Customer Success Manager (SaaS EdTech)

Skoolix is looking for a “Customer Success Manager” to own and elevate our customer journey, with the following requirements.

Roles and Responsibilities:

Support customers across key stages of their journey, including onboarding, adoption, and retention.
Act as the primary point of contact for customers, building strong and trusted relationships.
Drive successful onboarding experiences, ensuring customers achieve value quickly.
Monitor product usage and engagement to identify risks and opportunities.
Lead regular business reviews and strategic check-ins with key stakeholders.
Handle daily support requests from schools and ensure timely resolution.
Raise and follow up on tickets with the Product team for issues and feature requests.
Respond to “how-to” and product usage inquiries from customers.
Collaborate cross-functionally with Product, Sales, and Support teams to advocate for customer needs.
Identify upsell and expansion opportunities while ensuring high customer satisfaction.
Develop scalable processes and playbooks to improve customer success outcomes.

A degree in Business Administration, Information Systems or Computer Engineering.
1-2 years of experience in Customer Success, Account Management, or similar roles, ideally in SaaS.
Experience in EdTech or working with schools/educational institutions is a strong plus.
Solid technology background with knowledge of the mobile apps’ ecosystem.
Fluent in spoken and written English/French.
Strong communication and stakeholder management skills
Communicate effectively in both business and technical contexts.
Data-driven mindset with the ability to interpret usage metrics and health indicators.
Juggle multiple priorities with competing deadlines.
roven ability to manage multiple accounts and priorities effectively.
Problem-solver with a proactive, ownership-driven attitude.
Excellent listening, negotiation and presentation abilities.