Customer Success Manager (Education / EdTech)

2 hours, 50 minutes ago
Full-time
Mid Level
Customer and Technical Support
Wordwall

Wordwall

Wordwall is an e-learning provider that offers teachers a quick and easy way to create interactive and printable activities for their classes. With just a few words and clicks, teachers can customize quizzes, match-ups, word games, and more to suit the...

Diversified Consumer Services
11-50
Founded 2006

Description

  • Own the renewal process for school accounts and contact customers before contract end dates to secure retention.
  • Design and manage automated email workflows to remind administrators about upcoming renewals.
  • Monitor usage data to identify at-risk schools and intervene before they churn.
  • Engage new school customers after subscription to ensure they are set up correctly and adopt the platform.
  • Help ensure purchased licenses are assigned to teachers and create resources or templates that support school administrators.
  • Act as a bridge between schools and the Finance team to support smooth payment processing.
  • Investigate and resolve payment discrepancies by matching bank payments to open invoices.
  • Assist schools with vendor forms, tax documents, and invoice queries to remove administrative barriers.
  • Handle support tickets related to school plans, license management, and billing.
  • Serve as an escalation point for complex B2B queries from the wider support team.

Requirements

  • Must be based in the Philippines or India.
  • Must be legally authorised to work in the current location.
  • Minimum of 3 years’ experience in Customer Success, Account Management, or a B2B Customer Support role.
  • SaaS experience preferred.
  • Understanding of the customer lifecycle and the importance of churn reduction.
  • Comfortable working with data and CRM tools to manage workflows for thousands of customers.
  • Comfortable dealing with invoices, purchase orders, and basic reconciliation tasks.
  • Excellent written and spoken English at C1/C2 level.
  • Ability to negotiate and persuade, not just troubleshoot.
  • Proven ability to work independently in a fully remote environment with a reliable internet connection, computer, and workspace.
  • Experience with support or CRM platforms such as Zendesk, Intercom, or HubSpot to set up automated sequences or macros is preferred.
  • Experience in the EdTech sector or working with schools is preferred.
  • Background in identifying upsell opportunities is preferred.

Benefits

  • 30 days of holiday per year.
  • 100% remote and flexible working.
  • Social events and annual meetups.

Interested in this position?

Apply directly on the company website

Apply Now

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