Senior Customer Success Specialist

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 15,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 500+ 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 the highest-stakes relationships and raise how the whole team runs its book.
• Own the hardest book: Hold a segmented book weighted toward your highest-value or highest-risk families, and be the named contact they trust.
• Run the tough saves: Take the escalated save and renewal conversations, including the ones other reps couldn't turn around, and own the outcome.
• Drive outcomes: Own a success plan for every student in your book, 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 across the wider book, not just your own, and flag patterns before they become a trend.
• Support the team: Share what's working in your save and renewal conversations, and help newer reps prepare for their harder calls.
• 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

• Proven experience holding a book of relationships in success, account management, mentoring, or another high-touch role, including handling difficult retention conversations.
• Some experience coaching, mentoring or informally supporting more junior team members.
• Genuine energy for talking to students and families, seeing a check-in as the work, not a chore.
• Sharp instincts for reading early risk signals, in your own book and across the wider team's.
• Organised and proactive, with a track record of getting ahead of problems before they escalate.
• Warm, confident phone manner that makes a hard call feel personal, not scripted.
• 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

• Own the relationships that matter most and see the direct impact of getting them right.
• 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.