We are looking for a highly skilled and experienced customer success representatives.

Preferably you have worked in an EdTech or SaaS environment in a similar Customer Success Role where great service, onboarding, account management, and account expansion are your strengths.

We need you to help drive an incredibly important initiative aimed at tackling the national youth vaping crisis.

Be part of a great team dedicated to promoting youth mental health and wellbeing and changing young people’s relationship with alcohol, drugs, vaping, and tobacco.

This competitively remunerated, full-time role, is for hire in March/April 2025

About OurFutures Institute

Our Futures Institute is a not-for-profit organisation providing online, evidence-based drug, alcohol, vaping, tobacco, and mental health education courses to high school students. The programs were developed by researchers at The University of Sydney and utilise social influence and harm minimisation approaches to drive positive behaviour change.

Did you know 1 in 6 high school students have vaped recently? That 12-year-olds who have vaped are 29 times more likely to go on to try cigarette smoking? Youth vaping is on the rise, and youth cigarette smoking along with it. A new generation of nicotine addicts awaits if we do nothing. We need to stop this alarming trend in its tracks and you could play a critical role in addressing a major health issue for young people in Australia.

The successful roll-out of our Vaping prevention and other programs within schools will have a significant impact on the wellbeing and potential of young people in Australia.

The School Support/Customer Success Representative will be based at the Sydney University Knowledge Hub in Camperdown.

The position offers a great opportunity for someone who has excellent customer support/customer success experience, extensive onboarding and relationship-building prowess and outstanding business acumen and team skills. You must be highly focused and driven and able to work in a fast-paced environment delivering brilliant results to achieve business and personal success.

As School Support/Customer Success Representative, you will be on the front-line, supporting teachers, school leaders, wellbeing leaders, clinical nurses, and health professionals.

School Support / Customer Success Key Tasks:

• Assist new customers with the onboarding process via email, telephone, as well as delivering introductory webinars or Zoom demonstrations
• Resolve customer support queries in a timely and efficient manner
• Help to develop internal processes to ensure the best possible customer experience, and drive optimal adoption and customer satisfaction
• Develop and maintain documentation, policies & procedure guidelines for all customer operations; conduct compliance tasks
• Acquire, record and relay customer feedback to the team
• Work with the research team and technical team to escalate issues as appropriate
• Working with existing customers to develop sales opportunities to expand our programs into schools
• Managing new leads through the sales process if applicable; setting appointments, following up on leads, and tracking progress towards meeting our sales goals.
• Developing new opportunities through cold calling and cold email within schools, teachers, and school leaders to expand our offering and achieve increased footprint within schools - and therefore increasing our impact.

ABOUT YOU

Essential:

• Excellent phone manner; as the first point of contact for school teachers or principals.
• Previous experience in a similar customer support role is mandatory. We really need someone who has been there and done that.
• Have you worked in Software As A Service Sales? Or perhaps for an EdTech?
• Phone phone phone. We get phone and email details in our enquiries and you will be expected to respond to prospects by phone in a timely (read quick) manner when they reach out. In education, our clients are very busy, so you will love the idea of trying to call them a number of times.
• A deep motivation to help existing and new prospects to adopt and implement our online program successfully.
• Strong written and verbal communication skills
• Did we mention phones? You’d rather phone than email!
• Strong relationship management and ability to work closely with internal and external teams.
• Proven ability to work to metrics. Someone driven by data and output.
• Excellent organisational skills and strong attention to detail.
• Obsessed with entering data and keeping things accurate and up to date on CRM.
• Take a high degree of ownership of your work and how you will have an impact.
• Strong listening skills; open to input from other team members
• Experience working with CRM (HubSpot experience preferred), support platforms and office tools
• A strong alignment with the vision of OurFutures and with evidence-based education principles

Desirable:

• Understanding of the education market
• Understanding of SaaS B2B organisations
• Experience with customer renewals and upsell/cross sell tasks

ABOUT THE ROLE

• Salary will be based upon experience and suitability to the role but will be competitively packaged.
• Hybrid work - this role requires being in the office three times a week (Tuesday, Thursday, and one other day) at the Sydney Knowledge Hub, University of Sydney, Camperdown NSW.
• For a start date in late March / early April, 2025.
• Willingness to work outside of hours when required, related mostly to schools in other states (i.e. supporting WA schools)
• Competitive base.
• 11.5 % superannuation
• Charity salary packaging for everyday living expenses (including rent/mortgage payments)
• Dog-friendly office
• Rapidly growing EdTech start-up. Supportive, professional and dynamic team.