Customer Success Manager (CSM) for Educational platform - Clickedu

At Clickedu, we are looking for a passionate, customer-focused Customer Success Manager (CSM) to help our educational institutions maximize the value of our Educational platform and advance their digital transformation. Clickedu is an ERP software solution that streamlines school management, creating a positive impact on educational quality. As a CSM, you will play a key role in ensuring customer retention and success, managing their entire journey, and optimizing their experience with our platform.

Key Responsibilities:

Customer Journey Management:

• Lead customers through every stage of their journey with the Clickedu platform, from initial implementation to advanced use and long-term retention.
• Serve as the main point of contact for key customers, delivering exceptional service and ensuring they fully leverage the platform's capabilities.
• Maintain clear communication and provide timely solutions throughout the relationship, tailoring support to meet the specific needs and goals of each institution.

Existing Account Management:

• Support and Issue Resolution: Provide ongoing assistance to address any issues, ensuring prompt and effective support for schools.
• Retention and Renewal Management: Develop proactive strategies to ensure contract renewals and maintain satisfied school clients.
• Growth Opportunities: Identify additional needs within schools, such as training, teacher-focused packages, or the integration of new schools within educational groups.
• Risk Analysis: Monitor warning signs of dissatisfaction or potential issues that could lead to cancellations.
• Corrective Actions: Design and execute action plans to address identified issues and prevent client churn.
• Retention Strategies: Implement data-driven, personalized strategies to enhance the customer experience and foster loyalty.
• Visits: Conduct biannual visits to educational institutions.

Identifying Opportunities and Driving Retention:

• Identify growth areas and added value opportunities within each account, working closely with other departments (Sales, Product) to implement client-beneficial solutions.
• Use metrics and feedback to develop strategies for improving retention and customer satisfaction, identifying areas for continuous improvement.

Cross-Functional Collaboration and Process Improvement:

• Collaborate closely with internal teams, including Support, Sales, and Product, to ensure a seamless, personalized customer experience.
• Develop and refine customer success processes, proposing and implementing best practices to enhance efficiency and service quality.
• Monitor key success indicators such as Revenue Retention (RR) and Net Revenue Retention (NRR), suggesting adjustments to maintain service excellence.

Requirements:

• Experience: Minimum 3–5 years in customer success management roles, preferably within a SaaS or ERP environment.
• Technical Knowledge: Strong experience with CRM, ERP, and customer support tools, ideally within school management or educational project environments. Tools such as Salesforce, Freshdesk, Zendesk, SAP, etc., are highly preferred.
• Analytical and Communication Skills: Proficiency in data analysis for decision-making and excellent verbal and written communication skills.
• Organization and Autonomy: Ability to work independently in a fast-paced environment with strong organizational skills and adaptability.

What We Offer:

• Professional Growth: Opportunities to develop within a dynamic and growing company in the education industry.
• Continuous Training: Access to training on tools and technologies used by Clickedu, along with skill development in customer success management.
• Impact on Education: The chance to contribute to advancing education through technology, enhancing management and learning processes in institutions nationwide.
• Hybrid Role: Work two days in the office and the rest remotely.

If you have the experience and passion for customer care and want to contribute to the success of our clients in the educational field, we’d love to hear from you!