Customer Success & Service Manager

About TesTes is a global EdTech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.
The OpportunityWe are looking for an experienced Customer Success & Service Manager to lead and develop a high-performing customer-facing team while driving customer satisfaction, retention, and growth across Tes' Australian customer base.
Reporting to the Head of Customer Value & Success, you'll lead a team of up to 15 Customer Success and Customer Service professionals and play a key role in shaping the customer experience. You'll partner closely with leaders across the business to ensure customers achieve maximum value from Tes while delivering strong commercial outcomes through retention, expansion, and advocacy.
This is an exciting opportunity to lead a large customer-facing team, influence strategic decision-making, and play a key role in the continued growth of a global EdTech organisation.
What's In It For You?Lead and develop a team of up to 15 customer-facing professionalsShape the future of customer success within a leading global EdTech businessDrive meaningful customer and commercial outcomesPartner with senior stakeholders across Sales, Product, Marketing and OperationsHybrid working environmentCompetitive salary package + bonus opportunityMake a genuine impact on schools, educators and students
What You'll DoLead, coach and develop a high-performing Customer Success and Customer Service teamBuild a culture of accountability, collaboration and customer excellenceDevelop and execute strategies that improve customer adoption, engagement, retention and satisfactionOversee customer service operations and ensure a consistently high standard of customer supportMonitor customer health and drive retention initiatives to reduce churnIdentify opportunities to grow customer value through upsell and cross-sell activityManage complex customer escalations and drive successful outcomesAnalyse customer feedback and performance metrics to identify trends and opportunitiesProvide insights and recommendations to senior leaders on customer and commercial performanceLead continuous improvement initiatives that enhance customer experience, scalability and team effectiveness
What You'll BringExperience leading Customer Success, Customer Service, Account Management or Customer Experience teamsProven success improving customer retention, satisfaction and revenue growthStrong people leadership skills with a track record of developing high-performing teamsExperience managing customer health, retention and growth metricsCommercial acumen and the ability to identify opportunities to increase customer valueExceptional stakeholder management and relationship-building skillsStrong analytical and problem-solving capabilities with a data-driven approachExcellent communication and influencing skillsExperience in SaaS, technology, subscription-based businesses or EdTech environments will be highly regardedExperience using CRM and customer success platforms
Why TesOur intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools. By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education.
Empowering Educators WorldwideWhether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide. Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment. With Tes, excellence in education is not just a goal – it's a sustainable and rewarding reality. For more information, visit www.tes.com.