Customer Success Manager Enterprise

About this role

About the opportunity
Join our Education team as a Customer Success Manager (Enterprise) in Melbourne, Australia to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to elevate everyday life experiences for our customers and the people and communities they serve.
Reporting into the Director of Customer Success Account Management, you will help us strengthen the partnership between Xplor Education and the early childhood education and care (ECEC) providers we support, driving customer outcomes that improve operational efficiency, family engagement, and quality care. Some of the other responsibilities include:
- Maintain active account plans for all assigned enterprise customers, including documented stakeholder lists, executive engagement strategies, risks, opportunities, and success plans
- Deliver agreed customer engagement and review cadences, including quarterly business reviews, customer health scoring, and product and feature adoption reviews
- Proactively identify, mitigate, and manage churn risks across your portfolio of strategic customers
- Manage contract renewals end-to-end, including commercial negotiation and identification of revenue growth opportunities
- Deliver cross-sell, upsell, migration, and product adoption targets in collaboration with Account Executives
- Maintain accurate and timely customer records, opportunities, account plans, and activities within Salesforce, using tools such as Salesloft to record interactions and drive engagement
- Manage customer support escalations through to resolution, coordinating internal stakeholders as required
- Champion customer feedback and requirements internally, ensuring customer needs are effectively represented across Product, Engineering, Support, and other business functions
- Contribute to product adoption, customer education, enablement, and change management initiatives, including supporting QikKids to Office migrations
Location - Remote within Australia, with a preference for Melbourne-based candidates and full Australian working rights. Expect occasional travel (roughly 2–3 times a year)
Compensation - On-target earnings of ~$130,000, made up of base salary plus quarterly commission. Commission is tied directly to the outcomes you'll own customer retention, churn management, and broader commercial performance, so your success is rewarded in step with your customers' success.
What would make me a good candidate?
We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
You'll need:

• 5+ years of experience in Customer Success, Account Management, Sales, Relationship Management, or a similar customer-facing role

• Proven experience managing complex customer relationships and multiple stakeholders, including executive-level decision-makers

• Strong commercial acumen with a track record of leading contract renewals, negotiating commercial outcomes, and identifying growth opportunities

• Excellent communication, presentation, and stakeholder management skills, with a demonstrated ability to influence outcomes across internal and external audiences

• Strong problem-solving, organisational, and account planning capabilities

• Experience delivering customer enablement, workshops, product demonstrations, or training programs

• Ability to analyse customer needs and develop strategic plans that drive measurable business outcomes

• Experience working with CRM platforms such as Salesforce

It would be great if you also have:

• Experience within the Early Childhood Education and Care (ECEC) sector

• Working knowledge of childcare management software, education technology, SaaS, or related industries

• Familiarity with Xplor Education products, including Office, Playground, MyWaitlist, Payments, or QikKids

• Experience supporting software migrations, change management, or digital transformation programs

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way - We are curious and creative, always looking for smarter solutions

• Do the right thing - We act with integrity and put people first

• Say it straight - We communicate openly and honestly

• Win together - We collaborate across teams and celebrate shared success

• Own the outcome - We take accountability and follow through

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.
As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
Some of our perks and benefits are:

• Paid Parental Leave benefit programs

• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community

• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program

• Access to free mental health support

• Flexible working arrangements

Ready to apply?
To start your application, please submit your resume, and we will be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the…