Customer Success Manager

Join STEM On Track as a Customer Success Manager, where you'll be at the forefront of shaping the customer experience for schools, teachers, and students. In this hands-on role, you'll own the end-to-end customer success strategy, manage the full customer journey, and work closely with leadership and cross-functional teams. This is an exciting opportunity to build a customer success function from scratch in a growing business and have a direct impact on customer experience, service quality, and company growth.

Missions

• Own the end-to-end customer success strategy for schools, teachers, and students, including setting, tracking, and reporting on customer success goals.
• Manage the full customer journey from onboarding through delivery, events, renewal, and re-enrolment, acting as the main point of contact for inbound queries.
• Build and maintain customer success processes, workflows, and communication touchpoints, and develop and administer Zendesk and related customer experience workflows.

Profil recherché

• Proven experience in customer success, customer experience, or account management.
• Experience building or improving customer success processes in a startup or scale-up environment.
• Hands-on experience with Zendesk or a similar customer support platform.
• Strong analytical skills with confidence using data, dashboards, and feedback to drive decisions.
• Excellent written and verbal communication skills across different audiences.
• Strong organisation, prioritisation, and project coordination skills.
• Comfort working in a fast-moving environment with ambiguity and change.