Key Account & Customer Success Manager – APAC
- Location: Australia
- Employment: Permanent, full-time
- Hours: 38 hours per week, Monday to Friday
- Working policy: Fully remote
The Opportunity
We are looking for an experienced Key Account & Customer Success Manager to support and grow our university partnerships across the Asia-Pacific region.
Working predominantly with universities in Australia and New Zealand, you will help customers maximise the value of our targetconnect platform—a technology platform supporting university careers services, student engagement and employer connections.
This is a broad customer-facing role combining key account management, customer success, onboarding, technical support and customer training. You will become a trusted partner to university stakeholders, helping them solve problems, improve platform adoption and achieve better outcomes for their students.
You will also collaborate with colleagues across Product, Engineering, Marketing and Customer Support, including teams based in other international markets.
What You’ll Do
Manage APAC University Partnerships
- Manage a portfolio of university customers, predominantly across Australia and New Zealand.
- Build trusted relationships with Careers Services, Student Services and wider university stakeholders.
- Act as the primary day-to-day contact for customer enquiries, account activity and ongoing success.
- Understand each university’s objectives and help them maximise the value of the platform.
- Support customer satisfaction, retention and renewal confidence.
- Identify opportunities to increase platform engagement and introduce additional products or services.
Deliver Customer Success and Onboarding
- Manage customers through onboarding, implementation and go-live.
- Help university partners improve platform adoption, student engagement and employer participation.
- Proactively identify customer knowledge gaps, risks and opportunities.
- Share guidance, best practice and practical recommendations.
- Support customer retention and long-term account development.
Provide First-Line Technical Support
- Investigate and troubleshoot customer and platform issues.
- Log, manage and escalate technical issues through JIRA where required.
- Keep customers informed throughout the support process.
- Work with Product and Engineering teams to resolve more complex issues.
- Identify recurring problems and provide feedback that improves the platform and customer experience.
Deliver Customer Training and Engagement
- Deliver webinars, customer training sessions and platform demonstrations.
- Support the development of onboarding resources, guidance materials and best-practice content.
- Help coordinate customer engagement and community activity across APAC.
- Identify successful customer use cases and examples of best practice.
- Work with Product Marketing to develop customer stories and case studies.
Key Criteria
Essential
- Experience managing a portfolio of customer accounts or strategic partnerships.
- Strong background in customer success, account management, onboarding or service delivery.
- Experience supporting customers using a SaaS, technology or platform-based product.
- Ability to investigate and troubleshoot first-line customer or technical support issues.
- Experience managing customers through onboarding, implementation and go-live.
- Strong stakeholder management skills, with the confidence to build trusted relationships at different levels.
- Experience delivering customer training, webinars, platform demonstrations or presentations.
- Ability to manage multiple customers, support requests and competing priorities.
- Clear written and verbal communication skills, including the ability to explain technical information in plain language.
- A proactive, organised and customer-focused approach to problem-solving.
- Comfortable collaborating with customers and colleagues across different markets and time zones.
Desirable
- Experience working with universities, Careers Services, Student Services or employability teams.
- Knowledge of the Australian and New Zealand higher education markets.
- Experience using JIRA or a similar ticketing and issue-management platform.
- Experience supporting customer retention, renewals or account growth.
- Familiarity with customer satisfaction, NPS, platform adoption and engagement metrics.
How Success Will Be Measured
- Customer satisfaction and NPS.
- First-response and issue-resolution times.
- Successful customer onboarding and go-live delivery.
- Platform adoption and customer engagement.
- Quality of university stakeholder relationships.
- Customer retention and renewal confidence.
- Identification of account-development opportunities.
- Feedback from webinars, training and customer community activity.
About You
You are a confident relationship builder who combines a genuine customer-first mindset with strong problem-solving skills.
You enjoy helping customers get the most from technology and are equally comfortable managing strategic relationships, delivering training and investigating technical support issues.
You will be:
- A clear, confident and engaging communicator.
- Highly organised and able to manage competing priorities.
- A collaborative and practical problem-solver.
- Adaptable and comfortable working in a growing, evolving environment.
- Detail-focused and committed to delivering strong customer outcomes.
- Curious and committed to continuous learning and professional development.