CUSTOMER SUCCESS MANAGER (AUSTRALIA)

At peopleworth, we support work where people and performance thrive. As part of our Employer Group, we work with a variety of forward-thinking partners and are excited to share this opportunity that sits within our growing group. Role Overview We are seeking a Customer Success Manager / Student Success Manager to help learners thrive in their professional learning journey within a digital education environment. This role focuses on ensuring students are fully supported from onboarding to completion, maintaining high engagement and satisfaction throughout. You will play a vital role in driving learner success through proactive communication, problem-solving, and collaboration with internal teams and learning facilitators. Key Responsibilities • Act as the primary point of contact for learners from onboarding through course completion • Conduct 1:1 and group learner support sessions across multiple time zones • Guide learners in structuring study plans and managing progress toward completion • Identify and address learning or engagement challenges early, offering practical solutions • Maintain clear and responsive communication via email, chat, and video calls • Collaborate with facilitators, mentors, and career coaches to ensure learner goals are met • Monitor learner performance and engagement using tracking tools and reports • Collect and analyse learner feedback to recommend process improvements • Provide alumni support and foster a sense of community among past participants • Relevant Bachelor’s degree or equivalent experience • Minimum of 3 years’ experience in student support, customer success, or learner engagement within education or training environments • Demonstrated ability to build rapport and communicate effectively with diverse learner groups • Strong organisational and administrative skills, with attention to detail • Experience facilitating online sessions or coaching learners (preferred) • Familiarity with digital education platforms and online learning environments • Empathetic, proactive, and able to handle sensitive information with professionalism • A strong sense of accountability and ownership of learner outcomes • Fully remote role with flexible working environment • Collaborative, people-centred performance culture • Opportunity to contribute to meaningful learner outcomes in a growing digital education sector • Professional growth within a purpose-driven Employer Group Our Recruitment Process The peopleworth Employer Group follows a fair, transparent, and multi-stage recruitment process designed to ensure mutual fit. • Application Submission: Complete the online form and answer brief application questions. • Initial Screening: Applications are reviewed for role alignment; successful candidates move to the longlist. • Video Interview Stage: You’ll record short responses to 3–4 role-specific questions. • Live Interviews: Shortlisted candidates attend first-round interviews (and, if applicable, further rounds). • Final Shortlist & Verification: Reference and background checks are completed. • Offer & Contracting: Successful candidates receive formal offers and contract documents. • Pre-boarding & Onboarding: Once accepted, you’ll complete a pre-boarding process before officially joining your employing organisation within the Employer Group. Throughout every stage, we value clear communication, respectful engagement, and timely feedback.