Customer Success Manager – Education, EdTech

📋 Description

• We are seeking a proactive and organized **Customer Success Manager (Consultant)** to take charge of our portfolio consisting of over 10,000 **school customers**.

• As a member of the Customer Service team, you will assist with complex inquiries, but your main focus will be on advancing Customer Success and fostering account relationships. With more than 80,000 seats across 10,000 schools, your role will extend beyond individual emails; you will develop workflows and employ automation to communicate with our customers at scale, alleviating friction from their experience and maximizing the value they derive from Wordwall.

• **Key Responsibilities**

• **1. Proactive retention & renewal management**

- Manage the renewal process for school accounts.

- Reach out to customers ahead of their contract end dates to discuss renewal options and ensure retention.

- Design and oversee automated email workflows to remind administrators about upcoming renewals.

- Analyze usage data to identify "at-risk" schools (low usage) and take action before they decide to churn.

• **2. Onboarding & adoption**

- Engage with new school customers promptly after subscription to ensure proper setup.

- Promote adoption by ensuring that purchased licenses are assigned to teachers.

- Develop resources or templates that assist school administrators in maximizing the platform’s potential.

• **3. Financial administration & friction removal**

- Act as the liaison between the School and our Finance team to ensure seamless payment processing.

- Investigate and resolve payment discrepancies, specifically by matching bank payments to open invoices to avoid service interruptions.

- Support schools with vendor forms, tax documents, and invoice inquiries to eliminate administrative hurdles to purchasing.

• **4. Specialized customer support**

- Manage a portion of the general support queue, specifically addressing tickets related to school plans, license management, and billing.

- Serve as an escalation point for complex B2B inquiries from the broader support team.

⛳️ Requirements

• Essential:

- **Location**: Must reside in the Philippines or India.

- Must be legally authorized to work in your current location.

- **Experience**: At least 3 years of experience in Customer Success, Account Management, or a B2B Customer Support role (preferably in a SaaS environment).

- **Commercial mindset**: Understanding the customer lifecycle and the significance of minimizing churn.

- **Tech-savvy & process oriented**: Comfortable working with data and CRM tools, capable of managing workflows for thousands of customers rather than just one-off emails.

- **Financial literacy**: Proficient in handling invoices, purchase orders, and basic reconciliation tasks.

- **Communication**: Exceptional written and spoken English (C1 / C2 level) with the ability to negotiate and persuade, not just troubleshoot.

- **Remote work**: Demonstrated ability to work independently in a fully remote setting with a reliable internet connection, computer, and workspace.

• Desirable:

- Experience using support / CRM platforms (e.g., Zendesk, Intercom, HubSpot) to set up automated sequences or macros.

- Familiarity with the EdTech sector or working with schools (understanding school budget cycles and procurement processes).

- Background in identifying upsell opportunities (e.g., recognizing when a school needs additional seats and facilitating that growth).

🏝️ Benefits

• 30 days' holiday per year.

• 100% remote and flexible working #LI-Remote.

• Social events and annual meet-ups.