Customer Support Manager (Maternity Cover)

Company OverviewVeracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.We are a growing, values-led community of 350 employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. And we're succeeding! As of early 2025, we are supporting 3200+ schools in 60 countries.Veracross is five product brands in one global tech companyVeracross SIS is a one-person, one-record school management platformMagnus Health provides cloud-based Student Health Record (SHR) solutionsDigistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm AppsEpraise incentivises student well-being and connects teachers, students, and familiesFirefly provides an online learning space for students and teachersRole SummaryNote: this is an 8-month fixed-term contract (Maternity Cover Position)The Customer Success Manager (CSM) is a strategic business partner to our customers, responsible for the successful adoption of the software and the long-term success, happiness, and retention of Veracross customers.They proactively monitor customer health and assess needs to promote Veracross products, ensuring customers maximise the value of the Veracross software. They serve as an escalation path for customers to resolve broader business complaints and coordinate with internal teams, including support, implementations and product management/engineering to create action plans for resolution.A commitment to quality service and customer satisfaction with a hyper-focus on reducing churn is required.ResponsibilitiesPartner 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 phoneDrive customer retention and manage churn through an 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 teamsServe 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 neededCollaborate 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 RequirementsBachelor's Degree or equivalent customer service experience3+ years of experience working in SaaS customer success, account management, technical support, or other post-sales servicesExperience working in high-energy customer-facing rolesDemonstrated success in multitasking and managing multiple accountsDemonstrated success providing outstanding client/customer service, evidenced by strong customer satisfaction or retentionDemonstrated excellent written and verbal communication skillsDemonstrated problem-solving and analytical skills, able to identify issues with a customer's experience and propose lasting solutionsDemonstrated ability to operate independently with minimal guidance while performing your dutiesExperience working within a collaborative team environment and contributing to positive company cultureIndustry knowledge of the K-12 private school sector and other education SaaS products a plusBenefitsThe 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 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 allowing your skills to grow as the business grows.Work/life balanceManagement 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?FlexibilityVeracross offers a flexible working environment, hybrid options (work from home and the office.)Make a differenceOur work makes a positive contribution to our schools, their students and their families around the world!Snacks, drinks & coffeeDigistorm'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.CultureThe 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.