Student Success Representative
HybridMelbourne, Victoria, Australia or Glen Waverley, Victoria, Australia
Job Summary
Own a segmented book of family relationships and be accountable for their retention and results. Onboard new families by running onboarding calls so they know who has them and what comes next. Run a proactive cadence of termly check-ins matched to each family's value and risk, acting early if a student isn't getting the results they came for. Watch for early warning signs, run save and renewal conversations, and own re-enrolment for your book. Source academic feedback, close the loop with families, and turn good experiences into referrals by identifying opportunities for added subjects or MedPrep. This role sits at the centre of a student's entire journey with Contour, from onboarding through to results day. You'll know your families by name and be the reason they choose to stay another year rather than drift away.
Required Qualifications
- Experience holding a book of relationships in success, account management, mentoring, or another high-touch role
- Genuine energy for talking to students and families
- Organised and proactive
- Track record of getting ahead of problems
- Strong instincts for reading early risk signals in a relationship
- Warm, confident phone manner
- 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
- Hybrid working setup
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