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Customer Success Manager

2 hours, 8 minutes ago
Philippines
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM HubSpot
Apply Now
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
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Description

  • Own the renewal process for school accounts and contact customers ahead of contract end dates to secure renewals.
  • Design and manage automated email workflows to remind administrators about upcoming renewals.
  • Monitor usage data to identify at-risk schools and intervene before churn occurs.
  • Engage new school customers after subscription to ensure they are set up correctly and onboarded effectively.
  • Drive adoption by making sure purchased licenses are assigned to teachers.
  • Create resources or templates that help school administrators get the most value from the platform.
  • Act as the bridge between schools and the Finance team to ensure smooth payment processing.
  • Investigate and resolve payment discrepancies, including matching bank payments to open invoices.
  • Assist schools with vendor forms, tax documents, and invoice queries to remove administrative barriers to purchase.
  • Handle a portion of the general support queue for school plans, license management, and billing, and serve as an escalation point for complex B2B queries.

Requirements

  • Must be based in the Philippines.
  • Minimum of 3 years of experience in Customer Success, Account Management, or B2C Customer Support.
  • SaaS experience is preferred.
  • Commercial mindset with an understanding of the customer lifecycle and churn reduction.
  • Tech-savvy and process-oriented, with comfort working with data and CRM tools.
  • Able to manage workflows for thousands of customers, not just one-off emails.
  • Financial literacy and comfort with invoices, purchase orders, and basic reconciliation tasks.
  • Excellent written and spoken English at C1/C2 level, with the ability to negotiate and persuade.
  • Proven ability to work independently in a fully remote environment with a reliable internet connection.
  • Experience with support or CRM platforms such as Zendesk, Intercom, or HubSpot is desirable.
  • Experience in EdTech or working with schools is desirable.
  • Background in identifying upsell opportunities is desirable.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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