About the job
We’re looking for a Customer Success Manager to work with schools and help administrators, teachers, students, and parents get the most out of our school management platform.
What You’ll Do
- Build and maintain relationships with school directors and administrators, understand their needs, and act as their main point of contact.
- Coordinate school onboarding and train administrators, teachers, and other users on platform features and workflows.
- Help clients integrate the platform into their daily operations and encourage adoption of relevant features.
- Manage client communication via calls, email, messaging apps, and live chat.
- Handle customer requests, coordinate with technical teams, and follow up until issues are resolved.
- Monitor customer satisfaction, identify potential risks, and proactively address issues that could affect retention.
- Maintain accurate client records, requests, and follow-ups in the CRM.
- Collect customer feedback and work with the Product team to improve the user experience.
- Identify opportunities to improve customer support processes and reduce recurring issues.
- Take ownership of client relationships, make timely decisions, and ensure commitments are fulfilled.
What We’re Looking For
- 1+ year of experience in Customer Success, Account Management, Customer Support, or a similar client-facing role, preferably in SaaS.
- English at B1—B2 level or higher, with confidence in written and verbal communication.
- Experience with HelpDesk systems.
- Ability to manage multiple client accounts, priorities, and deadlines independently.
- Strong communication and problem-solving skills, including the ability to handle difficult customer conversations.
- Ability to explain technical features clearly to users with different levels of technical experience.
- Strong ownership, sound judgment, and consistent follow-through.
- Proactive mindset: you identify potential problems, understand their causes, and take action without constant supervision.
Nice to have:
- Experience with B2B SaaS products or EdTech platforms.
- Experience with customer onboarding, product adoption, or customer retention.
What We Offer
- Fully remote work.
- Working hours: 9:00 AM—6:00 PM, Kyiv time.
- Work with existing clients, with no sales responsibilities.
- Career growth opportunities.
- 10 additional days off for holidays.
- Insurance.
Interested? Send us your CV! We’d love to hear about your experience with clients and how you’ve helped them succeed with a product.
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