining a high standard of execution.
• Growth mindset and desire to continuously improve, contribute to team success, and help shape how Customer Success operates at Wellio.
  

Why You Should Work Here

• Small, exceptional team. Staying lean and building with AI keeps us fast, simple and out of meetings.
• Mission-driven work. It’s a globally meaningful problem.
• Transparency. We share everything internally, because trust and context lead to better decisions.
• Profitable and founder-led. We make decisions for schools and students, not someone else’s timeline.
• We don’t take ourselves too seriously. We hold high standards, with plenty of laughter and a healthy dose of weird.
• Remote-friendly, culture-focused. We have bases in London, Amsterdam, Sydney and Melbourne, and we fly the team together for two meetups a year.