Customer Success Manager

We are looking for a proactive and organised Customer Success Manager (Consultant) to independently manage our portfolio of 10,000+ school customers.

You will sit within the Customer Service team and assist with complex tickets, but your primary focus will be leading on Customer Success and nurturing account relationships. With over 80,000 seats across 10,000 schools, you won’t just be emailing individuals; you will be building workflows and using automation to communicate with our customers at scale, removing friction from their journey and maximizing the value they get from Wordwall.

Our Mission

Our mission at Wordwall is to simplify the lives of teachers by providing an easy-to-use platform for creating interactive games and worksheets. We automate the resource design process, allowing educators to focus on delivering engaging content. We are originally a UK-based company, but we have colleagues all across the world and work fully remotely.

Key Responsibilities

1. Proactive retention & renewal management

• Own the renewal process for school accounts
• Contact customers in advance of their contract end-dates to discuss renewal options and ensure retention
• Design and manage automated email workflows to remind administrators about upcoming renewals
• Monitor usage data to identify “at-risk” schools (low usage) and intervene before they churn

2. Onboarding & adoption

• Engage with new school customers immediately after subscription to ensure they are set up correctly
• Drive adoption by ensuring purchased licenses are actually assigned to teachers
• Create resources or templates that help school administrators understand how to get the most out of the platform

3. Financial administration & friction removal

• Act as the bridge between the School and our Finance team to ensure smooth payment processing
• Investigate and resolve payment discrepancies, specifically matching bank payments to open invoices to prevent service interruption
• Assist schools with vendor forms, tax documents, and invoice queries to remove administrative barriers to purchase

4. Specialized customer support

• Handle a portion of the general support queue, specifically focusing on tickets related to school plans, license management, and billing
• Serve as an escalation point for complex B2B queries from the wider support team

Essential:

• Location: Must be based in the Philippines or in India
• Must be legally authorised to work in current location
• Experience: Minimum of 3 years’ experience in Customer Success, Account Management, or a B2B Customer Support role (SaaS experience preferred)
• Commercial mindset: Understanding of the customer lifecycle and the importance of churn reduction
• Tech-savvy & process oriented: Comfortable working with data and CRM tools. You are capable of managing workflows for thousands of customers, not just one-off emails
• Financial literacy: Comfortable dealing with invoices, purchase orders, and basic reconciliation tasks
• Communication: Excellent written and spoken English (C1 / C2 level) with the ability to negotiate and persuade, not just troubleshoot
• Remote work: Proven ability to work independently in a fully remote environment with a reliable internet connection, computer and workspace

Desirable:

• Experience using support / CRM platforms (e.g., Zendesk, Intercom, HubSpot) to set up automated sequences or macros
• Experience in the EdTech sector or working with schools (understanding school budget cycles and procurement processes)
• Background in identifying upsell opportunities (e.g., noticing a school needs more seats and facilitating that growth)

Measuring Your Success

• Renewal rate: The percentage of school clients who renew their contracts
• Churn reduction: Keeping school cancellations below a set target
• Onboarding success: The percentage of new schools that have active teachers within 30 days of purchase
• Administrative efficiency: Speed of resolving invoice/payment matching queries

Recruitment Process

1. Introduction call with our HR team
2. Take home assessment
3. Interview and assessment presentation with our senior team

Start Date

• Immediate start

• 30 days’ holiday per year

• 100% remote and flexible working #LI-Remote

• Social events and annual meet ups