Customer Success Associate, Australia

IXL Learning, developer of personalised learning products used by millions of people globally, is seeking an upbeat, customer-focused, and analytical individual to join our team. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications. This role is a key part of that mission, blending customer support with proactive account management to foster strong, long-term relationships and drive customer retention. #LI-TL2

In this role, you will serve as a trusted partner to schools across Australia by delivering proactive account management, hands-on implementation support, and exceptional customer service. You will work directly with teachers and school leaders, clearly communicating our solutions, addressing questions, and ensuring a seamless experience from initial rollout to long-term success. #LI-REMOTE

As the primary point of contact for your assigned schools, you will monitor engagement, uncover opportunities to deepen usage, and drive satisfaction that supports our strong 85% renewal rate and contributes to our remarkable 100% year-over-year growth in Australia. You will also collaborate closely with our sales, account management, professional learning, engineering, and product design teams to provide valuable customer insights to help shape ongoing product improvements and enhance the overall experience for educators nationwide.

This is a full-time remote position for candidates living in Sydney NSW, Australia. #LI-SYDNEY

WHAT YOU'LL BE DOING

• Account Management - 
• Proactively engage schools with expiring subscriptions through phone, video calls, and targeted outreach to support smooth renewals within your assigned territory  
• Build and maintain strong relationships with key decision makers to ensure consistent engagement and satisfaction throughout the subscription cycle
• Develop a deep understanding of each school’s needs and priorities to deliver a best-in-class customer experience and maximise usage and impact
• Accurately document all customer interactions, activities, and opportunities within Salesforce
• Serve as a key liaison between customers and internal teams; including Sales, Contracts, Legal, Finance, and Operations to ensure seamless service and support
• Develop and maintain a high level of expertise across all product features and functionality
• Use your product knowledge to guide schools through effective implementation, including data reviews, webinars, onboarding sessions, and professional learning opportunities
• Provide practical best-practice recommendations to help teachers and administrators integrate IXL into daily instruction
• Serve as the primary point of contact for customers in Australia, including managing the helpdesk hotline
• Troubleshoot customer issues and provide clear, accurate solutions or workarounds
• Gather customer feedback, feature requests, and product insights, and ensure they are communicated to Technical Support and relevant product teams

WHAT WE'RE LOOKING FOR

• Bachelor’s degree
• 2+ years of experience in customer service or account management; teaching/tutoring experience is a plus
• Strong written and oral communication skills
• Exceptional critical thinking, research, and problem-solving skills
• Ability to prioritise tasks and work efficiently
• Energetic, positive person who works well independently and with a team
• Detail-oriented and exceptionally organised
• Quick learner who demonstrates initiative
• Passion for improving education through technology!