Career opportunity

Customer success manager

The Customer Success Manager (CSM) is the trusted advisor and primary point of contact for our clients, ensuring they achieve maximum value from our SaaS learning platform. You will play a pivotal role in fostering long-term relationships, driving product adoption, and enabling our customers to unlock their full potential through effective use of our solution. Your ability to understand client needs, deliver proactive solutions, and align our services with their business goals will directly impact customer satisfaction, retention, and expansion.
Hybrid
Full time

The general competences expected for this role (coordinator)

"TO KNOW", "TO DO", "TO BE"

Generic knowledge & skills: (i.) Has an advanced knowledge of systems and methods used in the role. (ii.) Uses his/her technical skills to provide support services to others.

Tasks: (i.) Coordinates / manages different - but mostly homogeneous - activities. (ii.) Coordinates / carries out the execution of action plans while ensuring the alignment of all stakeholders.

Meeting customers needs : Considers customer satisfaction as a permanent objective in day-to-day activities.

Autonomy : (i.) Operates efficiently on the basis of well-defined methods, even when the working rules are only defined in general terms. (ii.) Supervision of activities can be limited to monitoring of results.

Knowledge of the organization, sector(s) : Demonstrates general knowledge of the organization and/or sector(s).

Interaction with others: Demonstrates professional individual relationships with internal and external stakeholders to deliver required outcomes.

Problem-solving : (i.) Chooses the most appropriate solution from a selection of learned possible choices. (ii.) Resolves well-defined problems requiring complex analysis.

Time span of control : Takes short-term initiatives (with effects up to 3 months) regarding the activities for which he/she has been trained.

Quality reflex, continuous improvement, innovation:(i.) Regularly suggests process changes. (ii.) Implements process changes.

Coaching & people management (when applicable) : (i.) Provides technical advice on the systems and methods used in his/her work. (ii.) Can coordinate small team(s) of similar roles.

Project management (when applicable): (i.) Participates in - or coordinates - the ongoing activities of a project team on the basis of planning, timing, available resources and agreed budgets. (ii.) Reports and gives practical advice towards a head of project

Key Responsibilities

1. Onboarding and Product Adoption

  • Lead seamless onboarding experiences by guiding new customers through setup, training, and initial implementation.
  • Develop tailored success plans to ensure customers understand and adopt platform features aligned with their objectives.

2. Relationship Management

  • Build and maintain strong, long-lasting relationships with key stakeholders at all organizational levels.
  • Conduct regular check-ins to discuss progress, provide updates, and gather feedback.

3. Customer Success and Retention

  • Act as a customer advocate, proactively identifying challenges and presenting solutions to maximize satisfaction and retention.
  • Monitor usage patterns and KPIs to anticipate risks and opportunities, addressing them promptly.

4. Upselling and Expansion

  • Collaborate with sales teams to identify upsell and cross-sell opportunities based on customer needs.
  • Present compelling business cases for expanding the partnership with additional features, services, or licenses.

5. Customer Education and Enablement

  • Deliver personalized training sessions, webinars, and learning resources to empower customers.
  • Share best practices and industry insights to enhance the value customers derive from the platform.

6. Collaboration and Feedback Loop

  • Partner with internal teams (e.g., Product, Support, Sales) to share customer insights and feedback for continuous improvement.
  • Advocate for customer needs during product roadmap discussions and feature prioritization.

Qualifications and Skills:

  • Strong interpersonal and communication skills with the ability to build rapport and influence decision-makers.
  • Proven experience in customer success, account management, or a related role within a SaaS or EdTech company.
  • Solid understanding of SaaS business models and customer lifecycle management.
  • Analytical mindset to interpret data, track KPIs, and make data-driven decisions.
  • Familiarity with learning and development platforms or tools.
  • Experience with CRM software (HubSpot) and customer success tools (e.g., Gainsight, Totango).
  • Knowledge of change management principles and frameworks.

Education

  • Bachelor’s degree in business, education, or a related field (or equivalent experience).
  • Minimum of 3 years of relevant experience in customer success or account management roles.

Three expected deliverables by the end of the first three months

  • Drive product adoption by helping customers fully utilize the new App & platform to meet their goals (onboarding, training, and tracking usage metrics)
  • Maintain high customer retention rates by proactively addressing issues, ensuring customer needs are met, and fostering long-term relationships
  • Identify opportunities for upselling or cross-selling to drive revenue growth from existing accounts

Open positions

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