Customer Service Manager (Saas)

aXcelerate is a leading SaaS provider, with our Student and Learning Management System powering millions of learners' course and competency records nationwide. As an industry leader, we’re on an exciting growth journey, transforming the way training providers and employers manage and support their learners.

Recognised as a Great Place to Work for three years running, we have a culture where people feel valued and supported to thrive. With ambitious growth plans and countless opportunities to develop your career, there’s never been a better time to join our team and help us shape the future of education technology.

The Opportunity

As a Customer Success Manager, you will help customers maximise value from our platform by delivering scalable, digital-first engagement strategies throughout their lifecycle.

Working within a fast-paced SaaS environment, you'll drive product adoption, customer satisfaction, and retention through automation, data-driven insights, and targeted customer programs.

Partnering closely with Product, Marketing, and Support, you'll create consistent, high-quality customer experiences at scale while reducing reliance on traditional high-touch engagement. This is an excellent opportunity for someone who is customer-centric, commercially minded, and passionate about using technology and data to drive customer success.

What You Will Do

• Digital engagement: Manage a large customer portfolio using automated and scalable communication strategies, including email campaigns, one to many events, and digital lifecycle journeys.
• Customer insights & risk reduction: Monitor health scores and product-use metrics; identify risk indicators; and deploy automated interventions to reduce churn and increase adoption.
• Digital education: Create and deliver content such as webinars, that empower customers to self-serve effectively.
• Cross-functional collaboration: Share customer insights with Product, Support and Marketing to enhance feature adoption, reduce escalations and improve user experience.
• Continuous improvement: Refine automation workflows, contribute to digital success strategies and influence the maturity of our digital engagement model.

About You

• Min 2 years’ experience in Customer Success or a digital engagement role.
• Proven ability to manage large customer portfolios using scalable, automated communication methods.
• Strong understanding of customer lifecycle management and product adoption strategies.
• Comfortable interpreting data, usage metrics and health indicators to inform action.
• Experience developing or delivering digital content (email campaigns, webinars, guides, etc.).
• Proficiency with CRM and automation platforms (e.g., HubSpot or similar).
• Able to manage competing priorities and deliver consistently at scale.
• Calm, structured approach to managing escalations and problem-solving.
• Highly proactive with strong ownership and follow-through; comfortable in iterative, data-driven environments.
• Experience in EdTech and SaaS; exposure to cross-functional collaboration; and/or contributing to a scaling Customer Success function (desirable)

What We Offer

• A central location, close to public transport, cafes and shops, with free on-site parking available.
• A vibrant, supportive and team-oriented culture, with regular team activities and social events.
• Opportunities for flexible and hybrid working.
• A focus on professional development and learning, with access to our LMS, external and internal training opportunities and your own personal annual PD budget.
• Access for you and your family to an Employee Assistance Program and resources.
• Cash back offers and discounts on popular brands through our Employment Hero app.
• Discounted gym membership and Pilates Class offers to support your health and wellbeing.
• Opportunities for career development with well defined career pathways across the business.
• Proud members of Women in Technology with access to networking events, professional development opportunities and resources.

How To Apply

Please submit an up-to-date resume which outlines your suitability for the role.

We're looking for individuals who resonate with our values - H.E.A.R.T.: Honesty, Empathy, Acceptance, Respect, and Trust, whilst also bringing a unique perspective to their work.

We are committed to promoting diversity in the workplace and encourage people from all backgrounds to apply.

If you require any reasonable adjustments during the application process, please let us know by emailing ***email_hidden***

aXcelerate acknowledges the Traditional Owners of the land where we work, live and learn and we pay our respects to Elders past, present and emerging. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land. We are committed to fostering learning and development in the communities that we serve.