Customer Success Manager

Customer Success Manager (Maternity Cover) Add expected salary to your profile for insights Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry. Company Overview Veracross is a growing, values‑led community of 350 employees in the US, UK, and Australia, supporting 3,200+ schools in 60 countries. We offer five product brands: Veracross SIS, Magnus Health, Digistorm, Epraise, and Firefly. Role Summary The Customer Success Manager (CSM) is a strategic business partner to our customers, responsible for the successful adoption of the software, long‑term success, happiness, and retention of Veracross customers. This is an 8‑month fixed‑term contract (Maternity Cover Position). The CSM proactively monitors customer health, assesses needs to promote Veracross products, serves as an escalation path for broader business complaints, and coordinates with internal teams—including support, implementations, and product management/engineering—to create action plans for resolution. A commitment to quality service, customer satisfaction, and a hyper‑focus on reducing churn is required. Responsibilities Partner with an assigned portfolio of customers to identify needs, uncover opportunities, and develop strategic account goals Build relationships with assigned customers and promote goodwill between customers and Veracross, interacting via email, ticketing, or phone. Drive customer retention and manage churn through awareness of customer goals and proactive monitoring of customer health and satisfaction, utilising available resources to identify and address barriers to successful adoption and expansion. Assess customer business needs to suggest alternative products and/or services to drive long‑term success within the software, passing potential leads for incremental software needs to the sales teams. Serve as an escalation path for customers, working with the customer to identify and remove barriers and coordinating with internal resources to expedite resolutions or develop action plans as needed. Collaborate with internal teams, partnering with Implementation, Support, Sales and Finance to align on account strategy to ensure successful use of the software and maximise account renewal opportunities. Partner with Veracross Support to position both the team and customers for success; building and maintaining trust with the support team and championing the team when working with customers, and documenting and educating the team when unique customer cases arise. Assist with project management and implementation of smaller modules, product conversions, or upgrades. Requirements Bachelor’s Degree or equivalent customer service experience 3+ years of experience working in SaaS customer success, account management, technical support, or other post‑sales services Experience working in high‑energy customer‑facing roles Demonstrated success in multitasking and managing multiple accounts Demonstrated success providing outstanding client/customer service, evidenced by strong customer satisfaction or retention Demonstrated excellent written and verbal communication skills Demonstrated problem‑solving and analytical skills, able to identify issues with a customer’s experience and propose lasting solutions Demonstrated ability to operate independently with minimal guidance while performing duties Experience working within a collaborative team environment and contributing to positive company culture Industry knowledge of the K‑12 private school sector and other education SaaS products is a plus Benefits The best tools to get the job done When you join Veracross, you receive a MacBook Pro, a 32‑inch monitor, an adjustable desk, and a Herman Miller chair for the office. 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 to expand your skills as the business grows. Work/life balance Management encourages taking hour‑long lunches, finishing on time, and supports a life outside of work. You can take the day off for your birthday and receive a $100‑a‑year wellness allowance. Flexibility Veracross offers a flexible working environment with hybrid options (work from home and the office). Make a difference Our work contributes positively to schools, students, and families worldwide. Snacks, drinks & coffee At Veracross’ Gold Coast HQ, a coffee machine, snack bar, and fully stocked drinks fridge keep energy levels high—veggie chips, kombucha, almond milk, cookies, and more. 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 that promotes cross‑team communication and a collaborative environment. Join staff for lunchtime surfing or grab a burger by the beach. #J-18808-Ljbffr