Head of Customer Success

About Tes

Tes 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 Opportunity

You will own Net Revenue Retention (NRR) as the core metric—driving retention while building a disciplined, repeatable motion for cross-sell and up-sell across the existing customer base.

Alongside delivering commercial outcomes, you will lead a full transformation of Customer Success; introducing structured frameworks, early churn prediction, and the operating rhythm required to support continued regional growth.

This is a player-coach role. You will lead the team while personally owning key strategic accounts, operating as a senior commercial partner to customer leadership and setting the standard for how Customer Success shows up.

Key Responsibilities

Commercial Ownership (NRR / ARR)

• Own Net Revenue Retention across ANZ
• Drive proactive retention and reduce churn
• Build and convert cross-sell and up-sell opportunities
• Partner with Sales on renewals and expansion

Customer Success Transformation

• Design and implement a scalable, proactive CS operating model
• Introduce churn prediction frameworks and account health scoring
• Build structured playbooks across onboarding, adoption, renewal, and expansion
• Establish consistency in how Customer Success is delivered

Executive Engagement

• Act as a senior commercial partner to key stakeholders
• Own and defend strategic, high-value accounts
• Lead conversations that surface expansion opportunities earlier

Team Leadership

• Lead, coach, and develop the Customer Success team
• Lift capability, accountability, and performance standards
• Build capacity in line with regional growth

Customer Experience

• Own the end-to-end post-sale journey
• Improve customer satisfaction and engagement
• Build a base of strong customer advocates

About You

You will bring:

• Proven experience owning NRR/ARR and delivering commercial growth
• A track record of building or transforming a Customer Success function
• Strong retention, churn mitigation, and expansion experience
• Confidence operating at senior stakeholder level
• Experience leading and developing high-performing teams
• A player-coach mindset, comfortable owning accounts while leading a function

Nice to have:

• Experience in complex or multi-product environments
• Exposure to CS tooling (e.g. Salesforce, Gainsight)
• Background in education, EdTech, or similar sectors

Why Tes

Our 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 Worldwide

Whether 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