Student Success Representative

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 10,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 300+ 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 a segmented book of family relationships and be accountable for their retention and results. Onboard new families: Run onboarding for every new family so from day one they know who has them and what comes next. Own your book: Be the named contact for your families, running a proactive cadence and termly check-ins matched to each family's value and risk. Drive outcomes: Own a simple success plan for every student, 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, run save and renewal conversations with care, and own re-enrolment for your book. 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 Experience holding a book of relationships in success, account management, mentoring, or another high-touch role. Genuine energy for talking to students and families, seeing a check-in as the work, not a chore. Organised and proactive, with a track record of getting ahead of problems. Strong instincts for reading early risk signals in a relationship. Warm, confident phone manner that makes a call home feel personal. 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 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. Own the relationship. Protect the outcome. You hold a book of family relationships and protect their experience from onboarding through to results day. This is proactive work: connecting with families, running genuine check-ins, and stepping in early for anyone at risk of leaving. When you do it well, families stay, re-enrol, and tell their friends. You're not managing a queue, you're building trust with the same families over time and owning the hard cases through to resolution. This role sits at the centre of a student's entire journey with Contour, from the excitement of their first onboarding call through every check-in, wobble and win along the way. You'll know your families by name, understand what's really going on behind the numbers, and be the reason they choose to stay another year rather than drift away quietly. We're open to both full time and part time applicants.