Senior Customer Success Specialist

Job description

Who We Are At Contour, we’re reshaping education, one student at a time. Born from the frustration of students who knew the system could be better, we set out to build what we once wished existed: tutoring that actually works. Not generic classes. Not recycled notes. Not overpriced, overcrowded rooms with an out-of-touch teacher who couldn’t relate. But a complete ecosystem of tutoring, resources, and support, meticulously designed to help every student reach their full potential. Since 2020, over 15,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 500+ team members. We’ve produced hundreds of 99+ ATARs, tutored the World-Record UCAT scorer, and placed more students into medical school than any school in Australia. Our growth is a testament to the simple philosophy: Put the student first, always. Everything we design, from our world-class tutor-training programs to our purpose-built campuses, exists to help students master content faster, perform with confidence, and even rekindle the joy of learning. Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential: Contour Education: Reshaping how students master their high school subjects with small-group tutoring, structured resources, and 1-on-1 support across Maths, Science, and English. Contour Medprep: Reshaping medical preparation with a proven, step-by-step pathway through the UCAT, interviews, and admissions, led by a team of 100+ medical students. Contour TestPrep: Reshaping test preparation, starting with the selective entry exam, through rigorous tutoring, mock exams, and data-driven feedback to give students a decisive advantage. This is Contour. Built by students, for students. What You'll Do You'll own the highest-stakes relationships and raise how the whole team runs its book. Own the hardest book: Hold a segmented book weighted toward your highest-value or highest-risk families, and be the named contact they trust. Run the tough saves: Take the escalated save and renewal conversations, including the ones other reps couldn't turn around, and own the outcome. Drive outcomes: Own a success plan for every student in your book, track progress at each check-in, and act early if a student isn't getting the results they came for. Get ahead of risk: Watch for early warning signs across the wider book, not just your own, and flag patterns before they become a trend. Support the team: Share what's working in your save and renewal conversations, and help newer reps prepare for their harder calls. Grow the relationship: Source academic feedback, close the loop with families, spot where more of Contour genuinely helps (an added subject, a sibling, MedPrep), and turn good experiences into referrals. What You'll Bring Proven experience holding a book of relationships in success, account management, mentoring, or another high-touch role, including handling difficult retention conversations. Some experience coaching, mentoring or informally supporting more junior team members. Genuine energy for talking to students and families, seeing a check-in as the work, not a chore. Sharp instincts for reading early risk signals, in your own book and across the wider team's. Organised and proactive, with a track record of getting ahead of problems before they escalate. Warm, confident phone manner that makes a hard call feel personal, not scripted. Comfortable with HubSpot and AI tools. Understanding of Australian school systems across states and year levels (VCE, HSC, QCE), or a fast learner who can pick it up. Melbourne-based across our Glen Waverley and CBD campuses , with a hybrid working setup. Why You'll Love It Own the relationships that matter most and see the direct impact of getting them right. Build real, lasting relationships with the families you support, not one-off transactions. Directly shape retention and student outcomes at a fast-growing company. Clear path for career development as Contour scales. Competitive salary plus hybrid flexibility, extra leave, EAP access, and lifestyle perks. How To Apply Apply now with your CV and a cover letter, then tell us more about yourself through a few quick questions. Application Process Submit your written application (CV and cover letter). Shortlisted candidates will complete a behavioural and video interview assessment. Final in-person interview. This is a full-time role (38 hours per week) paying $75,000-$90,000 + super. Your roster is confirmed once you're hired and sits within our campus operating hours. Own the toughest books. Set the bar for how it's done. You hold a book of the highest-value or highest-risk family relationships and protect their experience from onboarding through to results day. When a save conversation is genuinely hard, or a family's on the edge of walking, you're the one who runs it. When a newer team member is stuck on a re-enrolment call, you're the one they ask. You're not managing a queue, you're building trust with the same families over time, owning the hardest cases through to resolution, and helping the rest of the team get better at doing the same.