Customer Success Specialist

• Assist faculty in implementing and integrating Jacaranda's whole-school digital solutions and institutional licences
• Conduct face-to-face and virtual training and check-ins
• Track engagement and usage to identify gaps, red flags, and retention or expansion opportunities
• Own a territory-level retention target by formulating and executing retention strategies
• Health-check key contacts and promote relevant new features
• Work with school IT teams to test integrations before adoption
• Manage post-adoption setup, account creation, fulfilment, and access provisioning
• Act as the go-to expert on Jacaranda's digital solutions and integrated/intermediary platforms
• Provide access and technical support, logging and escalating issues to the development team
• Identify trends indicating larger technical problems
• Maintain account and engagement records in Salesforce
• Feed customer intelligence back to product, publishing, and marketing teams
• Confirm re-adoption with school leaders during Terms 2–4, including SLAs and Purchase Orders
• Collaborate with Sales, marketing, technology, and publishing teams

• Experience in a Sales, Customer Success, or similar customer-facing role, with a customer-service orientation
• Ability to present effectively in group and one-on-one settings
• Experience supporting digital platforms and training users
• Self-starter with strong listening and execution skills
• Basic understanding of customer success and retention strategies
• Must be eligible to obtain a Working with Children Check
• Requires a driver's licence and car, with travel to schools multiple times a week at peak periods
• General awareness of digital learning products and services
• Strong written and verbal communication, with the ability to lead effective presentations to both large groups and individuals
• Ability to follow structured sales and support processes
• Familiarity with CRM platforms, preferably Salesforce, and aptitude for learning in-house systems
• Time management and organizational skills
• Adaptability in a fast-paced environment
• Courtesy and professionalism in customer interactions
• Calm, steady approach to problem-solving with strong critical thinking skills
• Desirable: experience teaching or working in a high school environment
• Desirable: experience using Learning Management Systems

• Meeting-free Friday afternoons
• Professional development opportunities
• Employee programs supporting community, learning, and growth
• Comprehensive benefits package
• Competitive compensation
• Reasonable accommodation for applicants with disabilities
• Internal mobility opportunities