Job Description
IXL Learning, developer of personalised learning products used by millions of people globally, is seeking an upbeat, customer-focused, and analytical individual to join our team. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our software applications. This role is a key part of that mission, blending customer support with proactive account management to foster strong, long-term relationships and drive customer retention. #LI-TL2
In this role, you will serve as a trusted partner to schools across Australia by delivering proactive account management, hands-on implementation support, and exceptional customer service. You will work directly with teachers and school leaders, clearly communicating our solutions, addressing questions, and ensuring a seamless experience from initial rollout to long-term success.
As the primary point of contact for your assigned schools, you will monitor engagement, uncover opportunities to deepen usage, and drive satisfaction that supports our strong 85% renewal rate and contributes to our remarkable 100% year-over-year growth in Australia. You will also collaborate closely with our sales, account management, professional learning, engineering, and product design teams to provide valuable customer insights to help shape ongoing product improvements and enhance the overall experience for educators nationwide. #LI-REMOTE
This is a full-time remote position for candidates living in Sydney NSW, Australia. #LI-SYDNEY
WHAT YOU'LL BE DOING
Account Management -
Proactively engage schools with expiring subscriptions through phone, video calls, and targeted outreach to support smooth renewals within your assigned territory
Build and maintain strong relationships with key decision makers to ensure consistent engagement and satisfaction throughout the subscription cycle
Develop a deep understanding of each school's needs and priorities to deliver a best-in-class customer experience and maximise usage and impact
Accurately document all customer interactions, activities, and opportunities within Salesforce
Serve as a key liaison between customers and internal teams; including Sales, Contracts, Legal, Finance, and Operations to ensure seamless service and support
Develop and maintain a high level of expertise across all product features and functionality
Use your product knowledge to guide schools through effective implementation, including data reviews, webinars, onboarding sessions, and professional learning opportunities
Provide practical best-practice recommendations to help teachers and administrators integrate IXL into daily instruction
Serve as the primary point of contact for customers in Australia, including managing the helpdesk hotline
Troubleshoot customer issues and provide clear, accurate solutions or workarounds
Gather customer feedback, feature requests, and product insights, and ensure they are communicated to Technical Support and relevant product teams
WHAT WE'RE LOOKING FOR
Bachelor's degree
3+ years of experience in customer service or account management; teaching/tutoring experience is a plus
Strong written and oral communication skills
Exceptional critical thinking, research, and problem-solving skills
Ability to prioritise tasks and work efficiently
Energetic, positive person who works well independently and with a team
Detail-oriented and exceptionally organised
Quick learner who demonstrates initiative
Passion for improving education through technology!
ABOUT IXL LEARNING
IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example:
1 in 4 students in the United States uses IXL.com
Rosetta Stone provides an immersive learning experience for 25 languages
Wyzant is the nation's largest community of tutors, covering 300+ subjects
Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources
Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team.
At IXL, we value diversity in age, race, ethnicity, gender, ****** orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an equal opportunity employer and does not discriminate against applicants and employees based on any legally protected category.
In this role, you will serve as a trusted partner to schools across Australia by delivering proactive account management, hands-on implementation support, and exceptional customer service. You will work directly with teachers and school leaders, clearly communicating our solutions, addressing questions, and ensuring a seamless experience from initial rollout to long-term success.
As the primary point of contact for your assigned schools, you will monitor engagement, uncover opportunities to deepen usage, and drive satisfaction that supports our strong 85% renewal rate and contributes to our remarkable 100% year-over-year growth in Australia. You will also collaborate closely with our sales, account management, professional learning, engineering, and product design teams to provide valuable customer insights to help shape ongoing product improvements and enhance the overall experience for educators nationwide. #LI-REMOTE
This is a full-time remote position for candidates living in Sydney NSW, Australia. #LI-SYDNEY
WHAT YOU'LL BE DOING
Account Management -
Proactively engage schools with expiring subscriptions through phone, video calls, and targeted outreach to support smooth renewals within your assigned territory
Build and maintain strong relationships with key decision makers to ensure consistent engagement and satisfaction throughout the subscription cycle
Develop a deep understanding of each school's needs and priorities to deliver a best-in-class customer experience and maximise usage and impact
Accurately document all customer interactions, activities, and opportunities within Salesforce
Serve as a key liaison between customers and internal teams; including Sales, Contracts, Legal, Finance, and Operations to ensure seamless service and support
Develop and maintain a high level of expertise across all product features and functionality
Use your product knowledge to guide schools through effective implementation, including data reviews, webinars, onboarding sessions, and professional learning opportunities
Provide practical best-practice recommendations to help teachers and administrators integrate IXL into daily instruction
Serve as the primary point of contact for customers in Australia, including managing the helpdesk hotline
Troubleshoot customer issues and provide clear, accurate solutions or workarounds
Gather customer feedback, feature requests, and product insights, and ensure they are communicated to Technical Support and relevant product teams
WHAT WE'RE LOOKING FOR
Bachelor's degree
3+ years of experience in customer service or account management; teaching/tutoring experience is a plus
Strong written and oral communication skills
Exceptional critical thinking, research, and problem-solving skills
Ability to prioritise tasks and work efficiently
Energetic, positive person who works well independently and with a team
Detail-oriented and exceptionally organised
Quick learner who demonstrates initiative
Passion for improving education through technology!
ABOUT IXL LEARNING
IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example:
1 in 4 students in the United States uses IXL.com
Rosetta Stone provides an immersive learning experience for 25 languages
Wyzant is the nation's largest community of tutors, covering 300+ subjects
Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources
Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team.
At IXL, we value diversity in age, race, ethnicity, gender, ****** orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an equal opportunity employer and does not discriminate against applicants and employees based on any legally protected category.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Success Associate, Australia position is now open for candidates interested in the Customer Care sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
