Who we are

Rubric is a fast growing student engagement platform that is used across 110+ universities to over 2,000,000 students across Australia, New Zealand, Canada and the UK.

The team are expanding and are looking for passionate people to join the company.

Campus Life administrators (SU’s and SA’s) and Student Groups (Clubs & Societies) leverage

Rubric’s platform to widen access to funding, increase student participation and accelerate student engagement from enrolment to graduation. Rubric’s modular platform allows institutions to manage their administration needs and focus on student engagement initiatives,

to manage and improve student retention.

About the role

We are seeking a motivated and detail oriented Customer Success Manager to join our growing team. In this role, you will be the primary point of contact for our university customers,

ensuring they derive maximum value from our products/services and provide a positive NPS score. Assist our product engineers in understanding client demands and find solutions together, to deliver client success.

How we operate

We’re not your typical corporate structure with rigid processes and fixed job descriptions. We are a fast growing company where agility, adaptability, and ownership are key. Everyone on our team wears multiple hats, and we thrive in a dynamic environment where priorities shift,

challenges arise, and solutions are built on the go.

As a Customer Success Specialist, you won’t just be managing customer relationships, you’ll be a strategist, a problem solver, and an advocate for our users. You’ll collaborate closely with product, sales, and support to improve customer experiences, streamline onboarding, and drive retention. If you’re looking for a role where you can make a tangible impact, shape processes from the ground up, and grow alongside the company, this is the place for you.

We expect you to take initiative, work autonomously, and be comfortable navigating ambiguity.

In return, you’ll have the freedom to experiment, the chance to learn rapidly,



and a team that supports bold ideas. If you’re excited about building something meaningful in a fast-paced environment, we’d love to hear from you.

Key Responsibilities

● Customer Onboarding: Guide new customers through the onboarding process, ensuring they have a smooth and positive experience.

● Account Management: Maintain regular contact with customers, providing support,

answering questions, and ensuring they are fully utilizing our products/services.

● Customer Retention: Proactively identify potential issues and work to resolve them before they escalate, aiming to reduce churn and increase customer satisfaction.

● Product Training: Conduct product training sessions, both one on one and in group settings, to help customers maximize their understanding and usage of our offerings.

● Customer Feedback: Gather and analyze customer feedback, and work with the product engineers to implement improvements based on high priority customer needs.

● Software Issues & Bugs: Act as the primary contact for any software issues or bugs reported by customers. Work closely with the engineering team to ensure timely resolution of these issues.

● Technical Escalation & Feature Delivery: Possess the technical acumen to diagnose and triage complex issues, contributing to QA efforts and collaborating with the development team to test and roll out new features.

●Upselling & Product Adoption: Identify opportunities to upsell new features and product enhancements that align with customer goals, and work with customers to adopt these features to maximize value.

● Implementation Management: Manage the overall implementation of our products across all of our university stakeholders,



ensuring smooth deployment and adoption of the software.

● Activating Student Groups: Manage student group engagement and activation,

implementing strategies to make them active users of the club platform

● Reporting: Track and report on customer success metrics, including customer satisfaction, retention rates, and product usage.

● Collaboration: Work closely with sales, product, and engineering teams to ensure customer needs are met and to drive continuous improvement.

What we’re looking for

● Exceptional account management skills

● Ability to work and support different timezones

● Strong customer relationship/account management skills

● Ability to handle senior leaders and set expectations

● Travel to customers (Canada, UK, US, Australia)

● Exception problem solving skills

● Exceptional data analysis & slide work

● Ability to make data driven decisions

● Ability to train new customers and users + manage roll out schedules

● Motivated to get the user experience right.

● End to end performance optimizations.

● Previous customer success experience

● Previous startup experience.

● Bonus - Technical Skills Proficiency:

- SQL
- Data analysis/Advanced Excel

Expectations

● Frequent domestic and international travel

● Capable of hosting meetings with stakeholders, including C-suite clientele.

● Capable of training new customers/users, raising issues and managing schedules.

● Strong relationship building

● Actively involved in product planning with engineering team

● Proactively seeks additional work. Able to be self sufficient and contribute to team goals.

● Seeks to identify project risks and autonomously keeps projects on track. Keeps the team updated.

● Contributes outside their core projects, including code reviews, interviewing, and establishing company/engineering culture.

Remuneration

● Competitive Salary

● Perks:

- Flexible work arrangements
- $50/month convenience allowance

📌 Customer Success Manager (Sydney)
🏢 Rubric
📍 Sydney