Customer Success Executive

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

In this role, you will:

• 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.