Job Description

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Own the toughest books. Set the bar for how it's done.

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You hold a book of the highest-value or highest-risk family relationships and protect their experience from onboarding through to results day. When a save conversation is genuinely hard, or a family's on the edge of walking, you're the one who runs it. When a newer team member is stuck on a re-enrolment call, you're the one they ask.

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You're not managing a queue, you're building trust with the same families over time, owning the hardest cases through to resolution, and helping the rest of the team get better at doing the same.

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nWho We Are n
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At Contour, we’re reshaping education, one student at a time.

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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.

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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.

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Our growth is a testament to the easy 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.

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Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential:

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- 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.
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- 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.
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- 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.
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This is Contour. Built by students, for students.

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nWhat You'll Do n
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You'll own the highest-stakes relationships and raise how the whole team runs its book.

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- Own the hardest book: Hold a segmented book weighted toward your highest-value or highest-risk families, and be the named contact they trust.
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- Run the tough saves: Take the escalated save and renewal conversations, including the ones other reps couldn't turn around, and own the outcome.
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- 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.
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- 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.
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- Support the team: Share what's working in your save and renewal conversations, and help newer reps prepare for their harder calls.




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- 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.
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nWhat You'll Bring n
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- Proven experience holding a book of relationships in success, account management, mentoring, or another high-touch role, including handling difficult retention conversations.
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- Some experience coaching, mentoring or informally supporting more junior team members.
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- Genuine energy for talking to students and families, seeing a check-in as the work, not a chore.
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- Sharp instincts for reading early risk signals, in your own book and across the wider team's.
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- Organised and proactive, with a track record of getting ahead of problems before they escalte.
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- Warm, confident phone manner that makes a hard call feel personal, not scripted.
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- Comfortable with HubSpot and AI tools.
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- Understanding of Australian school systems across states and year levels (VCE, HSC, QCE), or a fast learner who can pick it up.
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- Melbourne-based across our Glen Waverley and CBD campuses , with a hybrid working setup.
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nWhy You'll Love It n
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- Own the relationships that matter most and see the direct impact of getting them right.
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- Build real, lasting relationships with the families you support, not one-off transactions.
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- Directly shape retention and student outcomes at a fast-growing company.
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- Clear path for career development as Contour scales.
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- Competitive salary plus hybrid flexibility, extra leave, EAP access, and lifestyle perks.
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75,000 - 90,000 AUD per year(Melbourne CBD)

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#J-18808-Ljbffr

📌 Senior Customer Success Specialist (Victoria)
🏢 Contour Education
📍 Victoria