Job Description

Help aged care organisations get the most from their learning solutions.

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Altura Learning is seeking a proactive and customer-focused Customer Success Consultant to support the onboarding, training and ongoing success of our customers across the aged care sector.

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This role is ideal for someone who enjoys building relationships, delivering training and helping customers confidently use digital learning platforms and content to achieve their workforce development and compliance goals.

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You will work closely with customers from implementation through to ongoing adoption, ensuring they receive consistent support, achieve value from their solutions and have a positive experience with Altura Learning.

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About Altura Learning

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For more than 20 years, Altura Learning has created high-quality video and digital learning courses designed by industry experts and delivered through our award-winning learning platform.

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Our content covers areas including residential care, home care, dementia care, clinical practice, workforce capability and leadership.

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Proudly part of the Bolton Clarke Group, Australia's largest independent not-for-profit aged care provider, Altura Learning is trusted by more than 800 care providers and partners and supports over 150,000 learners worldwide.

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We operate across Australia, New Zealand, the United Kingdom and Ireland.

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About the role

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As Customer Success Consultant, you will support customers to successfully implement, adopt and use Altura Learning's platform and course content.

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You will guide new customers through onboarding, deliver training and webinars, respond to customer queries and monitor engagement to identify opportunities for greater adoption.

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Working closely with Account Management, Sales, Technical Customer Success, Product and Clinical teams, you will help create a seamless and consistent customer experience.

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Key responsibilities

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- Support the onboarding of new customers, including platform setup guidance, user configuration and implementation planning.
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- Educate customers on how to use the LMS and course content to achieve training, workforce capability and compliance objectives.
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- Deliver customer training sessions,



webinars and supporting resources.
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- Encourage platform adoption, active user engagement and course completion.
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- Build strong customer relationships and develop an understanding of each customer's needs, challenges and goals.
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- Act as a key point of contact for customer queries, providing timely and qualified support.
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- Coordinate with internal teams to resolve customer issues and ensure clear communication and follow-up.
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- Monitor customer usage, completion rates and engagement metrics.
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- Identify adoption challenges, customer risks and opportunities to improve outcomes.
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- Support customer retention by ensuring value is delivered and escalating emerging risks.
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- Maintain accurate customer records, activity and insights within the CRM and LMS.
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- Share customer feedback with Product, Content, Clinical and Commercial teams.
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- Contribute to the continuous improvement of customer success processes, resources and ways of working.
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About you

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You are organised, approachable and motivated by helping customers succeed.

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You communicate clearly, build trusted relationships and enjoy translating systems, content and processes into practical guidance for customers.

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You will ideally bring:

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- Experience in customer success, customer support, implementation, training or account coordination.
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- Experience working within a SaaS, subscription, education or digital learning environment.
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- Strong presentation and facilitation skills, including the confidence to deliver training and webinars.
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- The ability to understand customer needs and recommend practical solutions.
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- Strong written and verbal communication skills.
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- Excellent organisation, time management and attention to detail.
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- Confidence using CRM, LMS and online collaboration systems.
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- The ability to interpret customer usage and engagement data.
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- A collaborative approach and the ability to work across multiple internal teams.
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- A practical and solutions-focused mindset.
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Experience within healthcare, aged care, workforce education or compliance training will be highly regarded.

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A qualification in business, education, health or a related field is preferred but not essential.

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Systems experience

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Experience with some of the following systems will be advantageous:

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- HubSpot or another CRM
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- Learning management systems
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- Microsoft Teams or Zoom
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- Webinar platforms
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- Microsoft Excel or Google Sheets
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- Outlook or Gmail
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What success looks like

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Success in this role will include:

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- New customers completing onboarding smoothly and on time.
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- Customers confidently using the platform and course content.
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- Increased platform adoption, learner activity and course completion.
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- Customer queries and issues being resolved efficiently.
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- Accurate and timely customer records.
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- Early identification of customer risks and support needs.
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- Positive customer feedback and strong retention outcomes.
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- Effective collaboration across Customer Success, Sales, Account Management and Product teams.
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Why join Altura Learning?

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- Contribute to improved workforce capability and care outcomes across the aged care sector.
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- Support customers using meaningful and high-quality learning products.
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- Join a collaborative, purpose-driven and growing organisation.
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- Hybrid and flexible working arrangements.
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- Brand-new office in Belrose, Sydney.
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- Free onsite parking.
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- Two additional "As You Wish" leave days each year.
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- Be part of the broader Bolton Clarke Group.
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Essential requirements

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The successful candidate will be required to:

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- Complete a National Police Check and reference checks.
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- Hold valid Australian working rights.
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- Meet applicable aged care probity and suitability requirements.
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- Hold a valid driver's licence and undertake reasonable work-related travel where required.
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📌 Customer Success Consultant (Northern Beaches Council)
🏢 Altura Learning Australia
📍 Northern Beaches Council