Customer Success Manager

Company Overview Veracross unifies school communities with world-class information systems that improve the quality of education and enhance learning. We support K-12 private and independent schools with a one-record platform that connects school operations, communication, and data across departments. Trusted by more than 3,200 schools in over 60 countries, Veracross is known for reliable software, strong data security, and high-quality customer support. In Australia, New Zealand, and the wider Asia Pacific region, Veracross supports 800+ schools across our product family, including Veracross, Digistorm, Firefly, and ePraise. The APAC team is based in Australia and provides in-time-zone Support, Implementation, and Customer Success, alongside regional technical and product staff. Role Summary Customer Success Managers (CSMs) are strategic partners to our customers, responsible for the successful adoption of the software and the long-term success, retention, and satisfaction of Veracross customers. CSMs proactively monitor customer health, assess needs, and promote the value of the Veracross product family so that schools get the most from their investment. They serve as an escalation path for customers and coordinate with Support, Implementation, and Product to build and execute resolution plans. The APAC book is high-volume and concentrated in the Australian and New Zealand independent and Catholic school markets, with a smaller set of higher-value international school accounts. Role Responsibilities Partner with an assigned portfolio of schools across Australia, New Zealand, and Asia Pacific to identify needs, uncover opportunities, and develop account goals. Build relationships with assigned customers and promote goodwill between schools and Veracross, working over email, ticketing, video, and phone across APAC time zones. Drive retention and manage churn through proactive monitoring of customer health and satisfaction, identifying and addressing barriers to successful adoption and expansion. Manage a high-volume book with discipline: triage by risk, prioritise effectively, and maintain coverage so that no account goes dark. Assess customer needs and surface opportunities for additional products and services across the Veracross family, including Digistorm, Magnus, and Firefly, passing qualified leads to Sales. Serve as an escalation path for customers, working to identify and remove barriers and coordinating internal resources to expedite resolutions or build action plans. Collaborate with Support, Implementation, and Product to align on account strategy, ensure successful use of the software, and protect renewal opportunities. Maintain accurate, current records in Salesforce and Catalyst.io for health monitoring, risk tracking, task management, and account planning. Bachelor's Degree or equivalent customer service experience. Customer success or account management experience, ideally in SaaS. Experience in high-energy, customer-facing roles. Demonstrated success managing multiple accounts at once and prioritising across a large or busy portfolio. Demonstrated success providing outstanding client service, evidenced by strong customer satisfaction or retention. Excellent written and verbal communication skills. Problem-solving and analytical skills, able to identify issues with a customer's experience and propose lasting solutions. Ability to operate independently with appropriate guidance for the level. Experience contributing to a collaborative team and a positive culture. Familiarity with the Australian and New Zealand school sector strongly preferred, including the four-term academic calendar (late January to mid-December), independent and Catholic school structures, and the roles of business managers, registrars, and IT staff who often drive day-to-day decisions. Industry knowledge of K-12 and education SaaS is a plus; Digistorm familiarity is an advantage given its strong regional presence. Comfort supporting accounts across AUD, NZD, and a smaller set of USD-billed international schools, and across multiple APAC time zones. What Good Looks Like Keeps a large book under control. Knows which schools are at risk this term, which renewals are clustering, and which accounts have gone quiet, without being asked. Reads the room in an independent or Catholic school. Understands that decisions often run through long-tenured operators, and that the calendar shapes when schools can engage. Surfaces risk early and brings a recommendation, rather than waiting for a problem to escalate. Balances commercial discipline with genuine care for schools under enrolment or leadership pressure. The best tools to get the job done! When you join Veracross, you get a Macbook Pro, a 32-inch monitor, and an adjustable desk and chair for the office. There's also an allowance for your setup at home to ensure you're comfortable working there. Growth opportunities! Veracross is growing fast, allowing you to own your role and grow with us! Operating within a global team, there are opportunities for professional development allowing your skills to grow as the business grows. Work/life balance Management encourages taking hour-long lunches and finishing on time and understands that you have a life outside of work. You can take the day off for your birthday and get a $100-a-year allowance for well-being. Massage, anyone? Parental leave policy As part of Veracross parental leave policy, you’re eligible for paid leave as a primary parent and secondary parent when you welcome a new child into your family. This is available after 12 months in a full-time role. Flexibility Veracross offers a flexible working environment, hybrid options. Make a difference Our work makes a positive contribution to our schools, their students and their families around the world! Snacks, drinks & coffee Digistorm’s (Veracross) Gold Coast HQ offers a coffee machine, snack bar and fully stocked drinks fridge to keep energy levels high! Vege chips, kombucha, almond milk, cookies; you name it, they have it. Culture The Veracross team is fun, relaxed, and sociable, reflected in the casual dress code and social events. The office has an open floor plan, which allows for cross-team communication and a collaborative environment. Join some staff for lunchtime surfing or hit up nearby food spots for a burger by the beach.