Student Success Representative

Own the relationship. Protect the outcome.

You hold a book of family relationships and protect their experience from onboarding through to results day. This is proactive work: connecting with families, running genuine check-ins, and stepping in early for anyone at risk of leaving. When you do it well, families stay, re-enrol, and tell their friends.

You're not managing a queue, you're building trust with the same families over time and owning the hard cases through to resolution.

This role sits at the centre of a student's entire journey with Contour, from the excitement of their first onboarding call through every check-in, wobble and win along the way. You'll know your families by name, understand what's really going on behind the numbers, and be the reason they choose to stay another year rather than drift away quietly.

We're open to full-time (38 hours per week) and part-time candidates. The full-time salary is $55,000-$75,000 + super, and part-time roles are paid at an hourly rate. Your roster is confirmed once you're hired and sits within our campus operating hours, so you can support our students and families.

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 varied 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 a segmented book of family relationships and be accountable for their retention and results.

• Onboard new families: Run onboarding for every new family so from day one they know who has them and what comes next.
• Own your book: Be the named contact for your families, running a proactive cadence and termly check-ins matched to each family's value and risk.
• Drive outcomes: Own a simple success plan for every student, 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, run save and renewal conversations with care, and own re-enrolment for your book.
• 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

• Experience holding a book of relationships in success, account management, mentoring, or another high-touch role.
• Genuine energy for talking to students and families, seeing a check-in as the work, not a chore.
• Organised and proactive, with a track record of getting ahead of problems.
• Strong instincts for reading early risk signals in a relationship.
• Warm, confident phone manner that makes a call home feel personal.
• 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

• 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

1. Submit your written application (CV and cover letter).
2. Shortlisted candidates will complete a behavioural and video interview assessment.
3. Final in-person interview.