Who We Are Contour was founded in 2020 by students who saw that the quality of your education was basically a lottery. Teachers stretched thin by the system, learning materials that diverse from school to school, and support that stopped the moment you left the classroom. We began with 5 students in a room. Today 15,000+ students have trusted Contour as their academic partners, and we've grown to 500+ team members across 10 campuses in Australia. In 2025 we ranked #8 on the AFR Fast 100 of fastest-growing companies. We've produced hundreds of 99+ ATARs, tutored the world-record UCAT scorer, and placed 850+ students into medical and dental schools across Australia. Contour is made up of three brands:
• Contour Education → academic performance in high school
• Contour MedPrep → entry into medical and dental schools
• Contour TestPrep → entry into selective and scholarship schools Contour is 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. This is a full-time role (38 hours per week) paying $75,000-$90,000 + super. Your roster is confirmed once you're hired and sits within our campus operating hours.

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