Customer Success Specialist

. Assist faculty in implementing and integrating Jacaranda's whole-school digital solutions and institutional licences .

Posted 9/23/2026full-timeRemote • AustraliaMid-LevelSeniorWebsite

Key responsibilities & impact

Assist faculty in implementing and integrating Jacaranda's whole-school digital solutions and institutional licences
Conduct face-to-face and virtual training and check-ins
Track engagement and usage to identify gaps, red flags, and retention or expansion opportunities
Own a territory-level retention target by formulating and executing retention strategies
Health-check key contacts and promote relevant new features
Work with school IT teams to test integrations before adoption
Manage post-adoption setup, account creation, fulfilment, and access provisioning
Act as the go-to expert on Jacaranda's digital solutions and integrated/intermediary platforms
Provide access and technical support, logging and escalating issues to the development team
Identify trends indicating larger technical problems
Maintain account and engagement records in Salesforce
Feed customer intelligence back to product, publishing, and marketing teams
Confirm re-adoption with school leaders during Terms 2–4, including SLAs and Purchase Orders
Collaborate with Sales, marketing, technology, and publishing teams

What you’ll need

Experience in a Sales, Customer Success, or similar customer-facing role, with a customer-service orientation
Ability to present effectively in group and one-on-one settings
Experience supporting digital platforms and training users
Self-starter with strong listening and execution skills
Basic understanding of customer success and retention strategies
Must be eligible to obtain a Working with Children Check
Requires a driver's licence and car, with travel to schools multiple times a week at peak periods
General awareness of digital learning products and services
Strong written and verbal communication, with the ability to lead effective presentations to both large groups and individuals
Ability to follow structured sales and support processes
Familiarity with CRM platforms, preferably Salesforce, and aptitude for learning in-house systems
Time management and organizational skills
Adaptability in a fast-paced environment
Courtesy and professionalism in customer interactions
Calm, steady approach to problem-solving with strong critical thinking skills
Desirable: experience teaching or working in a high school environment
Desirable: experience using Learning Management Systems

Comp & perks