Customer Success & Service Manager

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

We are looking for an experienced Customer Success & Service Manager to lead and develop a high-performing customer-facing team while driving customer satisfaction, retention, and growth across Tes' Australian customer base.

Reporting to the Head of Customer Value & Success, you'll lead a team of up to 15 Customer Success and Customer Service professionals and play a key role in shaping the customer experience. You'll partner closely with leaders across the business to ensure customers achieve maximum value from Tes while delivering strong commercial outcomes through retention, expansion, and advocacy.

This is an exciting opportunity to lead a large customer-facing team, influence strategic decision-making, and play a key role in the continued growth of a global EdTech organisation.

What's In It For You?

• Lead and develop a team of up to 15 customer-facing professionals
• Shape the future of customer success within a leading global EdTech business
• Drive meaningful customer and commercial outcomes
• Partner with senior stakeholders across Sales, Product, Marketing and Operations
• Hybrid working environment
• Competitive salary package + bonus opportunity
• Make a genuine impact on schools, educators and students

What You'll Do

• Lead, coach and develop a high-performing Customer Success and Customer Service team
• Build a culture of accountability, collaboration and customer excellence
• Develop and execute strategies that improve customer adoption, engagement, retention and satisfaction
• Oversee customer service operations and ensure a consistently high standard of customer support
• Monitor customer health and drive retention initiatives to reduce churn
• Identify opportunities to grow customer value through upsell and cross-sell activity
• Manage complex customer escalations and drive successful outcomes
• Analyse customer feedback and performance metrics to identify trends and opportunities
• Provide insights and recommendations to senior leaders on customer and commercial performance
• Lead continuous improvement initiatives that enhance customer experience, scalability and team effectiveness

What You'll Bring

• Experience leading Customer Success, Customer Service, Account Management or Customer Experience teams
• Proven success improving customer retention, satisfaction and revenue growth
• Strong people leadership skills with a track record of developing high-performing teams
• Experience managing customer health, retention and growth metrics
• Commercial acumen and the ability to identify opportunities to increase customer value
• Exceptional stakeholder management and relationship-building skills
• Strong analytical and problem-solving capabilities with a data-driven approach
• Excellent communication and influencing skills
• Experience in SaaS, technology, subscription-based businesses or EdTech environments will be highly regarded
• Experience using CRM and customer success platforms

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.