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.
Required Skills/Experience:
- 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.
- Proven ability to manage multiple accounts and priorities effectively.
- Problem-solver with a proactive, ownership-driven attitude.
- Excellent listening, negotiation and presentation abilities.
