Customer Success Manager

About LearnWise AI

LearnWise AI is an innovative scale-up dedicated to transforming higher education through virtual assistants and solutions that enhance instructor productivity and student engagement.

Role Overview

We are seeking a motivated and passionate Customer Success Manager to join our team on a full-time basis. This position involves managing the entire customer lifecycle from onboarding through renewal, developing strong client relationships, and contributing to the evolution of our customer success framework as we expand.

Key Responsibilities

• Lead comprehensive onboarding for new higher education clients, including kickoff planning, proof of concept execution, and coordination of technical integrations with platforms such as Canvas, Brightspace, and Moodle.
• Conduct training sessions and create customized success resources like playbooks, video tutorials, and FAQs.
• Monitor and enhance critical adoption metrics including user engagement and feature utilization to ensure maximum client benefit.
• Continuously assess account health, identify obstacles, and collaborate internally to provide prompt solutions.
• Act as the main contact for designated accounts by scheduling regular check-ins, success reviews, and quarterly business reviews.
• Establish trustworthy relationships with administrators, faculty, and other relevant stakeholders within client institutions.
• Identify opportunities for account expansion and upselling by analyzing usage patterns, outcomes, and product roadmap alignment.
• Work closely with internal teams such as Product, Engineering, and Sales to prioritize client requirements and address their needs effectively.
• Assist with contract renewals by demonstrating measurable impacts and securing alignment with stakeholders.
• Collect and analyze customer feedback to guide product development, pricing strategies, and service tiers.
• Contribute to refining customer success strategies, processes, and service offerings to support team growth.
• Develop plans to mitigate risks for vulnerable accounts and execute strategies to regain lost customers.
• Collaborate with reseller and implementation partners to ensure consistent delivery standards and adherence to service level agreements.

Requirements

• Minimum of two years’ experience in Customer Success, Account Management, Implementation, or other client-facing roles within a SaaS or software company, with a requirement for EdTech experience.
• Fluency in English is mandatory.
• Residency in Canada.
• Excellent project management capabilities paired with a keen eye for detail.
• Ability to work collaboratively across teams including Product, Engineering, and Sales.
• A data-oriented approach to analyze usage data, adoption metrics, and customer health indicators.
• Strong verbal and written communication skills, with confidence in presenting to senior-level executives.
• Self-motivated and enthusiastic about leveraging technology to improve higher education outcomes.
• Experience with CRM and Customer Success platforms such as HubSpot and Vitally is advantageous.

Compensation and Benefits

• Competitive base salary.
• Flexible work schedule embracing a culture that respects work-life balance without enforcing rigid hours.
• Opportunity to work in a dynamic, highly skilled team where innovative ideas are welcomed.
• Chance to influence the growth and direction of the customer success function and product roadmap.
• Engagement with cutting-edge AI technologies that positively impact educators and students.
• Advancement prospects within a rapidly expanding organization.

Recruitment Process

• Initial introductory conversation lasting approximately 15–20 minutes to explore candidate motivations and goals.
• In-depth role-focused discussion of 30–45 minutes with the Head of Customer Success covering account onboarding, retention strategies, and cross-functional collaboration skills.
• A 30-minute cross-functional meeting with team members from Sales and/or Product to evaluate cooperative and stakeholder management approaches.
• Job offer issuance upon completion of prior steps.