Portfolio Customer Success Manager

About the role

As a Portfolio Customer Success Manager, you will build relationships with customers, proactively solve their problems, enhance customer usage through data analysis and training, and expand the customer throughout the Linewize Suite. Your work will reduce customer churn, increase revenue, boost customer satisfaction, and promote customer success. You will have clear goals with the autonomy and support to achieve them while helping the company meet its objectives.

Responsibilities

• Ultimate ownership for retaining and increasing Annual Recurring Revenue (ARR) from existing customers within a defined territory.
• Build relationships and become a trusted advisor and advocate for the customer.
• Identify customer challenges early and work cross-functionally to address them.
• Maintain accurate CRM data for customers, including contact, product, and broader district data.
• Increase usage and grow customers within the Linewize Suite through upsell and cross-sell.
• Maintain a high retention rate within your customer base.
• Manage a portfolio of existing customers, increasing customer usage and addressing concerns via email, phone calls, meetings, and product check-ins.
• Support customer adoption of the Linewize Product Suite through solution-oriented support and expansion efforts.
• Increase customer satisfaction and enjoyment of the Linewize Product Suite.

Requirements

• 2+ years of Account Management or Customer Success experience, preferably in the technology or SaaS space.
• Experience supporting multiple products and expanding customers into new products (upsell/cross-sell).
• Bachelor’s degree or 4+ years of equivalent work experience.
• EdTech experience preferred.

Skills

• High level of business acumen.
• Proficiency with MS Office, Google Workspace, and CRM software.
• Excellent communication and presentation skills.
• Strong interpersonal skills and ability to build and maintain relationships.
• Ability to prioritize customers/projects and manage multiple escalations.
• Strong organizational and time management skills.
• Comfortable using data to inform outreach, calendar management, and task assignment.
• Desire to solve customer problems and grow customer usage and product base.
• Ability to work effectively as part of a team to ensure customer success.
• High level of empathy for both customers and internal stakeholders.

Benefits

• Employee Share Scheme.
• Enhanced holiday and family leave.
• Tech Allowance and more.

Pay

Salary guide: $65,000 - $75,000 with an On-Target Earnings (OTE) of $15,000-$20,000 plus benefits.

About us

Headquartered in Perth, Australia, with offices around the world, Qoria is an ASX-listed global leader in child digital safety technology and services. We operate under the Linewize brand in North America and Asia Pacific, the Smoothwall brand in the UK, the Qustodio brand in EMEA, and Qoria LK in Sri Lanka. Our solutions are used by schools, school districts, and parental communities to protect children from harmful online content, identify students at risk based on their digital behaviors, and help teachers maintain focus and safe learning environments in the digital classroom. Today, 30,000 schools and 7 million parents rely on our solutions to help keep 25 million children safe across 180 countries worldwide.